“Serial Return Behaviour” means repeated purchase and return of products beyond reasonable consumer shopping patterns over a sustained period. Earth & Mars reserves the right to permanently restrict return access for such accounts.

Earth & Mars monitors return patterns to identify misuse or suspected fraud. In such cases, Earth & Mars may restrict return privileges, require manual verification or in-store returns, suspend or block customer accounts, and recover losses or pursue legal remedies where required. Customers will always be notified before any restrictions are applied. These monitoring mechanisms are applied in a fair, proportionate, and non-discriminatory manner solely to prevent misuse of return facilities.

Earth & Mars reserves the right to restrict Cash on Delivery (COD) options and allow only prepaid orders for customer accounts exhibiting unusually high return ratios or repeated change-of-mind returns. Earth & Mars reserves the right to recover losses, including shipping, handling, and product depreciation costs, arising from fraudulent or abusive return behaviour.

Return Abuse Monitoring

Earth & Mars uses automated and manual review systems to monitor unusual return patterns including excessive change-of-mind returns, repeated size bracketing, or high return ratios. These checks are consistent with global e-commerce fraud prevention practices and are implemented to ensure fair access to return facilities for all genuine customers.

Return restrictions may be applied where a customer’s return ratio exceeds reasonable shopping behaviour thresholds over a sustained period, as determined by Earth & Mars risk review systems.

Right to Refuse Service

Earth & Mars reserves the right to refuse future orders or returns from customers identified for policy misuse, fraudulent activity, or repeated unreasonable return behaviour, after due notice to the customer.

All such monitoring outcomes are subject to human review to ensure fairness and to avoid automated decision errors.

Fair Use & Hygiene Protection

Due to the nature of apparel products and hygiene considerations, Earth & Mars reserves the right to deny returns where products appear worn beyond a single reasonable indoor trial for size verification, exposed to odour, or returned in a condition unsuitable for resale. Returns of products that appear to have been worn for events, photoshoots, social media content creation, or occasions beyond reasonable trial for fit may be rejected during inspection. This measure is necessary to protect all customers and maintain product hygiene standards.

Earth & Mars reserves the right to analyse product crease patterns, fabric stress marks, odour traces, lint accumulation, and tag condition during technical inspection to determine usage beyond reasonable trial. Such inspection findings shall be considered final for return eligibility decisions.