RETURNS & EXCHANGES POLICY (B2B / WHOLESALE)
1) Scope
This policy applies to business-to-business (B2B/wholesale) purchases made via Marakes.com and/or through direct wholesale order confirmations and invoices. By placing an order, the buyer confirms they are purchasing for commercial resale and accepts the terms below.
2) Made-to-Order & Final Sale
As our products are largely made-to-order and produced specifically for each dealer/retailer, and in line with standard B2B wholesale practices:
No right of withdrawal, returns, or exchanges apply.
Returns/exchanges are not accepted due to reasons such as change of mind, ordering errors, preference, unsold inventory, or assortment changes.
Once an order is confirmed and/or production has started, the sale is considered final.
3) When We Do Review a Claim
We will review and offer a resolution only in the following cases:
Wrong item sent (items do not match the confirmed order/invoice)
Shipping damage (damage occurred during transit)
Manufacturing defect (rare; covered under the conditions below)
Minor variations inherent to handcrafted work are not considered defects. Please see Section 6.
4) Claim Notification Deadline (Important)
To avoid any loss of rights, the buyer must:
Inspect all cartons immediately upon delivery, and
Notify us within 7 days of delivery if there is any issue.
Claims submitted after this period may not be accepted, as storage/handling conditions cannot be verified.
5) How to Submit a Claim
Please email sales@marakes.com with:
Order number / invoice number
A brief description of the issue
Photos of:
Outer carton(s) (showing any visible damage)
Inner packaging
The product(s) clearly showing the issue
The shipping label on the carton
For shipping damage: a courier damage report / delivery note (if available)
Please do not discard any packaging until the review is completed.
6) Handcrafted Nature & Acceptable Variations
Because our pieces are handcrafted, small variations are natural and do not qualify as defects or grounds for return/exchange, including:
Minor differences in texture, bead placement patterns, alignment, or finishing details
Slight tone differences due to lighting and photography
Small dimensional differences within reasonable tolerance
The natural handmade character of each piece
7) Shipping Damage Procedure
If your parcel arrives damaged:
When possible, note the damage with the courier upon delivery, and
Take photos/video before opening the cartons.
Once the claim is verified, we may offer one of the following solutions, depending on the case:
Replacement / re-production of the affected item(s) (where possible)
Partial refund (for the affected item(s) only)
Store credit (to be used toward a future order)
8) Wrong Item Sent
If an incorrect item is delivered, after verification we may:
Ship the correct item(s), and/or
Issue store credit, and/or
Request the incorrect item(s) to be returned (if applicable)
If a return is required, return instructions will be provided after approval.
9) Unauthorized Returns
Returns sent without written approval may be refused and returned to the sender at the buyer’s expense. Please contact us first.
10) Non-Eligible Cases
We cannot accept claims for:
Misuse, improper storage/handling, in-store/display damage, drops/impact damage
Modifications, repairs, or third-party interventions
Customs delays, courier delays, or force majeure events
Acceptable handcrafted variations described in Section 6
11) Packing & Dispatch Note
We pack all products carefully and label cartons with their contents. Basic quality control is performed prior to dispatch. However, once the shipment is handed over to the carrier, transit conditions are under the courier’s responsibility—therefore timely inspection and reporting are essential.
12) Contact
For any claim or question, please contact: sales@marakes.com
