Refund and Returns Policy
Effective Date: June 24, 2026
Last Updated: June 24, 2026
Return & Refund Policy
At Marco Sanitary Home (“Company”, “we”, “our”, or “us”), customer satisfaction is our priority. This Return & Refund Policy outlines the conditions under which products may be returned, exchanged, or refunded.
By purchasing products from our website, showroom, or through any of our sales channels, you agree to the terms of this policy.
1. Eligibility for Returns
Customers may request a return or exchange if:
- The product received is damaged during delivery.
- The product received is defective or faulty.
- The product delivered is different from the product ordered.
- The product has manufacturing defects identified upon inspection.
To qualify for a return:
- The request must be made within 7 days of receiving the product.
- The product must be unused, uninstalled, and in its original packaging.
- All accessories, manuals, warranty cards, and original invoices must be included.
- Photographic evidence of the issue may be required.
2. Non-Returnable Items
The following items are generally not eligible for return or refund:
- Products that have been installed, used, altered, or damaged after delivery.
- Clearance, sale, promotional, or discounted items unless defective.
- Custom-made, special-order, or personalized products.
- Products damaged due to improper handling, installation, or misuse.
- Products returned without original packaging or proof of purchase.
3. Damaged or Incorrect Deliveries
If you receive a damaged, defective, or incorrect product:
- Notify us within 48 hours of delivery.
- Provide:
- Order number
- Product details
- Clear photographs of the product and packaging
- Our team will review the claim and respond within a reasonable timeframe.
Upon approval, we may:
- Replace the product,
- Exchange the product, or
- Issue a refund where replacement is not possible.
4. Refund Process
Approved refunds will be processed using the original payment method whenever possible.
Refund processing times may vary depending on the payment provider, bank, or financial institution.
Typical processing period:
- 7–14 business days after approval.
Shipping charges, installation charges, and handling fees are generally non-refundable unless the return is due to our error.
5. Exchange Policy
Eligible products may be exchanged subject to:
- Product availability,
- Condition of the returned item,
- Compliance with this policy.
If the replacement product has a higher value, the customer must pay the difference. If it has a lower value, a partial refund or store credit may be issued at our discretion.
6. Order Cancellation
Before Shipment
Orders may be canceled before dispatch without penalty.
After Shipment
Once an order has been dispatched, it may be subject to return procedures outlined in this policy.
Any shipping or handling costs already incurred may be deducted from the refund amount.
7. Inspection and Approval
All returned products are subject to inspection by our team.
We reserve the right to:
- Reject returns that do not meet policy requirements.
- Refuse refunds where damage results from misuse, negligence, improper installation, or unauthorized modifications.
The decision of Marco Sanitary Home regarding product inspection and eligibility shall be final.
8. Shipping Costs for Returns
- If the return is due to our mistake, defective products, or incorrect deliveries, we will bear reasonable return shipping costs.
- If the return is requested for reasons other than our error, the customer may be responsible for return shipping expenses.
9. Limitation of Liability
To the maximum extent permitted by applicable law, Marco Sanitary Home shall not be liable for:
- Indirect or consequential losses,
- Installation costs,
- Labor charges,
- Delays caused by shipping carriers,
- Damages resulting from improper use or installation of products.
10. Contact Information
For return, exchange, or refund requests, please contact:
Marco Sanitary Home
Email: info@marcosanitaryware.com
Phone: +92 325 7010719
Address: Office 1081 Green Line BRT Corridor, Gulbahar, Karachi, Pakistan
Important Notice
Customers are strongly advised to inspect all products at the time of delivery and report any issues immediately. Installation of a product constitutes acceptance that the product was received in satisfactory condition unless a hidden manufacturing defect is subsequently identified.