Return & Refund Policy
At Margaret Robinson, we strive to provide a transparent and straightforward shopping experience. This policy outlines the conditions under which returns and refunds are accepted. By placing an order on our website, you acknowledge that you have read and agreed to this policy as well as our Terms of Service.
1. Return Period
Customers may submit a return request for eligible items within 30 days from the date the order was delivered, provided all requirements stated in this policy are satisfied.
2. Conditions for Returns
To be eligible for a return, the item must meet all of the following criteria:
- The product must be unused, unworn, and free of damage
- It must be returned in its original condition
- All original packaging, labels, and tags must be included
- The return request must be made within the specified return period
- The return must be approved by our customer support team before it is shipped
Trying on items for sizing purposes, similar to a fitting in a physical store, is acceptable. However, if items show signs of wear, washing, or damage, a reduction in value may be applied.
3. Items Not Eligible for Return
Certain products are excluded from returns, including:
- Items with broken or removed hygiene seals
- Custom-made or personalized products
- Items that have been damaged due to misuse or improper handling
For hygiene reasons, underwear, shapewear, and bras cannot be returned once the hygiene seal has been removed.
4. Return Shipping and Restocking Fee
All approved returns must be sent to our central warehouse located in Asia.
Customers are responsible for:
- Covering the full cost of return shipping
- Selecting a shipping method that supports customs clearance
- Paying any applicable customs duties, taxes, or additional charges
- Providing accurate and complete customs documentation
Margaret Robinson is not responsible for return shipments that are delayed, rejected, or lost due to customs issues or incorrect shipping procedures.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, handling, and restocking.
This fee also applies to:
- Unopened parcels
- Orders refused at delivery
- Shipments that are not claimed and are automatically returned
Exception:
The restocking fee may be waived if the item was received defective or damaged, subject to evaluation.
5. Return Address
Returned items must only be sent to the address provided by our customer support team after approval.
Returns sent to any other address will not be accepted or processed.
6. How to Request a Return
To submit a return request, please contact our support team by email:
Your request must include:
- The item(s) you want to return
- The reason for the return
- Photos of the product (required if the item is incorrect or damaged)
- Your full name and shipping address
- Your order number
Our support team will respond with further instructions within 12–24 business hours (Monday–Sunday).
7. Order Cancellations
Orders can be cancelled within 30 minutes after purchase.
Once an order has entered processing, it can no longer be cancelled. After delivery, a return may be requested in accordance with this policy and the Terms of Service.
8. Refund Process
Once the returned item has been received and inspected:
- You will be informed of the inspection outcome
- If approved, the refund will be issued to the original payment method
Refunds are processed within up to 10 business days, depending on your bank or payment provider.
Please note:
- The 15% restocking fee will be deducted where applicable
- Original shipping costs are not refundable
- Optional insured shipping selected at checkout is also non-refundable
For payment-related details, please refer to the Transactions Policy.
9. Discounts and Partial Returns
If your order included a promotional discount (such as bundle offers or volume discounts) and part of the order is returned, the refund amount may be adjusted.
Discounts are recalculated based on the items retained after the return, not the original order.
If returning items causes the order to no longer qualify for the promotion, the discount will be removed and the refund adjusted accordingly.
Refunds are always calculated based on the final adjusted order value.
Return shipping costs remain the responsibility of the customer, and the restocking fee may still apply.
10. Store Credit
In certain cases, we may offer store credit in the form of a discount code instead of a refund.
Store credit:
- Is non-refundable
- Can only be issued once per order
- Can be used for future purchases on our website
- Cannot be exchanged for cash or transferred
11. Failed Delivery or Incorrect Address
If a package is returned due to an incorrect or incomplete shipping address provided at checkout, we may:
- Arrange a reshipment after the item has returned to our warehouse and the correct address has been confirmed, or
- Provide store credit as a goodwill solution, depending on the situation
If returned items are not in their original condition, a reduction in value may be applied.
12. Policy Updates
Margaret Robinson reserves the right to modify or update this policy at any time.
Any changes will take effect immediately once published on the website.
Contact Information
Shop Name: Margaret Robinson
Company Name: Milo Mochi Co., LLC
Company Registration Number: 41-4010122
Tel: +1 (620) 647-8344
Business address: 25 Prospect St, Watertown, Massachusetts 02472, United States.
Warehouse Address: Building 4, 4th Floor, 58 Baiye Road, 523000 Guangdong, China
Email: support@margaret-robinson.com
You can also reach us directly through our Contact page.
Customer Service Hours:
Monday – Friday: 9:00 AM – 5:00 PM (EST)
Saturday – Sunday: 12:00 PM – 5:00 PM (EST)