Return and Refund Policy

If you need to return an item for a refund, please first send an email to support@marsilen.shop to inform us of the specific situation. Please indicate your order number and the reason for the return (if it’s a quality issue, please attach photos or videos). We will respond and process your request within 1 working day after receiving the email. Returns sent back without prior application will not be accepted.

After we receive and inspect the returned item, we will process the refund to your original payment method within 7-14 working days.

Change-of-mind return requests can be made within 14 days of receiving the goods. Eligible products must be unopened, unused, and in their original undamaged packaging. Products that arrive defective, damaged, or incorrect are handled separately as quality or fulfilment claims and are not excluded by these change-of-mind conditions. If you wish to cancel your order before it has been shipped, please contact us as soon as possible. To ensure efficient delivery, our warehouse usually processes orders promptly after confirmation. If your order has already been dispatched or shipped by the time you contact us, we will be unable to cancel it.

In that case, please follow the return process outlined above.

Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect, email support@marsilen.shop within 48 hours of delivery with your order number and supporting photos or videos so that we can evaluate the issue and make it right.

Change-of-mind returns are not accepted for products that have been opened, used, or have damaged packaging. Requests submitted more than 14 days after receipt will not be accepted. For hygiene reasons, e-liquids, disposable e-cigarettes, and cartomizers/atomizers are eligible for change-of-mind return only while unopened and with their seals intact. These restrictions do not apply to valid claims for items that arrive defective, damaged, or incorrect.

Failures resulting from dropping the product, liquid ingress, improper use, or unauthorized disassembly.

If, after testing, the returned product does not exhibit the fault you described, we will return the item to you, and you will be responsible for the associated shipping costs.

For returns due to quality issues, the return shipping cost will be borne by Marsilen (please prepay the shipping cost; we will reimburse it together with the refund). For returns due to personal reasons (e.g., changed mind, no longer wanted), the return shipping cost will be borne by you.

Please ensure that you provide accurate, complete, and valid shipping address and contact information when placing your order. Any delays in delivery, loss, or theft of the package resulting from incorrect addresses, unavailable phone numbers, or other reasons attributable to the recipient shall be your sole responsibility.

All returned items are subject to inspection by the Marsilen after-sales department. If it is found that the return conditions are not met, we reserve the right to refuse the refund request.