Returns

1. Overview

This Returns & Refund Policy explains how return requests, refunds, and product guarantee claims are handled for purchases made through the Meroda Cosmetics website.

This policy forms part of the agreement between the customer and Meroda Cosmetics and should be read together with the Terms & Conditions.

The purpose of this policy is to:

• comply with EU consumer protection laws

• ensure clear expectations for customers

• protect hygiene standards for cosmetic products

• prevent misuse of refund policies

• maintain a fair and consistent approach to returns and refunds.

2. Right of Withdrawal (EU Consumers)

If you are a consumer located within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise this right, you must notify Meroda Cosmetics within the 14-day withdrawal period.

After notifying us, the product must be returned without undue delay and no later than 14 days from the date you informed us of your withdrawal.

To be eligible for return under the withdrawal right:

• the product must be unused

• the product must remain sealed

• the product must be returned in its unopened original packaging

Once the returned product is received and inspected, the refund will be processed using the original payment method.

3. Hygiene Restrictions for Cosmetic Products

Cosmetic products are considered personal-use hygiene products.

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

This restriction is permitted under EU consumer law for products that cannot be returned for hygiene reasons once opened.

Products returned without the original seal intact may therefore be refused.

4. Products That Cannot Be Returned

The following items are not eligible for return unless defective:

• opened cosmetic products

• products with broken hygiene seals

• used cosmetic tools or applicators

• products that show signs of use.

This restriction helps ensure product safety and hygiene for all customers.

5. Defective or Incorrect Products

If a product arrives damaged, defective, or incorrect, customers should contact Meroda Cosmetics within a reasonable timeframe after delivery.

Customers may be asked to provide:

• photos of the product

• photos of the packaging

• the product batch number

If the issue is confirmed, Meroda Cosmetics may offer one of the following remedies:

• replacement product

• refund

• store credit.

In these cases, customers may not be required to return the product if doing so is impractical.

6. Product Satisfaction Guarantee

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

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

Under this guarantee, customers who are not satisfied with a product may contact Customer Support within the applicable guarantee period.

Guarantee claims may require:

• proof of purchase

• explanation of the issue experienced

• supporting photos or information.

Meroda Cosmetics may offer one of the following solutions:

• replacement product

• store credit

• refund

Meroda Cosmetics reserves the right to refuse claims where misuse or abuse of the guarantee is suspected.

7. Limits to Prevent Policy Misuse

To ensure the Product Satisfaction Guarantee remains fair and sustainable, the following safeguards may apply:

• the guarantee may be limited to one claim per product per customer

• repeated or excessive refund claims may be reviewed

• Meroda Cosmetics reserves the right to decline claims where refund abuse is suspected.

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

8. Returns Process

Where a return is approved, customers will receive instructions from Customer Support.

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

Depending on the situation, customers may receive:

• a return shipping label

• instructions to ship the item back using their own carrier

Return shipping costs may be deducted from the refund unless the return is due to a defective or incorrect product.

Returned items will be inspected upon receipt.

Refunds will be processed once the returned product has been verified.

9. Refund Processing

Once a refund has been approved, the refund will be issued using the original payment method.

Refund processing times may vary depending on the payment provider but typically take 5–10 business days after approval.

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 due to circumstances outside Meroda Cosmetics’ control, such as:

• incorrect address provided at checkout

• failure to collect the parcel

• refusal to pay applicable import duties

the shipment may be returned to sender.

In such cases:

• the original shipping cost may not be refundable

• reshipment may require payment of a new shipping fee.

11. Refund Abuse Prevention

Meroda Cosmetics monitors refund activity to ensure fair use of the policy.

Where unusual refund patterns are identified, including repeated refund claims or behaviour indicating misuse of the Product Satisfaction Guarantee, Meroda Cosmetics reserves the right to:

• decline future refund requests

• limit guarantee eligibility

• require additional verification.

These measures help ensure the policy remains fair for all customers.

12. Contact

Customers who wish 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: support@merodacosmetics.com

Please include:

• order number

• product name

• description of the issue