Refund policy
RETURN, REFUND & EXCHANGE POLICY
Effective Date: September 2026
This Return, Refund & Exchange Policy (“Return Policy”) applies to all purchases made through the Marietta La Bella website and forms part of the Terms of Service governing purchases from Marietta La Bella (“Marietta La Bella,” “we,” “us,” or “our”).
By placing an order through our website, you acknowledge that you have read and agreed to this Return Policy and the applicable Terms of Service. Our Terms of Service expressly provide that products purchased through the website are subject to return or exchange only in accordance with our Return Policy.
Nothing in this Policy is intended to exclude, restrict, or waive any right or remedy that cannot lawfully be excluded or restricted under applicable law.
1. NATURE OF OUR PRODUCTS
Certain Marietta La Bella products, particularly bridal gowns, may be made to order, customized, specially prepared, or otherwise committed to production following receipt of an order.
Accordingly, orders may not be cancelled or returned solely because of a change of mind, change in circumstances, change in wedding plans, incorrect size selection, or personal preference, except where expressly provided in this Policy or required by applicable law.
Customers are responsible for reviewing product descriptions, sizing information, measurements, colors, specifications, and other order details before completing a purchase.
While we make reasonable efforts to display products, colors, and images accurately, variations in color may occur depending on the customer's monitor or device. Our Terms of Service expressly acknowledge that display settings may affect the appearance of product colors.
2. ELIGIBILITY FOR RETURNS
Except as otherwise required by applicable law, Marietta La Bella accepts returns only where an item is demonstrably defective, damaged in transit, materially incorrect, or materially different from the product ordered or described on the website.
A return request does not automatically constitute authorization to return an item. No item should be shipped back without prior written authorization from Marietta La Bella.
3. NOTICE OF DEFECT, DAMAGE OR INCORRECT ITEM
The customer must notify Marietta La Bella of any alleged defect, damage, incorrect item, or material discrepancy within three (3) working days following delivery.
The customer must provide:
- Order number;
- Full name;
- Description of the alleged issue; and
- Clear, unedited photographs showing the item and the alleged defect, damage, or discrepancy.
Failure to provide notice within the applicable three-working-day period may result in the claim being denied, except where otherwise required by applicable law.
Marietta La Bella may request additional photographs, information, or other reasonable documentation necessary to evaluate the claim.
4. RETURN PERIOD
Where a return has been authorized, the item must be received by Marietta La Bella within fifteen (15) days of the original delivery date, unless a different period has been expressly authorized in writing.
The return period does not create an independent right to return an item that is otherwise non-returnable under this Policy.
5. BRIDAL GOWNS
5.1 No Change-of-Mind Returns
Due to the nature, value, and production requirements associated with bridal gowns, bridal gowns are not returnable solely because the customer changes their mind, changes their wedding plans, selects a different style, selects a different size, or no longer wishes to purchase the gown.
This applies whether the gown is ready to ship, made to order, or otherwise specially prepared for the customer, subject to any rights provided by applicable law.
5.2 Eligible Bridal-Gown Claims
A bridal gown may qualify for a return, replacement, exchange, or other remedy where Marietta La Bella determines that:
- The gown contains a material manufacturing defect;
- The gown was materially damaged prior to or during delivery;
- The wrong gown, color, or other materially incorrect item was supplied due to an error attributable to Marietta La Bella; or
- The gown is materially inconsistent with the product ordered or materially different from its advertised description.
The customer must comply with the notice and documentation requirements set forth in Section 3.
5.3 Size and Measurements
Incorrect size selection by the customer is not considered a manufacturing defect.
Customers are responsible for selecting the appropriate size using the applicable Marietta La Bella size chart and measurement instructions.
Where custom measurements are requested, the customer is responsible for providing accurate measurements. Marietta La Bella is not responsible for fit issues resulting from inaccurate, incomplete, or improperly obtained measurements supplied by the customer.
Customers are strongly encouraged to have measurements taken by a qualified professional.
5.4 Alterations
Any alteration, modification, repair, cleaning, pressing, dyeing, or other treatment performed by the customer or by a third party after delivery may affect return eligibility.
A gown that has been altered after delivery is generally not eligible for return unless the alteration was expressly authorized by Marietta La Bella in writing.
6. CUSTOM, PERSONALIZED & MADE-TO-MEASURE PRODUCTS
Custom, personalized, and made-to-measure products are prepared specifically for the customer.
Except where required by applicable law or where the product is defective or materially incorrect, such products are final sale once customization or production has commenced and are not eligible for cancellation, return, or exchange.
This includes, without limitation:
- Made-to-measure bridal gowns;
- Custom measurements;
- Custom colors;
- Personalized jewelry;
- Special design modifications;
- Custom sizing; and
- Other products specifically modified or produced at the customer's request.
7. CONDITION OF RETURNED MERCHANDISE
Where a return has been authorized, merchandise must be returned in its original condition.
Unless otherwise authorized in writing, the item must be:
- Unworn;
- Unwashed;
- Unaltered;
- Free from perfume, makeup, stains, odors, pet hair, or other signs of use;
- Accompanied by original tags and labels; and
- Accompanied by original dust bags, packaging, and other included components, where applicable.
Marietta La Bella reserves the right to reject a return where the condition of the merchandise prevents the item from being resold or reasonably inspected.
8. RESTOCKING & PROCESSING FEE
Where a return is approved and a refund is authorized, a restocking and processing fee of ten percent (10%) of the applicable order value may be deducted from the refund, except where prohibited by applicable law or where the return results from an error attributable to Marietta La Bella.
