Return and Refund Policy

Effective Date: May 30, 2025

At MARSRUT, we want you to be completely satisfied with your purchase. If you’re not, we’re here to help. Please review our Return and Refund Policy to understand your options for returning items and requesting refunds.

1. Returns

We accept returns for most items within 30 days of the delivery date. To qualify for a return, please ensure the following:

  • The item is in its original condition — unused, unworn, and unwashed.
  • The item is in its original packaging with all tags and labels attached.
  • You have your order confirmation or receipt.

Non-Returnable Items:

  • Custom or personalized items (unless defective or damaged).
  • Items marked as “Final Sale” or “Non-Returnable.”
  • Items that have been used, altered, or damaged by the customer.
  • Gift cards.

2. Return Process

To initiate a return:

  1. Contact us at marsrut.pte.ltd@gmail.com with your order number and reason for return.
  2. Our team will review your request and provide you with a Return Authorization (RA) number and return instructions within 2 business days.
  3. Ship the item back to the address provided. Please use a trackable shipping method.
  4. Include the RA number on the outside of the package.

Return Shipping Costs:

  • If the return is due to a defect, damage, or error on our part, we will cover return shipping costs.
  • For all other returns, the customer is responsible for return shipping costs.

3. Refunds

Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund.

  • Approved Refunds: Will be processed to your original payment method within 5–10 business days.
  • Partial Refunds: May be issued for items that show signs of use or are not in original condition.
  • Original shipping costs are non-refundable unless the return is due to our error.

4. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, contact us at marsrut.pte.ltd@gmail.com with details of the issue, and we will arrange a replacement at no additional cost.

5. Defective or Damaged Items

If you receive a defective or damaged item, please email us within 7 days of receiving the product. Include the following details:

  • Your order number.
  • A description of the defect or damage.
  • Clear photos of the damaged item and packaging.

We will work to resolve the issue promptly by offering a replacement or full refund.

6. Late or Missing Refunds

If you haven’t received your refund within the expected time:

  • Check your bank or credit card statement again.
  • Contact your bank or credit card company — processing times may vary.
  • If you’ve done all of the above and still haven’t received your refund, please contact us at marsrut.pte.ltd@gmail.com.

7. International Returns

As we ship DDP (Delivered Duty Paid), please note:

  • Return shipments are the responsibility of the customer unless the item is defective.
  • Any duties or taxes paid on the original shipment are non-refundable by customs authorities.
  • MARSRUT will refund the product price and original shipping cost (if applicable) only.
  • Please mark return packages as “Returned Goods” to avoid additional customs charges.

8. Contact Us

For questions about our Return and Refund Policy, feel free to reach out:

MARSRUT PTE. LTD.
Email: marsrut.pte.ltd@gmail.com
Phone: 14133595086
Address: 130 Jurong Gateway Road, #03-223, Singapore 600130

We’re committed to making your shopping experience as smooth and satisfying as possible. Thank you for choosing MARSRUT!