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Refund policy

When purchasing your items, please have a look at the sizing guides for accurate sizing. Should you have any queries regarding sizes, please do not hesitate to contact us. If on receipt of your product, you are uncertain about your purchase please keep your product in the original packaging until you have decided whether or not you wish to keep it.

Returns

  • The return must be logged within 30 days of the item being bought or delivered, whichever is later.
  • We charge R125 handling fee for returns on final sale items. (SEE DISCOUNTS / SALES POLICY BELOW)
  • Original shipping charges are non-refundable.
  • If we have delivered an incorrect, faulty or damaged item to you, we will arrange to collect and replace or refund the item, at our cost, as quickly as possible.
  • If we accidentally deliver the wrong product to you, please notify us via the website and we will collect the product from you at no charge.
  • Once we have inspected the product and validated your return, we will, at your choice, deliver the correct product to you as soon as possible (if the correct product is available); or refund you within 15 working days.
  • If the return product(s) fails to meet the “returns criteria” as per the returns policy, the customer will be liable for the return shipping costs.
  • Vouchers cannot be returned or refunded

Promotional items / products (i.e. sales)

  • Returns on sale products or items purchased using discount codes, will be subject to a R125 handling fee.
  • Exchanges on sale products or items purchased using discount codes, will  be subject to a R200 handling fee.

Refunds

  • Please allow 15 working days for us to receive your item(s), process your return and confirm your exchange or refund - we will notify you by email when the refund has been processed.
  • Once your return has been received, it will be inspected. If your return is approved, you will be refunded and will receive an email notification. If your return is not approved, our customer service team will be in contact.
  • A refund will be provided to you by crediting your original method of payment.
  • Cash refunds will not be provided under any circumstances.
Refunds may take 5-10 business days to reflect, depending on your bank and refunds may backdate to the original transaction date. You are advised to search for refunds from the date of the initial transaction until the day of the processed refund when looking at your bank statement
  • If you redeemed a voucher/coupon against your purchase, and wish to return a product from that purchase, the rand value paid for the product being returned will be credited back to you in the form of a voucher (validity period – 36 months).
  • Original shipping charges are non-refundable.
  • All gift cards / voucher are non-refundable.
  • Gifted products can only be refunded to the original purchaser.

Criteria for returning an item:

  • The return must be logged online / via the website within 30 days of the item being shipped.
  • The item must be in a re-sellable condition, unworn and unused state, except in the case of damaged or faulty items.
  • The item must be in its original packaging and have all the tags and sewn labels attached 
We reserve the right to deny a refund or exchange should the items be worn or in unfit condition to resell, except in the case of damaged or faulty items.
  • When returning items, please ensure the product is well packaged and protected from damage in transit.
  • Ensure that when your return is collected, that the item(s) are handed over in a single sealed bag or box.
  • All returned parcels remain the responsibility of the purchaser until received by Maru.
  • Gifted products can only be refunded to the original purchaser.
  • All gift cards / vouchers are non-refundable.
  • Returned damaged or faulty items that have been worn should be laundered before return, receipt of unwashed garments may result in your product being returned to sender.
  • If you are not able to comply with these requirements, Maru reserves the right to refuse an exchange or refund on change of mind items
  • If the return product(s) fails to meet the “returns criteria” as per the returns policy, the customer will be liable for the return shipping costs.

Defective products

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as defects and will therefore not entitle you to a return under this section:

  • Faults resulting from normal wear and tear;
  • Damage arising from negligence, user abuse or incorrect usage of the product;
  • Damage arising from a failure to adequately care for the product;
  • Damage arising from unauthorised alterations to the product; and


Standard warranty 


  • If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect. 
  • Please also complete our defect warranty form before returning the items.
  • Our standard warranty period is 180 days after shipment of the product.
  • Once we have inspected the product and validated your claim, we will, at your choice, repair / replace the product (if such repair / replacement is possible) or refund you if that is your preference.
  • If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a refund.

The Returns Process

Review the online returns process.