Shipping and Returns Policy

Shipping Information

Shipping Locations

We proudly ship to Australia, Canada, and the United Kingdom. All orders are processed and shipped from our fulfillment centers to ensure fast, reliable delivery to your location.

Processing Time

• Orders are typically processed within 1-2 business days
• Custom or personalized items may require additional processing time
• Orders placed on weekends or holidays will be processed on the next business day

Delivery Times

Australia:

• Standard Shipping: 5-14 business days
• Express Shipping: 3-7 business days

Canada:

• Standard Shipping: 7-14 business days
• Express Shipping: 5-10 business days

United Kingdom:

• Standard Shipping: 5-14 business days
• Express Shipping: 3-7 business days

Delivery times are estimates and may vary due to customs processing, weather conditions, or other factors beyond our control.

Shipping Costs

• Shipping costs are calculated at checkout based on your location and selected shipping method
• Free standard shipping is available on orders over certain thresholds (displayed at checkout)
• Express shipping rates apply for expedited delivery options

Order Tracking

• You will receive a tracking number via email once your order ships
• Track your package using the provided tracking number on our website or the carrier's website
• For any tracking issues, please contact our customer service team

Customs and Duties

• International customers are responsible for any customs duties, taxes, or fees imposed by their country
• These charges are not included in our product prices or shipping costs
• Packages may be delayed due to customs processing

Returns Policy

Our Commitment to Your Satisfaction

At Marelle, we stand behind the quality of our products. We offer return periods that meet or exceed the legal requirements in each country where we operate.

Standard Return Periods by Country

Australia:

• Standard return period: 30 days from delivery
• Under Australian Consumer Law, you also have ongoing rights for major failures

Canada:

• Standard return period: 30 days from delivery
• Meets or exceeds provincial consumer protection requirements

United Kingdom:

• Standard return period: 30 days from delivery
• Exceeds the 14-day cooling-off period required for distance selling

Extended Return Periods for Select Products

Therapeutic and Wellness Products: Many of our health and wellness products, including knee therapy devices and pain relief solutions, come with an extended 60-90 day money-back guarantee. This allows you adequate time to properly test the product and experience its benefits.

Premium Products: Some premium items may include extended return periods of up to 90 days.

Specific products with extended return periods will be clearly marked on the product page and in your order confirmation.

Return Conditions

To be eligible for a return, items must:

• Be in original, unused condition
• Include all original packaging, accessories, and documentation
• Be returned within the applicable return period
• Not be damaged due to misuse or normal wear and tear

Items That Cannot Be Returned

For health and safety reasons, the following items are final sale:

• Opened topical products (gels, creams, ointments)
• Personal care items that have been used
• Custom or personalized products
• Digital products or downloads

How to Return an Item

Step 1: Contact Us

Before returning any item, please contact our customer service team:

• Email: help.marelle@gmail.com
• Include your order number and reason for return

Step 2: Return Authorisation

We will provide you with:

• A Return Merchandise Authorisation (RMA) number
• Return shipping instructions
• Prepaid return label (where applicable)

Step 3: Package Your Return

• Include the RMA number on the outside of the package
• Pack items securely in original packaging
• Include any accessories and documentation

Step 4: Ship Your Return

• Use the provided return label or ship to the address provided
• Keep tracking information for your records
• Items must be received within the return period

Return Shipping Costs

Free Return Shipping:

• Defective or damaged products
• Items not as described
• Products covered by our satisfaction guarantee

Customer Responsible for Return Shipping:

• Change of mind returns
• Incorrect size/color selection
• Returns outside of guarantee periods

Refund Processing

• Refunds are processed within 5-10 business days of receiving returned items
• Refunds are issued to the original payment method
• Original shipping costs are non-refundable (unless product was defective)
• You will receive email confirmation when your refund is processed

Exchanges

We currently do not offer direct exchanges. To exchange an item:

1. Return the original item following our return process
2. Place a new order for the desired item
3. This ensures fastest processing and availability

Consumer Rights

Australia - Australian Consumer Law

Under Australian Consumer Law, you have guaranteed consumer rights that cannot be excluded. If products are faulty, not fit for purpose, or don't match description, you are entitled to a remedy.

Canada - Consumer Protection

Your rights under provincial consumer protection legislation cannot be waived. This policy works alongside, not instead of, your legal rights.

United Kingdom - Consumer Rights Act 2015

You have legal rights under the Consumer Rights Act 2015. This policy provides additional benefits beyond your statutory rights, which remain unaffected.

Damaged or Lost Packages

Damaged Packages

• Inspect packages upon delivery
• Report damage within 48 hours of delivery
• Provide photos of damaged packaging and products
• We will arrange replacement or full refund

Lost Packages

• Contact us if your package shows delivered but wasn't received
• We will investigate with the shipping carrier
• Replacement or refund provided once investigation is complete

International Considerations

Brexit Impact (UK Orders)

• All necessary customs documentation is provided
• No additional charges for UK customers from our end
• Customs duties, if any, are customer responsibility

Currency and Pricing

• Prices displayed in local currency at checkout
• Exchange rates may affect final charges on your payment method
• Contact your bank for information about international transaction fees

Contact Information

For all shipping and return inquiries:

Customer Service Hours:

• Monday - Friday: 9:00 AM - 6:00 PM (AEST)
• Saturday: 10:00 AM - 4:00 PM (AEST)
• Sunday: Closed

Contact Details:

• Email: help.marelle@gmail.com

Policy Updates

We may update this Shipping and Returns Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email to registered customers.