Refund Policy

Made-to-Order Products

All Marlot Baus products are handcrafted to order. For the TRENZAR collection, limited editions, one-of-a-kind pieces, and singular pieces commissioned or made to order, cancellations are accepted only within the first 24 hours after placing the order, provided production has not yet begun. Once this period has elapsed, or once production has started, the order is considered final and cannot be cancelled.

Custom products (custom sizes, envelope thickness, edge definition, or any other personalisation) cannot be returned under any circumstances unless there is a manufacturing defect that cannot be repaired within 40 business days.

Return Conditions

For non-defective returns of standard (non-custom) products, the following conditions apply:

  • The product must be in its original, unused condition with no signs of assembly, use, or modification.
  • The product must be in its original packaging.
  • Shipping costs will not be refunded, and the customer will be responsible for an additional return shipping charge of approximately 12% of the product value.
  • Returns are accepted for EU countries only.
  • Cancellation costs apply once tracking codes have been issued.

Timeline

You must initiate your return within 14 calendar days of receiving your order. Once authorised, you have a maximum period of 14 days to complete all required steps. Products must be packed and ready for collection within 10 business days from the date of authorisation. Failure to meet these deadlines will result in the return request being closed.

Inspection and Damage Reporting

You must inspect the product thoroughly upon delivery. Any visible damage must be noted on the delivery receipt before signing. Report all damage to us within 48 hours of delivery at hola@marlotbaus.com, including photographs of the product, the damage, and the packaging. Claims submitted after this period or without photographic evidence may not be accepted.

Transport Insurance

All shipments include full transport insurance. If your product arrives damaged, we will arrange the repair or replacement of the piece at no cost to you — this is our commitment to ensuring you receive your product in perfect condition.

If the customer declines the repair or replacement covered by the insurance and instead requests a full return and refund of a damaged product, all associated logistics costs (return shipping, handling, and any applicable fees) will be borne by the customer.

Non-Refundable Items

The following are not eligible for exchange or refund:

  • Custom or made-to-measure products.
  • Products that have been assembled, used, or modified.
  • Items purchased at a special discount or with a coupon code.
  • Sample kits (although their cost is deducted when you order your table).

Warranty Exclusions

Marlot Baus is not responsible for damage resulting from improper use, negligence, accidents, normal wear, or failure to follow care instructions. Microcement and natural wood finishes may contain subtle variations and imperfections inherent to the handmade process — these are a mark of authenticity, not defects.

For products with outdoor finishes: the warranty does not cover damage caused by exposure to the elements without adequate protection. Outdoor pieces must be placed in a covered area (porch, pergola, covered terrace) and covered with a waterproof protective cover during winter or prolonged bad weather. Damage from rain, frost, prolonged direct sunlight, or humidity on unprotected pieces is not covered.

Our tables are designed for normal domestic use on flat, firm and level surfaces. Rugs, carpets, soft floors or uneven surfaces may reduce the perceived stability of the product, especially in tables with a central base, two supports, cylindrical, conical or oval legs, and side or coffee tables with a reduced support footprint. These typologies are not recommended for use on medium/high-pile rugs or soft surfaces. Instability resulting from this type of surface, or from use other than the intended use, will not by itself be considered a product defect, without prejudice to the customer's statutory rights where a real lack of conformity exists.

Coffee tables and decorative pieces are designed to support objects appropriate to their ordinary use. They are not designed for sitting, standing, rocking or supporting body weight continuously, such as use as a footrest.

International Orders

Marlot Baus shall not be held responsible for any issues, delays, additional costs, customs duties, retention, or incidents arising from the import process in countries outside the European Union. The customer is solely responsible for all import taxes and fees applicable in their country.

Refund Processing

Once a return is approved and the product has been received and inspected at our workshop, refunds will be processed within 7–12 business days, depending on your payment method and banking institution. Refunds are issued to the original payment method only.

Contact

Marlot Baus S.L.
Barcelona, España
hola@marlotbaus.com

Refund policy

Refund Policy

We take pride in offering high-quality products and strive to ensure that our customers are satisfied with their purchase. However, it's important to note that when the product is customized in terms of sizes, table envelope thickness, edge definition, and other modifications, returns will not be accepted unless a defect is present in the objects delivered and Marlot Baus fails to repair it in a 40 business days period time.

In the event of a return where there is no defect in the product, shipping costs will not be refunded, and the customer will be responsible for an additional shipping charge of approximately 12% of product value depending on product for all EU countries only available if original packaging is used.* In case our return service is hired, otherwise customer is responsible for delivery the product in perfect, unused condition to our warehouse.

Cancellation costs will apply since a tracking code has been provided and the table has left our workshop. For personalized and non-stock items cancellation won't be possible.

If for any reason you are not satisfied with your purchase and wish to initiate a return or exchange, please contact us within 14 days of receiving your order. 

Once the return process has been initiated, the customer will have a maximum period of 14 days to complete all the required steps, including the collection of the product by the transport agency. This period may be extended only in cases of force majeure, such as natural disasters (floods, earthquakes), medical emergencies (sudden hospitalisation), legal restrictions (lockdowns or mandatory quarantines), or other unforeseen circumstances beyond the customer's control. If the process is not completed within this period and there is no force majeure, the return will be considered rejected, and it will no longer be possible to proceed with it.

For any authorised return or exchange, the customer must ensure that the product is properly packed and ready for collection within 10 business days from the date of authorisation. After this period, it will no longer be possible to carry out the return or exchange.

If the order presents some damage or defect, please report in 48 hours after receiving the items so we can manage the case. The returned item must be in its original, unused condition, Marlot reserves its right to not accept returns if the product arrived in used or bad condition.

All sales of specially discounted items or items purchased with a coupon code are not subject to exchange or refund.

Marlot Baus is not responsible for defects due to: damage caused by improper use or negligence, aesthetic changes and damage due to normal wear and tear. Shipping costs are non-refundable and are the responsibility of the customer.

The Microcement finishing as can be seen in the website, instagram pictures and shared pictures with customers can be irregular and contain imperfections that make our handmade pieces unique and beautiful due to the production process nature, such imperfections will not be considered as defects regarding potential returns.

Marlot Baus shall not be held responsible for any issues, delays, additional costs, customs retention, or incidents arising from the import process in countries outside the European Union. It is the sole responsibility of the customer to ensure that the products comply with local regulations, manage customs procedures, and pay any applicable duties or taxes in the destination country. If these conditions are not met and the product cannot enter the destination country, the customer will not be eligible for a refund of the product or the amount paid for it.

Marlot Baus won't be responsible for damages caused to packed items for more than 15 days, specially natural wood items require ventilation to avoid damages or humidity.

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will initiate a refund to your credit card or original method of payment. Once the refund has been processed it may take up to 7-12 business days to see the funds reflected in your account depending on the payment method and banks used in the transaction, this is an external factor Marlot Baus can not control.

Please be aware that it may take some time for your bank or credit card company to process and post the refund to your account.

If you have any questions or concerns about our refund policy, please do not hesitate to contact us at hola@marlotbaus.com. We are here to assist you with anything you may need.

* Marlot Baus does not offer this service outside the EU. Therefore, customers outside the EU are solely responsible for handling their own returns, including all associated costs. This responsibility also covers any potential damage to the product during the return process. For items damages only repair or reposition service will be available.