This fee is separate from any applicable shipping or return-shipping charges.
9. FINAL SALE PRODUCTS
Products expressly identified as “Final Sale” at the time of purchase are not eligible for return, refund, or exchange due to change of mind or personal preference.
A Final Sale product may nevertheless be eligible for a remedy where it arrives defective, materially damaged, materially incorrect, or where otherwise required by applicable law.
Claims concerning Final Sale merchandise must be submitted within three (3) working days of delivery and must include clear photographic evidence.
10. ORDER CANCELLATIONS
Cancellation requests must be submitted by email to:
The following cancellation terms apply:
Within 12 Hours
A customer may request cancellation within twelve (12) hours of placing the order, provided the order has not already entered production, customization, fulfillment, or shipment.
Where cancellation is approved within this period, the eligible amount will be refunded to the original payment method.
After 12 Hours
Cancellation requests submitted more than twelve (12) hours after the order is placed may be accepted only at the discretion of Marietta La Bella and only where the order has not progressed to a stage at which cancellation is no longer reasonably possible.
Where such cancellation is approved, ten percent (10%) of the total order value will be retained as a cancellation, restocking, and order-processing fee, and the remaining eligible amount will be refunded.
After Production or Fulfillment
Once production, customization, fulfillment, or shipment has commenced, the order may no longer be cancelled, except where otherwise required by applicable law.
A cancellation request is not effective merely because it has been submitted. Cancellation is effective only upon written confirmation from Marietta La Bella.
11. RETURN SHIPPING
Unless otherwise required by applicable law or expressly agreed by Marietta La Bella in writing, the customer is responsible for the cost of returning merchandise.
Marietta La Bella will provide return instructions following approval of an eligible return.
Customers must not ship merchandise to an address other than the address provided in the return authorization.
12. INSPECTION AND DETERMINATION
Upon receipt of a returned item, Marietta La Bella will inspect the merchandise to determine whether the claimed defect, damage, discrepancy, or other qualifying condition exists.
Marietta La Bella reserves the right to deny a return where:
- The item does not correspond to the original order;
- The alleged defect is not present;
- The item shows signs of wear or use;
- The item has been altered or modified;
- The item has been damaged after delivery;
- The customer failed to comply with the applicable notification requirements; or
- The return does not otherwise satisfy this Policy.
Our determination will be based upon the condition of the merchandise and the information reasonably available to us.
13. AVAILABLE REMEDIES
Where a return claim is approved, Marietta La Bella may, depending upon the circumstances and applicable law, provide one or more of the following remedies:
- Replacement;
- Exchange;
- Repair, where reasonably available;
- Full or partial refund; or
- Another mutually agreed resolution.
The appropriate remedy will depend upon the nature and severity of the issue, availability of replacement merchandise, and applicable legal requirements.
14. REFUNDS
Approved refunds will be issued to the original payment method used for the purchase, unless otherwise required by applicable law.
Once a refund has been authorized, processing times may vary depending upon the customer's bank, credit-card issuer, payment provider, or other financial institution.
If a refund does not appear within ten (10) business days after Marietta La Bella confirms that the refund has been processed, the customer should first contact the applicable payment provider or financial institution and thereafter contact us at:
15. EXCHANGES
Exchanges are generally limited to merchandise that Marietta La Bella determines to be defective, damaged, or incorrectly supplied.
Exchange requests must comply with the applicable notification, documentation, condition, and return requirements contained in this Policy.
Custom, personalized, and made-to-measure merchandise may not be eligible for exchange once production or customization has commenced.
16. RETURN PROCEDURE
To request a return:
Step 1 — Contact Us
Email info@mariettalabella.com within the applicable notification period and provide your order number, full name, description of the issue, and clear photographs.
Step 2 — Await Authorization
Do not return the merchandise until Marietta La Bella provides written authorization and return instructions.
Step 3 — Package the Merchandise
Securely package the merchandise with all applicable original tags, labels, packaging, dust bags, and accessories.
Step 4 — Ship the Merchandise
Return the merchandise using the shipping method and address specified in the return authorization.
Step 5 — Inspection
Upon receipt, the merchandise will be inspected to determine eligibility.
Step 6 — Resolution
If the return is approved, the applicable refund, replacement, exchange, or other remedy will be processed in accordance with this Policy.
17. NO UNAUTHORIZED RETURNS
Unauthorized returns will not be deemed an acceptance of liability or an admission that the merchandise is eligible for return.
Marietta La Bella reserves the right to refuse or return unauthorized shipments at the customer's expense, to the extent permitted by applicable law.
18. RESERVATION OF RIGHTS
Marietta La Bella reserves the right to amend, modify, or update this Return Policy by posting a revised version on the website. The applicable policy will generally be the version in effect at the time of the relevant purchase, subject to applicable law.
Nothing in this Policy limits any rights or remedies available to a customer under applicable federal, state, provincial, or other applicable law.
The Terms of Service provide that Marietta La Bella may update its website policies and that continued use of the website following publication of changes constitutes acceptance of those changes.
19. CONTACT INFORMATION
All questions, cancellation requests, return requests, and refund inquiries should be directed to:
Marietta La Bella
Email: info@mariettalabella.com
Important legal note: This is drafted in a more lawyer-style form, but I would not publish it as “legally compliant” for every customer location without having a U.S. e-commerce attorney review it. Your existing Terms of Service say the governing law is “the laws of the United States,” but U.S. consumer-return rules can vary by state, and a blanket “no returns” provision cannot override mandatory consumer protections.