Return and Refund Policy

This policy applies to orders placed on marivoxa.com and services provided by Shaanxi Songfa Trading Co., Ltd.

1. Return Information

We accept returns in the following scenarios, all subject to our eligibility conditions:

a) Customer received the wrong product

  • You may return items if you receive wrong items, wrong size, wrong color, or defective items.
  • Please contact us within 3 business days of delivery to report the issue.
  • Provide your order number and photos of the item/packaging for verification.
  • We will arrange a full refund or reshipment at no cost to you.

b) Change of mind (no longer needed)

  • You may request a return for change of mind within 14 calendar days of delivery.
  • The item must be unused, unworn, and in its original condition (tags attached, packaging intact).
  • Shipping fees for returned items are the customer’s responsibility (unless the return is due to our error).

2. Refund Information

a) Package lost in transit

  • If your package is confirmed lost by the carrier, contact us immediately.
  • We will issue a full refund (including shipping) or send a replacement order.
  • Claims must be filed within 30 days of dispatch.

b) Product damaged upon receipt

  • Report damaged items within 3 business days of delivery with photos.
  • We will provide a refund or replacement at no cost to you.
  • If damage is caused by customer misuse, we will not be liable.

c) Refund process

  • Refunds are processed within 3–5 business days after we receive and inspect your returned item.
  • Refunds are issued to the original payment method.
  • Processing time by your bank may take an additional 3–7 business days.

3. Exchange Policy

We offer exchanges for the following reasons:

  • Size issues (e.g., the item does not fit).
  • Color variation not as shown (within 7 days of delivery).
  • Minor manufacturing defects (reported within 10 days of delivery).

To request an exchange:

  • Contact us within the eligible period and provide your order number.
  • We will confirm availability of the replacement item.
  • You may need to return the original item (per our return conditions); we will ship the replacement free of charge (domestic orders).

4. Eligibility: Conditions for Returns & Refunds

Return Conditions

  • Items must be unused, unwashed, and unworn.
  • Original tags, labels, and packaging must be intact.
  • Proof of purchase (order number/email confirmation) is required.

Non-returnable Items (Final Sale)

The following items are not eligible for return or exchange:

  • Hygiene/health-related products (e.g., personalized monogrammed items, custom-made products).
  • Items purchased during a "Final Sale" or promotional event with clear "non-returnable" labeling.
  • Items that show signs of wear, washing, or damage beyond resale.

5. Contact Us for Policy Inquiries

If you have questions about returns, refunds, or exchanges, please reach out:

  • Company Name: Shaanxi Songfa Trading Co., Ltd.
  • Contact Person: Cha Zhonglin
  • Email: songfatrading@outlook.com
  • Tel: +86 13148372594
  • Address: No. 641, Beidu South Street, Beidu Subdistrict, Airport New City, Xixian New Area, Shaanxi Province
  • Website: marivoxa.com