Return window
You have 60 days from delivery to request a return. Marqata accepts returns for products that have been opened and used.
Opened and used products
Opened and used equipment is eligible for return. Contact us before sending anything back so we can provide the return authorisation and instructions for your order.
How to start a return
Email support@marqata.com with your order number and the reason for return. We will issue a return authorisation and the return address within one business day. Returns sent without authorisation cannot be processed.
Return shipping costs
We pay return shipping when the item is faulty, damaged in transit, or not what you ordered. For a change of mind, return shipping is the customer’s responsibility. Large equipment is expensive to ship — ask us for an estimate before deciding.
Refunds
Once your return arrives and is reviewed, a refund is issued within 3–5 business days to the original payment method. Your bank or card issuer may take a further 3–10 business days to post it. Original shipping costs are not deducted, as shipping was free.
Exchanges
Tell us which model you would prefer. We ship the replacement as soon as the return is received and refund or invoice the difference.
Damaged on arrival
Photograph the outer packaging and the machine and email us within 48 hours of delivery. We will ship a replacement at no cost — no return is required in most cases.
Cancellations
Orders can be cancelled at no cost before dispatch. Email support@marqata.com with your order number as soon as possible.
Warranty claims
Faults appearing after the 60-day return window are handled under the one-year limited warranty. See our Warranty page.
Questions: support@marqata.com, Monday to Friday 9:00am–5:00pm ET.