Return & Refund Policy

Last updated: 03.02.2026

At Mary & Eleanor, we want you to feel confident in your purchase. We offer a 30-day return window, subject to the conditions outlined below.

1. Return Eligibility

You may request a return within 30 calendar days of the date your order was delivered, as recorded by the carrier's tracking information or other reliable delivery evidence.

To qualify for a return:

• The item must have been purchased directly from our official Mary & Eleanor store.

• Proof of purchase or an order number must be provided.

• The product must be returned with its original components and accessories.

• The product must be reasonably clean, complete, and free from damage beyond ordinary inspection or reasonable at-home trial.

• The return must be authorized by our customer support team before shipment.

We reserve the right, where permitted by applicable law, to refuse a discretionary return or make a reasonable, documented deduction if the item has been damaged through misuse, excessive wear, improper handling, or is returned missing essential components.

This does not limit your rights regarding defective, damaged, or incorrectly supplied products.

2. How to Request a Return

To initiate a return, contact us at support@maryeleanor.shop within 30 days of delivery.

Please provide:

• Your order number.

• The email address associated with your purchase.

• The reason for your return.

• Photographs where the return concerns damage, a defect, or an incorrect item.

Our support team will provide return instructions and the appropriate return destination.

Please do not send a return to the address shown on your original shipping label or to our business address unless specifically instructed to do so.

Once your return is authorized, please dispatch the item within 14 calendar days.

3. Return Shipping Costs

For returns due to a change of mind, personal preference, or an unwanted purchase, the customer is responsible for the cost of return shipping.

We recommend using a tracked shipping service. Customers remain responsible for safely packaging and returning the item until it reaches the designated return facility, subject to applicable law.

If you receive a defective, damaged, or incorrect product, JoyFlex will provide an appropriate remedy and cover reasonable return shipping costs when required by law or when the return is due to our error.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival.

If you believe an item is damaged, defective, or incorrect, contact support@maryeleanor.shop as soon as reasonably possible. Photographs or a short video may help us resolve the issue faster.

Depending on the circumstances and applicable law, we may offer a replacement, repair, refund, or another appropriate remedy.

Nothing in this policy excludes statutory consumer rights or remedies for defective or misrepresented goods.

5. Refund Processing

Once your return has arrived, we will inspect it and notify you whether it has been approved.

Approved refunds are generally processed within 10 business days after the return has been received and inspected.

Refunds will be issued to the original payment method unless another method is agreed upon or required by law.

Your bank or payment provider may require additional time to post the refund.

For discretionary change-of-mind returns, any original expedited shipping charges or optional services that were separately purchased are generally non-refundable to the extent permitted by law. Standard U.S. shipping is currently offered free of charge.

6. Non-Returnable Circumstances

Discretionary returns may be declined for products that:

• Are returned outside the 30-day return window.

• Are materially damaged through misuse or neglect.

• Have been materially altered or modified.

• Are missing essential components.

• Cannot be appropriately inspected due to their condition.

Any exceptions required by law will still apply.

7. Exchanges

We do not guarantee direct exchanges.

If you would like a different product, please contact our support team to discuss available options. You may need to complete a return and place a new order.

Defective or incorrectly supplied goods will be handled separately under applicable consumer protection rules.

8. Order Cancellations

You may request cancellation before your order has been shipped.

If your order has not yet shipped, we will cancel it and issue a refund.

Once the order has shipped, cancellation may no longer be possible and our standard return procedure will apply, without limiting any statutory cancellation rights.

9. Return Destination

Authorized returns must be sent to:

黄文韬 18924737207 广东省，惠州，惠城区 水口街道东江高新科技产业园鼎晟盛威智慧科技园6栋5楼A区

Do not return products without first contacting our support team for authorization and instructions.

10. Contact

For returns and refunds, contact:

Mary & Eleanor Customer Support

Email: support@maryeleanor.shop

Website: www.maryeleanor.shop

This policy does not affect rights or remedies that cannot legally be excluded or limited.