Refund and Returns Policy

 

At Marcato Media Ltd, we want customers to have clear information about returns, cancellations, and refunds for purchases made through https://marcatomedia.online/.

This policy applies alongside any mandatory consumer rights available under the laws applicable to your purchase.

1. Our 15-Day Returns Period

Our stated returns period is 15 days. Please contact us within 15 days of receiving your order if you wish to request a return under our store policy.

To start a return, email Support@marcatomedia.online and provide:

• Your order number.
• The product you wish to return.
• The reason for the return, if applicable.
• Relevant photographs if the product arrived damaged, defective, or incorrect.

We will respond with instructions for your request.

Important: This 15-day store policy does not replace or reduce any statutory cancellation or refund rights that apply to your purchase.

2. Statutory Cancellation Rights

For eligible goods purchased online by UK consumers, the law generally provides a 14-day period after delivery in which to notify the retailer of a decision to cancel, without needing to provide a reason. Exceptions apply to certain types of goods and circumstances.

After notifying the retailer of cancellation, consumers generally have a further 14 days to return the goods.

Where statutory cancellation rights apply, refunds must be made within the legally required timeframe and include the applicable standard delivery charge. Different rules may apply to certain goods, services, or circumstances.

Please contact us promptly if you wish to exercise a statutory cancellation right.

3. Condition of Returned Products

When considering a return, please keep the product, accessories, manuals, and packaging together where reasonably possible.

Customers may handle goods as necessary to establish their nature, characteristics, and functioning. However, handling beyond what would reasonably be permitted in a shop may affect the refund amount where the law allows a deduction for diminished value.

Please do not send an item to an unconfirmed return address. Contact us first for instructions.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, appears defective, or differs from what you ordered, contact Support@marcatomedia.online as soon as possible.

Please include your order number, a description of the issue, and photographs where helpful.

We will review the information and explain the available next steps. Depending on the circumstances and applicable law, remedies may include repair, replacement, refund, or other appropriate action.

Nothing in this policy limits statutory rights relating to faulty, misdescribed, or otherwise non-conforming goods.

5. Refund Processing

Once a return or cancellation has been approved, we will process any refund in accordance with the applicable policy and legal requirements.

Where required by law, refunds will be issued within the statutory timeframe and through the original payment method unless another method is agreed where legally permitted.

The time taken for the refunded amount to appear in your account may depend on your bank or card issuer.

6. Return Shipping Costs

Responsibility for return shipping costs depends on the reason for the return, the applicable policy, and mandatory legal requirements.

Before publishing this policy, Marcato Media Ltd should confirm who pays return shipping for:

• A change-of-mind return.
• A damaged or defective product.
• An incorrect item supplied.

No wording in this section is intended to transfer a cost to a customer where applicable law requires the business to bear that cost.

7. Items That May Be Excluded

Certain products or circumstances may be subject to legal exceptions or specific return conditions. Any exclusions must be lawful, clearly disclosed before purchase where required, and consistent with the product category.

We will not apply a blanket exclusion that removes statutory rights available to the customer.

8. Exchanges

If you would prefer an exchange rather than a refund, contact us to ask whether an exchange is available for your product.

Exchange availability depends on stock, product condition, and the circumstances of the request. Any applicable statutory remedies remain unaffected.

9. International Returns

Customers ordering from outside the United Kingdom should contact us before returning a product.

International returns may involve different courier charges, customs procedures, and transit times. Any applicable customs or shipping responsibilities should be explained before a return is arranged.

10. Contact Us

For return, cancellation, or refund enquiries, contact:

Marcato Media Ltd
Email: Support@marcatomedia.online
Phone: +44 7473908146
Address: Office 1650, 85 Dunstall Hill, Wolverhampton, United Kingdom, WV6 0SR

Please include your order number so we can identify your purchase.

11. Changes to This Policy

We may update this policy to reflect changes in our store operations or legal requirements. The latest version will be published on our website. Any change remains subject to mandatory consumer rights that apply to an existing purchase.