Refund policy

IMPORTANT: MARKETPLACE NOTICE

Marshaal is a marketplace platform connecting buyers with independent vendors across the Middle East, Gulf region, and Europe. Most products listed on our platform are sold by third-party vendors, not by Marshaal directly.

Marshaal is not a party to the sales contract between buyer and vendor. The contract is formed directly between you and the vendor.

For Vendor Products:

  • Returns, refunds, and exchanges are subject to each individual vendor's policy
  • Review the vendor's return policy on their store page before purchasing
  • Contact the vendor directly for product-related issues, returns, or refunds
  • Vendor contact information is available on the product page and in your order confirmation email

The return policy below applies ONLY to:

  • Services purchased directly from Marshaal (store subscriptions, professional services, logo design, photography, marketing packages)
  • Products sold directly by Marshaal (clearly marked as "Sold by Marshaal")

RETURN POLICY BY REGION

🇪🇺 EUROPEAN UNION

In compliance with EU consumer protection laws:

  • 14-day cooling-off period: You have the right to cancel or return your order within 14 days for any reason, without justification
  • 30-day return window: For defective or damaged items, you have 30 days after receiving your item to request a return
  • Items must be in original condition: unworn, unused, with tags and original packaging
  • Proof of purchase required

🇦🇪 GULF REGION (UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman)

  • 7-day return policy: You have 7 days from delivery to request a return for items sold directly by Marshaal
  • Items must be unused, in original condition with tags and packaging
  • Proof of purchase required
  • Return shipping costs may apply unless the item is defective or damaged
  • Refunds processed within 14 business days of approved return

🌍 MIDDLE EAST & OTHER REGIONS

  • 14-day return policy: You have 14 days from delivery to request a return
  • Items must be in original condition: unworn, unused, with tags and packaging
  • Proof of purchase required
  • Return shipping costs are the responsibility of the customer unless item is defective
  • Refunds processed within 10-14 business days

HOW TO RETURN

To start a return for Marshaal-sold items:

  1. Contact us at info@marshaal.com within the applicable return period
  2. Provide your order number and reason for return
  3. Wait for return authorization and shipping instructions
  4. Ship item to the address provided (returns without authorization will not be accepted)

DAMAGES AND ISSUES

Inspect your order immediately upon delivery. If the item is defective, damaged, or incorrect:

  • Contact us at info@marshaal.com within 48 hours
  • Provide photos of the damage or issue
  • We will evaluate and provide a solution (replacement, refund, or store credit)

NON-RETURNABLE ITEMS

The following cannot be returned:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized items
  • Personal care and beauty products (opened)
  • Hazardous materials, flammable liquids, or gases
  • Sale items and clearance products (where permitted by law)
  • Gift cards and digital downloads
  • Completed professional services (logo design, photography sessions, marketing campaigns, social media content)

EXCHANGES

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

  1. Return the original item following the return process
  2. Once the return is approved and refund processed
  3. Place a new order for the desired item

REFUNDS

Once we receive and inspect your return:

  • You will be notified if the refund is approved
  • Approved refunds are processed to your original payment method within:
    • EU: 10 business days
    • Gulf Region: 14 business days
    • Other Regions: 10-14 business days
  • Bank processing may take additional time

If more than 15 business days have passed since approval, contact info@marshaal.com

DIGITAL SERVICES & SUBSCRIPTIONS

For services purchased directly from Marshaal (store subscriptions, management plans, professional services):

Right of Withdrawal: By purchasing and immediately activating digital services or subscriptions, you expressly agree to waive your 14-day right of withdrawal under EU consumer protection law. This waiver applies only when service delivery begins immediately upon your request.

Cancellations:

  • Request cancellation at least 1 day before the next billing cycle
  • Services continue until the end of the current billing period
  • No refunds for partial months or services already rendered

Non-Refundable:

  • Setup fees and onboarding costs
  • Completed work: logo design, photography, videography, marketing campaigns, social media posts
  • Custom development and technical work already delivered
  • Professional consulting services already provided

To cancel: Email info@marshaal.com with your account details and cancellation request.

VENDOR DISPUTES

For issues with vendor-sold products:

  1. Contact the vendor directly using the information on your order confirmation
  2. If unresolved after 7 days, contact Marshaal support at info@marshaal.com
  3. We will mediate between you and the vendor to reach a fair resolution

For questions about returns or refunds: info@marshaal.com