Refund policy

Return and Refund Policy

This Return and Refund Policy is applicable to all purchases made through the website https://www.marcella.my, operated by TW MARCELLA SDN. BHD.

1. General Return Conditions

We accept return requests within 7 days from the date of receipt, but only for the following reasons:

  • The item received is incorrect
  • The item is defective or damaged upon delivery

Returned items must:

  • Be unused and unworn
  • Be in their original packaging with all tags intact
  • Be accompanied by a valid receipt or order confirmation

Returns that do not meet these conditions will not be accepted.

2. Non-Returnable Items – Intimate Wear

Due to hygiene and safety reasons, we do not accept returns or exchanges for intimate wear, including underwear, bras, panties, and socks, once the packaging has been opened or the item has been worn or tried on.

We strongly advise customers to refer to the size guide and product descriptions before purchase. If you are unsure about sizing, feel free to contact our customer support team prior to placing your order.

Products considered intimate wear are strictly NON-RETURNABLE once unsealed.

3. Return Shipping Costs

Unless the return is due to an error on our part (e.g., wrong or defective item), all return shipping costs will be borne by the customer.

Any refunds processed shall be via the original payment method for easier tracking of money movement.

4. Processing Time

Approved returns and refunds will be processed within 7 to 14 working days upon receiving the returned item.

5. Contact Us

For assistance with returns or exchanges, please contact us via:

📧 Email: info@marcella.my

📞 Whatsapp: +60172052271

📍 Address: LEVEL 20, MENARA 1 SENTRUM, 201, JALAN TUN SAMBANTHAN BRICKFIELDS, 50470 KUALA LUMPUR, W.P. KUALA LUMPUR, MALAYSIA