We want you to shop with confidence on MVM Marketplace. This Refund & Return Policy explains when you can return products, how refunds work, and how exchanges are handled. Vendor-specific policies shown on the product page may apply in addition to these baseline rules.
1. Return window
- Standard products: You may request a return within 14 calendar days of delivery for eligible items, unless a longer period is advertised on the product page or required by local consumer law.
- Extended promotions: During advertised campaigns, we may offer a 30-day satisfaction window for selected categories; the listing will state this clearly.
2. Conditions for returns
To be eligible for a refund or exchange, items generally must be:
- Unused and resaleable, in original packaging with tags, accessories, and documentation included.
- Free of customer damage beyond normal inspection (try-on or brief evaluation is fine where reasonable).
- Returned with proof of purchase (order number or invoice).
Non-returnable categories (unless defective or mis-described) typically include: perishables, hygiene-sealed goods once opened, digital downloads, gift cards, custom or made-to-order items, and products marked “final sale” at checkout.
3. Defective or wrong items
If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery with photos. We will arrange replacement, repair where applicable, or a full refund including reasonable return shipping.
4. How to start a return
- Sign in and open My Orders, or contact support with your order ID.
- Select the item and reason; you may receive a Return Merchandise Authorization (RMA) and return label where provided.
- Pack the item securely and ship via the instructed courier or drop-off point.
5. Refund method & timing
- Original payment method: Refunds are credited to the same card, wallet, or bank channel used at purchase, subject to processor timelines.
- Processing time: Once we receive and inspect the return, approval usually takes 2–5 business days. Payment networks may take an additional 5–10 business days to show the credit.
- Partial refunds may apply if an item is returned incomplete or shows use beyond acceptable inspection.
6. Exchanges
Where stock allows, you may exchange for the same item in a different size or color. If the replacement costs more or less, we will charge or refund the difference. If no replacement is available, a refund will be offered.
7. Shipping costs on returns
- If the return is due to our error or a defective product, we cover return shipping or provide a prepaid label.
- For change-of-mind returns, the customer may bear return shipping unless a promotion states otherwise.
8. Vendor fulfilment
Items shipped directly by vendors follow the same customer-facing standards; return routing may go to the vendor’s warehouse or our central hub as instructed in your RMA.
9. Chargebacks
We encourage you to contact us before initiating a chargeback so we can resolve the issue quickly. Chargebacks may delay refunds while the bank investigates.
10. Contact
Returns help: returns@mvm.com · Contact page