Return & Refund

Refund & Return Policy

Last Updated: May 9, 2026

At Marasera, we want you to love your purchase. If something isn't right, this policy explains how returns and refunds work. Please read it carefully before placing an order.

Marasera is operated by Moneza LLC, a company registered in Wyoming, United States.

1. 30-Day Return Window

You have 30 days from the date of delivery to request a return. Requests submitted after the 30-day window will not be accepted, except where required by applicable law.

We currently offer refunds only — we do not process direct exchanges. If you want a different size, color, or style, please return the original item and place a new order.

2. Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

  • Unworn and unused — no signs of wear, scratches, body oils, perfume residue, or odors
  • In original condition — all tags attached, jewelry pouch/box included, protective packaging intact
  • Returned in original packaging — including any inserts, cards, or branded materials
  • Accompanied by proof of purchase — your order number or order confirmation email

Items that do not meet these conditions will be rejected and returned to you at your expense, or held for collection.

3. Video Proof Requirement

To protect both customers and our business from fraud, we require a clear video showing the condition of the item(s) you wish to return.

Your video must show:

  • The item(s) being returned with all tags still attached
  • A clear view of all sides of the item
  • The original packaging
  • The shipping label or order number visible at some point in the video

Returns submitted without a valid video will not be accepted. This requirement applies to all returns, including change-of-mind returns, with the exception of items that arrive damaged or defective (see Section 7).

Please submit your video to support@marasera.com when requesting your return.

4. Non-Returnable Items

The following items cannot be returned or refunded, except where required by applicable law:

  • Pierced jewelry — including earrings, nose rings, and body jewelry (for hygiene reasons)
  • Final sale items — anything marked "final sale" or "clearance"
  • Items purchased with a discount of 30% or more
  • Custom, engraved, or personalized items
  • Gift cards
  • Items damaged due to misuse, accident, improper handling, exposure to water/perfume/chemicals, or normal wear and tear
  • Items returned without prior authorization

5. How to Request a Return

To start a return, follow these steps:

  1. Email us at support@marasera.com within 30 days of delivery
  2. Include the following:
    • Your order number
    • The item(s) you wish to return
    • Reason for the return
    • The video proof (see Section 3)
  3. Wait for return authorization. We will review your request and respond within 2 business days with a return authorization number and shipping instructions.
  4. Ship the item back using the instructions provided. We strongly recommend a tracked and insured shipping service.

Important: Items sent back without prior authorization will not be accepted and will not be refunded.

6. Return Shipping Costs

You are responsible for return shipping costs, unless the item is defective, damaged on arrival, or incorrectly shipped (see Section 7).

We recommend using a tracked and insured shipping service, as we are not responsible for returns lost, stolen, or damaged in transit. Please send us the tracking number once shipped.

The original shipping cost (if any) is non-refundable.

7. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you received the wrong item:

  1. Contact us within 7 days of delivery at support@marasera.com
  2. Include your order number and clear photos and/or video of:
    • The damaged or incorrect item
    • The packaging it arrived in
    • The shipping label

We will arrange a free replacement or full refund (including original shipping) at our discretion. No processing fee applies to confirmed defective or incorrect items.

We are not responsible for damage that occurs after delivery, including accidental damage, improper use, or attempts at self-repair or resizing.

8. Refund Processing

Once we receive your returned item, we will:

  1. Inspect the item within 3 business days of receipt
  2. Notify you by email of approval or rejection
  3. If approved, process your refund within 14 business days to your original payment method

Processing Fee

A 6% processing fee will be deducted from the refund amount to cover return handling, inspection, and restocking costs. This fee does not apply to:

  • Defective, damaged, or incorrect items
  • Returns from customers exercising their statutory right of withdrawal under EU/UK consumer law (see Section 10)

What You Get Refunded

  • ✅ Product price (minus the 6% processing fee, where applicable)
  • ❌ Original shipping costs (non-refundable)
  • ❌ Return shipping costs (paid by customer)
  • ❌ Any customs duties or import taxes already paid (these are non-recoverable from us)

Refunds typically appear on your statement within 5–10 business days after processing, depending on your bank or card issuer.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at support@marasera.com.

9. Order Cancellations

You may cancel your order within 12 hours of placing it, provided it has not yet been processed for shipment. To cancel, email support@marasera.com immediately with your order number.

Once an order has been processed or shipped, it cannot be cancelled and must be handled through our standard return process.

10. EU, UK & Statutory Cooling-Off Period

If you are a consumer located in the European Union, United Kingdom, or another jurisdiction with a statutory right of withdrawal, you have additional rights under applicable law.

Your Right of Withdrawal

You have the right to cancel your order within 14 days of receiving your item, for any reason and without justification.

To exercise this right:

  • Notify us by email at support@marasera.com within the 14-day period
  • Return the item within 14 days of notifying us
  • The item must be in its original condition (see Section 2)

Refund Terms for EU/UK Statutory Returns

  • No 6% processing fee will be deducted from your refund
  • Full refund of the product price will be processed within 14 days of receiving the returned item
  • Return shipping costs remain your responsibility, as permitted under applicable consumer law
  • Video proof requirement still applies as part of standard verification

This statutory right does not affect your other rights under this policy. Where our policy is more favorable to you than the statutory minimum (e.g., 30-day return window vs. 14-day statutory minimum), you may rely on whichever is more favorable.

Exceptions

The statutory right of withdrawal does not apply to non-returnable items listed in Section 4, in accordance with applicable consumer protection law.

11. Lost Returns

If your return is lost in transit, you must file a claim with the shipping carrier you used. We cannot issue a refund for items we have not received.

This is why we strongly recommend using a tracked and insured shipping service.

12. Refused or Undeliverable Shipments

If you refuse delivery of your order (for any reason, including unwillingness to pay customs duties) or if your shipment is returned to us as undeliverable due to an incorrect address:

  • We may issue a refund for the product price minus return shipping costs and any fees we incur
  • Original shipping costs and customs duties already paid are not refundable
  • Packages abandoned or destroyed by customs are not eligible for any refund

See Section 7 of our Terms of Service for full details on import duties.

13. Fraudulent or Abusive Returns

We reserve the right to refuse returns or refunds in cases of suspected fraud, including but not limited to:

  • Wardrobing (using an item then returning it)
  • Returns of items not purchased from us
  • Repeated abuse of our return policy
  • Returns of items showing signs of wear, damage, or alteration despite claims of "unworn" condition
  • Fraudulent damage claims
  • Returns from accounts associated with chargeback fraud

In such cases, we may decline the refund and return the item to you at your expense, or retain the item where permitted by law.

14. Chargebacks

If you believe there is an issue with your order, please contact us first at support@marasera.com before initiating a chargeback with your bank or credit card company. We are committed to resolving issues fairly and quickly.

Initiating a chargeback without first attempting to resolve the issue with us, or filing a fraudulent chargeback, may result in:

  • Suspension of your account
  • Ban from future purchases
  • Recovery of fees and legal costs where applicable

15. Contact Us

For all return, refund, or order questions, please contact:

Marasera (operated by Moneza LLC) 1501 South Greeley Hwy, Ste C Cheyenne, WY 82007 United States

Email: support@marasera.com

We aim to respond to all return requests within 2 business days.

16. Changes to This Policy

We reserve the right to update or modify this Refund & Return Policy at any time. Updates will be posted on this page with a revised "Last Updated" date. The policy in effect at the time of your purchase will apply to your order.

This Refund & Return Policy is part of and incorporated into our Terms of Service.