Returns Policy

Effective Date: 2nd April 2025

 

At Studio Mars, we want you to be completely satisfied with your purchase. If you are not fully happy with your order, we are here to assist you. Please read our returns policy below to understand how we handle returns and exchanges.

 

1. Returns and Exchanges:

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• Non-returnable items: Custom-made or Made-to-order products cannot be returned or exchanged unless they are faulty or damaged.

• We do not accept returns or exchanges for items if you change your mind or no longer want the product. This includes cases where you simply decide the item is not suitable after purchase.

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2. Damaged or Faulty Items

 

• If your item arrives damaged or defective, please contact us at hello@studiomars.co.nz within 7 days of receiving the product.

• We may request photos of the damaged or faulty item, and upon confirmation, we will offer you a full refund or exchange.

 

3. How to Initiate a Return or Exchange

To initiate a return or exchange, please contact us at hello@studiomars.co.nz with
the following information:

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• Your order number

• A description of the item(s) you wish to return or exchange

• The reason for the return or exchange

• Photos of any damaged or defective items (if applicable)

 

Once we receive your request, we will provide you with detailed instructions on how
to proceed with your return or exchange.

4. Return Shipping

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• Customers are responsible for the cost of return shipping unless the item is faulty or was delivered in error.

• We recommend using a tracked shipping method for returns, as we cannot be held responsible for items lost or damaged during return shipping.

• Please ensure the item is securely packed to prevent damage during the return process.

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5. Refunds

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• Once we receive your returned item, we will inspect it to ensure it meets the return conditions.

• If the return is approved, we will issue a refund to your original payment method within 7-10 business days.

• Please note that shipping charges are non-refundable.

 

6. Late or Missing Refunds

 

• If you haven’t received your refund after the return is approved, please check your bank account or payment provider for processing times.

• If you still haven’t received your refund, please contact us at hello@studiomars.co.nz, and we will be happy to assist you.

 

7. Contact Us

If you have any questions about our returns policy or need assistance, please reach
out to us at: hello@studiomars.co.nz

 

We are committed to ensuring your satisfaction with your Studio Mars purchase.

 

Thank you for choosing us!