Customer Care
Returns Policy
This page explains how to request a return for footwear purchased from Mars Collection, what we cannot accept, and how to contact us before sending anything back.
Overview
Most eligible products may be returned within 30 days of purchase if they are unused, unopened, and in their original packaging.
Before returning any order, contact our team first. We will review the issue and confirm the next step so your return is handled correctly.
Eligible Returns
- Unopened products in original packaging
- Items with confirmed manufacturing defects
- Orders that arrived damaged in transit
- Incorrect items sent by our team
Items We Cannot Accept
- Worn or damaged footwear
- Personal care items that cannot be resold for hygiene reasons
- Clearance or final-sale items, unless they arrive faulty or incorrect
- Gift cards
How Returns Work
- 1. Contact us first. Email returns@marscollection.co.ke or call 0726243706 with your order number and the reason for the return.
- 2. Wait for confirmation. We will confirm whether the item qualifies and explain what to send back.
- 3. Pack the item securely. Include the order details and keep the product in its original condition.
- 4. Send it using a traceable method. Keep your shipping receipt until the return has been completed.
Refunds
Once we receive and inspect an approved return, refunds are usually processed within 5 to 7 business days.
- Refunds are sent back to the original payment method.
- Original delivery charges are not refunded unless the item was faulty, damaged, or incorrect.
- We will notify you by email once the refund has been processed.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, contact us as soon as possible after delivery.
Include your order number and, where possible, clear photos of the item and packaging. This helps us resolve the issue faster and arrange a replacement or refund where appropriate.
Exchanges
Exchanges are handled case by case, depending on product condition and available stock.
If you would like a replacement item, contact us first and we will advise whether an exchange or refund is the better route for your order.
Contact
Email: returns@marscollection.co.ke
Phone: 0726243706
Hours: Monday to Friday, 9:00 AM - 8:00 PM
Address: Ronald Ngala Street Dubai Merchant Mall first floor Shop F54
This policy may be updated from time to time. For questions about a specific order, contact our team before returning the item.