Refund policy

RETURN & REFUND POLICY

Last Updated: September 7, 2026

At Marsalla Brand, operated by VB BUSINESS LLC, we want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions and procedures for returns, exchanges, refunds, damaged items, and order issues.

By placing an order through our store, you agree to the terms described below.

1. 30-DAY RETURN POLICY

We accept eligible return requests within 30 days of delivery.

To be eligible for a return, the item must:

  • Be in the same condition in which you received it;

  • Be unworn, unused, and unwashed;

  • Have all original tags attached, when applicable;

  • Be returned with its original packaging, when reasonably possible; and

  • Include proof of purchase or the order number.

Items showing signs of wear, washing, alteration, misuse, damage caused after delivery, stains, odors, or other conditions that prevent resale may not qualify for a refund.

To start a return, contact us at:

support@marsallabrand.com

Please do not send a return to our business address or any other address without first contacting our support team and receiving return instructions.

2. HOW TO REQUEST A RETURN

To request a return, please email support@marsallabrand.com within 30 days of receiving your order.

Please provide:

  • Your full name;

  • Order number;

  • Email address used for the purchase;

  • Item(s) you wish to return; and

  • Reason for the return.

If your return is accepted, we will provide instructions regarding where and how to send your package.

Returns sent without prior authorization or to an unauthorized address may not be accepted or processed.

3. RETURN SHIPPING COSTS

For returns due to a change of mind, incorrect size selection, preference, or other reasons not caused by an error on our part, the customer is responsible for return shipping costs, unless otherwise required by applicable law.

Original shipping charges, if any, are generally non-refundable.

If the return is caused by our error—for example, if you received the wrong item—or if the product arrives damaged or defective, please contact us before returning the item. We will review the issue and, when appropriate, provide a suitable resolution at no additional return shipping cost to you.

We recommend using a trackable shipping service when returning merchandise. We cannot guarantee receipt of packages shipped without tracking.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order after delivery.

If your order arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible at support@marsallabrand.com.

Please include:

  • Your order number;

  • A description of the issue;

  • Clear photographs or videos showing the issue, when reasonably necessary to evaluate the claim; and

  • A photograph of the shipping package or label when the issue may relate to shipping or fulfillment.

After reviewing your request, we may offer, as appropriate:

  • A replacement;

  • An exchange;

  • A refund; or

  • Another resolution consistent with applicable law.

Nothing in this policy limits any rights you may have under applicable consumer protection law.

5. EXCHANGES

If you would like a different size, color, or eligible product, contact us at support@marsallabrand.com.

Exchange availability depends on current inventory.

When appropriate, the fastest way to obtain another item may be to return the original eligible product and place a new order after the return has been approved.

Unless the exchange is required because of an error, defect, or other issue attributable to us, shipping costs associated with an exchange may be the customer's responsibility.

6. NON-RETURNABLE ITEMS

Certain products may not be eligible for return for hygiene, health, safety, customization, or other legitimate reasons.

Unless required otherwise by applicable law, non-returnable items may include:

  • Gift cards;

  • Personalized or custom-made products;

  • Items marked as final sale before purchase;

  • Personal care or beauty products that have been opened or used;

  • Undergarments or intimate apparel that have been worn or tried on where hygiene restrictions apply; and

  • Products that cannot reasonably be resold for health or hygiene reasons after being opened.

If you have questions about whether a specific product is eligible for return, contact us before sending it back.

7. SALE AND PROMOTIONAL ITEMS

Products purchased during a promotion or sale may generally be returned if they otherwise meet the requirements of this policy, unless the product was clearly identified as “Final Sale” before purchase.

Items identified as Final Sale are not eligible for voluntary returns or exchanges unless they arrive damaged, defective, incorrect, or applicable law provides otherwise.

8. REFUNDS

Once we receive and inspect an eligible return, we will notify you regarding the status of your refund.

If approved, the refund will be issued to the original payment method, unless another method is required or agreed upon under applicable circumstances.

Please allow up to 10 business days after approval for the refund to appear, depending on your bank, card issuer, payment processor, or financial institution.

If more than 15 business days have passed since we confirmed that your refund was issued and you have not received it, please contact us at support@marsallabrand.com.

9. PARTIAL REFUNDS

In certain circumstances, a partial refund may be appropriate where permitted by applicable law, including when an item is returned in a condition materially different from the condition in which it was delivered.

This may include products with:

  • Missing parts or accessories;

  • Damage not caused by us;

  • Signs of use beyond what is reasonably necessary to inspect the product;

  • Missing original components; or

  • Other conditions that materially reduce the item's value.

Any reduction will be evaluated reasonably based on the condition of the returned merchandise and applicable law.

10. ORDER CANCELLATIONS

If you need to cancel or modify an order, contact us at support@marsallabrand.com as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee cancellation or modification once an order has entered processing, fulfillment, or shipment.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

11. REFUSED OR UNDELIVERABLE PACKAGES

Customers are responsible for providing accurate and complete shipping information when placing an order.

If a package is returned to us because of an incorrect or incomplete address provided by the customer, refusal of delivery, or another delivery issue not caused by us or the carrier, additional shipping costs may apply before the order can be resent.

Where a refund is appropriate, reasonable shipping costs that are non-refundable to us may be deducted where permitted by applicable law.

12. LOST OR STOLEN PACKAGES

If tracking information indicates a delivery problem or your package has not arrived within the expected timeframe, please contact us at support@marsallabrand.com.

We may work with the shipping carrier or fulfillment provider to investigate the shipment.

If tracking indicates that a package was delivered but you cannot locate it, please check the delivery location, household members, neighbors where appropriate, and the carrier's tracking information before contacting us.

We will review each situation individually and provide assistance consistent with the circumstances and applicable law.

13. RETURN PROCESSING

Returned merchandise remains the customer's responsibility until it is received at the authorized return location.

We strongly recommend keeping your shipping receipt and tracking information until your return has been fully processed.

Returns should only be sent to the return address provided by our customer support team.

Do not automatically return merchandise to the address shown on the original shipping package or to our registered business address.

14. CHARGEBACKS AND PAYMENT DISPUTES

If you experience an issue with an order, we encourage you to contact us first at support@marsallabrand.com so that we can attempt to resolve the matter promptly.

Nothing in this policy restricts your right to contact your bank, credit card issuer, payment provider, or exercise any rights available to you under applicable law.

15. POLICY ABUSE AND FRAUD

We reserve the right, where permitted by law, to reject fraudulent or abusive return requests, including returns involving items not purchased from us, intentionally damaged merchandise, falsified evidence, or other fraudulent conduct.

We may request reasonable information necessary to verify an order or evaluate a return claim.

16. CONSUMER RIGHTS

This Return & Refund Policy is intended to operate consistently with applicable United States consumer protection laws.

Nothing in this policy is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded or waived.

If any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable legal requirement will control.

17. CONTACT INFORMATION

For returns, exchanges, refunds, damaged products, or questions regarding this policy, please contact:

Marsalla Brand
Operated by VB BUSINESS LLC
150 Washington Avenue
Santa Fe, NM 87501
United States

Customer Support: support@marsallabrand.com