Returns

1. Overview

This Returns & Refund Policy sets out the way return requests, refunds, and product guarantee claims are managed for orders placed through the Meroda Cosmetics website.

It forms part of the agreement between the customer and Meroda Cosmetics and should be read alongside the Terms & Conditions.

The aims of this policy are to:

• meet EU consumer protection requirements
• set clear expectations for customers
• safeguard hygiene standards for cosmetic products
• discourage misuse of refund policies
• keep returns and refunds fair and consistent.

2. Right of Withdrawal (EU Consumers)

If you are a consumer based in the European Union, you may withdraw from your purchase within 14 days of receiving your order, and you do not have to give a reason.

To use this right, you need to inform Meroda Cosmetics during the 14-day withdrawal window.

After telling us, the product has to be sent back without undue delay and no later than 14 days from the date you notified us of your withdrawal.

To qualify for a return under the withdrawal right:

• the product must be unused
• the product must still be sealed
• the product must be returned in its unopened original packaging

Once we receive and inspect the returned product, the refund will be issued to the original payment method.

3. Hygiene Restrictions for Cosmetic Products

Cosmetic products count as personal-use hygiene products.

For health and safety reasons, items that have been opened, unsealed, or used cannot be returned once the protective seal or packaging has been broken.

This limitation is allowed under EU consumer law for goods that cannot be returned for hygiene reasons after being opened.

Products sent back without the original seal intact may therefore be declined.

4. Products That Cannot Be Returned

Unless faulty, the following items cannot be returned:

• opened cosmetic products
• products whose hygiene seals are broken
• used cosmetic tools or applicators
• products showing signs of use.

This measure helps protect product safety and hygiene for every customer.

5. Defective or Incorrect Products

Should a product arrive damaged, defective, or incorrect, customers should get in touch with Meroda Cosmetics within a reasonable period after delivery.

Customers may be requested to supply:

• photos of the product
• photos of the packaging
• the product batch number

If the problem is confirmed, Meroda Cosmetics may provide one of these remedies:

• a replacement product
• a refund
• store credit.

In such situations, customers may not have to return the product where doing so would be impractical.

6. Product Satisfaction Guarantee

Meroda Cosmetics may provide a Product Satisfaction Guarantee on selected products.

This guarantee is a voluntary commercial policy intended to build customer confidence and is separate from statutory consumer rights.

Under it, customers who are unhappy with a product may reach out to Customer Support within the applicable guarantee period.

Guarantee claims may call for:

• proof of purchase
• an explanation of the issue experienced
• supporting photos or information.

Meroda Cosmetics may then offer one of these solutions:

• a replacement product
• store credit
• a refund

Meroda Cosmetics keeps the right to reject claims where misuse or abuse of the guarantee is suspected.

7. Limits to Prevent Policy Misuse

So the Product Satisfaction Guarantee stays fair and sustainable, the following safeguards may apply:

• the guarantee may be capped at one claim per product per customer
• repeated or excessive refund claims may be reviewed
• Meroda Cosmetics keeps the right to refuse claims where refund abuse is suspected.

These safeguards help keep a fair balance between customer satisfaction and responsible use of the policy.

8. Returns Process

Where a return is approved, customers will be sent instructions by Customer Support.

Once a return has been approved, the product must be shipped back within 14 days of receiving the return instructions.

Depending on the case, customers may be given:

• a return shipping label
• instructions to send the item back using their own carrier

Return shipping costs may be taken from the refund unless the return is caused by a defective or incorrect product.

Returned items are inspected on arrival.

Refunds are processed once the returned product has been verified.

9. Refund Processing

After a refund is approved, it will be issued to the original payment method.

Refund processing times can vary by payment provider but usually take 5–10 business days once approved.

Shipping costs are generally non-refundable unless the return results from a defective or incorrect product.

10. Delivery Issues

If an order cannot be delivered because of circumstances beyond Meroda Cosmetics’ control, for example:

• an incorrect address entered at checkout
• failure to collect the parcel
• refusal to pay applicable import duties

the shipment may be sent back to sender.

In these cases:

• the original shipping cost may not be refundable
• reshipment may require payment of a new shipping fee.

11. Refund Abuse Prevention

Meroda Cosmetics keeps an eye on refund activity to ensure the policy is used fairly.

Where unusual refund patterns are detected, such as repeated refund claims or behaviour that suggests misuse of the Product Satisfaction Guarantee, Meroda Cosmetics keeps the right to:

• decline future refund requests
• limit guarantee eligibility
• require additional verification.

These steps help keep the policy fair for all customers.

12. Contact

Customers who want to request a return, report a defective product, or submit a Product Satisfaction Guarantee claim can contact:

Customer Support via Live Chat on the Site

Meroda Cosmetics

Email: merodacosmeticsskin@gmail.com

Please include:

• order number
• product name
• description of the issue