Refund and Returns Policy

Last updated: 26 November, 2025

Thank you for shopping with The Marine Co (“we”, “us”, or “our”). We want you to be satisfied with your purchase. This Refund and Returns Policy explains how returns, exchanges, and refunds are handled for orders placed through themarineco.com.

Our business is based in Al Jadaf – Dubai, United Arab Emirates.

1. General Policy

We accept returns for eligible products purchased directly from our Website, subject to the conditions outlined below. By placing an order with us, you agree to this Refund and Returns Policy.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• Timeframe: You must submit a return request within 7 calendar days from the date of delivery.
• Condition of the item:
  • The item must be unused, uninstalled, and in the same condition that you received it.
  • The item must be in its original packaging, including all accessories, manuals, and tags.
• Proof of purchase: A valid order number or invoice is required to process any return or refund.

Returns that do not meet these conditions may be rejected or may be subject to a restocking fee at our discretion.

3. Non-Returnable and Non-Refundable Items

For safety, hygiene, and operational reasons, certain items cannot be returned or refunded. These include, but are not limited to:

• Items that have been installed, used, or damaged by the customer.
• Items not in their original condition, packaging, or missing parts and accessories.
• Customized, special-order, or made-to-order products.
• Clearance, “final sale”, or discounted items marked as non-returnable at the time of purchase.
• Digital products, downloadable content, or licenses (if applicable).

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please notify us as soon as possible and no later than 3 calendar days from the date of delivery.

To help us resolve the issue quickly, we may ask you to provide:

• Photos or videos clearly showing the damage, defect, or incorrect item received.
• A description of the issue and your order number.

Once verified, we may offer one of the following, at our discretion:

• Replacement of the item.
• Exchange for another product of similar value.
• Refund for the affected item.

5. How to Request a Return

To initiate a return, please follow these steps:

1. Contact us: Reach out to us through the contact details or form provided on our Contact page on themarineco.com, stating:
   • Your full name
   • Order number
   • Item(s) you wish to return
   • Reason for return
   • Photos (if damaged, defective, or incorrect item)
2. Wait for approval: We will review your request and notify you if your return is approved, along with further instructions and the return address.
3. Pack the item: Safely pack the item in its original packaging with all accessories and a copy of the invoice or order confirmation.
4. Ship the item: Send the item to the return address provided. Unless the return is due to our error, you will be responsible for the return shipping costs.

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

6. Inspection and Approval

Once we receive your returned item, it will be inspected to verify:

• Its condition (unused, undamaged, and in original packaging).
• That it matches the item and order details of your return request.

We will notify you of the approval or rejection of your return and refund via email or your registered contact details.

7. Refunds

If your return is approved, we will process your refund as follows:

• Method of refund: Refunds are generally processed to the original method of payment used at checkout (for card payments, this will be via our payment gateway Telr).
• Processing time: We aim to process refunds within 7–14 working days from the date we confirm approval of your return.
• Bank or card delays: The time it takes for the refund to appear in your account may vary depending on your bank or card provider and is outside our control.

In some cases, and at our discretion, we may offer store credit or vouchers instead of a monetary refund.

8. Exchanges

We may offer exchanges for eligible items, subject to availability. If you wish to exchange an item:

• You may be required to return the original item first, following the standard return process.
• Any price difference between the original item and the new item will need to be settled accordingly.
• Additional shipping fees may apply for sending the replacement item.

9. Shipping Costs and Fees

Unless the return is due to an error on our part (such as sending the wrong item or a confirmed defective product), the following applies:

• Return shipping costs are the responsibility of the customer.
• Original shipping charges (if any) are generally non-refundable.
• Any customs, duties, or taxes paid are non-refundable and may be subject to the policies of your local authorities.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

• Before dispatch: If your order has not yet been processed or dispatched, we will make reasonable efforts to cancel it and issue a refund.
• After dispatch: If your order has already been shipped, it will be treated as a return and must follow the standard return process after delivery.

11. Exceptions and Special Cases

In certain situations, partial refunds or no refunds may be granted, including (but not limited to):

• Items returned after the allowed return period.
• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Products that show signs of installation, modification, or misuse.

12. Contact Us

If you have any questions about this Refund and Returns Policy, or if you need assistance with a specific order, please contact us using the details provided on our Contact page on themarineco.com.

We will do our best to support you and provide clear guidance on the next steps.