Refund policy
At Mars, we are committed to providing high-quality products and exceptional customer service. Our refund policy is designed to ensure customer satisfaction while maintaining fairness and transparency.
Refund Eligibility:
1. Damaged or Incorrect Products: If you receive a damaged or incorrect product, you are eligible for a refund or a free replacement. To process your request, please provide video or photographic evidence and notify our support team within 14 days of delivery.
2. Undelivered Products:
If your product has not been delivered, you are entitled to:
- A full refund
- A free replacement
- If your products are lost in shipment and have not been delivered to you, you are also entitled to a refund or replacement.
Non-Refundable Situations:
1. Delivered Products: Products delivered in good condition are non-refundable and non-returnable, except in cases of damage or incorrect delivery.
2. Change of Mind: We do not accept returns or provide refunds for change of mind after the product has been delivered or shipped.
3. No Money-Back Guarantee: Please note that all sales are final, and we do not offer a money-back guarantee.
4. Prepaid Subscriptions: Prepaid subscriptions, including quarterly and annual plans, are non-refundable.
Order Cancellation:
-Before Shipment: If you wish to cancel your order, please notify us before the product has been shipped. Once the product has been shipped, cancellations and refunds will no longer be possible.
Medical Emergency Returns:
- In the event of a medical emergency requiring the return of products, the return shipping charges will be deducted from the refundable amount.
- Refunds will only be processed if the products are:
- Unopened
- In their original condition
- Returned with all original packaging and accessories
Requesting a Refund or Replacement
- For damaged or incorrect products, contact our support team within 14 days of delivery with video or photographic evidence.
- Contact Information: support@marsghc.com
Premium Package Protection – Returns & Replacements Policy
Orders with Premium Package Protection are covered against unexpected delivery issues, ensuring a smooth and hassle-free resolution in case of loss, damage, or missing items.
Coverage Details
• Lost Packages
If your order is marked as lost, please report it as early as possible so our team can investigate and initiate a quick replacement or refund.
• Damaged Items
If your order arrives damaged, notify us within 48 hours of delivery. Please provide video recording or clear photos of the damaged item and packaging to help us process your claim promptly.
• Missing Items
For any missing items, contact us within 48 hours of delivery along with photos or an unpacking video to ensure faster resolution.
Resolution Process
Once your claim is verified, we will arrange a replacement or refund as quickly as possible. Our goal is to make the process seamless and stress-free for you
Important Notes
- Missing Product After Delivery: If the product was missed at your location or at your specified safe place, please note that our company is not responsible for the product lost after delivery has been made.
- Customers are responsible for return shipping costs unless the item received is damaged or incorrect.
Thank you for your understanding and cooperation. We are dedicated to ensuring your satisfaction and are here to assist you with any concerns.
