Returns
1. Overview
This Returns & Refund Policy sets out the way return requests, refunds and product guarantee claims are dealt with for purchases made through the Meroda Cosmetics website.
This policy is part of the agreement between the customer and Meroda Cosmetics and should be read alongside the Terms & Conditions.
The aim 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 based within the European Union, you are entitled to withdraw from your purchase within 14 days of receiving your order, without giving a reason.
To make use of this right, you must notify Meroda Cosmetics within the 14-day withdrawal period.
Once you have notified us, the product must be sent back without undue delay and no later than 14 days from the date on which you informed us of your withdrawal.
To qualify 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
As soon as the returned product has been received and inspected, the refund will be processed using the original payment method.
3. Hygiene Restrictions for Cosmetic Products
Cosmetic products count as personal-use hygiene products.
For health and safety reasons, products that have been opened, unsealed or used cannot be taken back once the protective seal or packaging has been broken.
EU consumer law allows this restriction for products that cannot be returned for hygiene reasons once they have been opened.
Products sent back without the original seal intact may therefore be refused.
4. Products That Cannot Be Returned
Unless they are defective, the following items are not eligible for return:
opened cosmetic products
products with broken hygiene seals
used cosmetic tools or applicators
products that show signs of use.
This restriction helps safeguard 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 timeframe after delivery.
Customers may be asked to supply:
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 have to send the product back 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 meant to support customer confidence, and it stands separate from statutory consumer rights.
Under this guarantee, customers who are not satisfied with a product may get in touch with Customer Support within the applicable guarantee period.
Guarantee claims may call for:
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
So that the Product Satisfaction Guarantee stays 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 keep a fair balance between customer satisfaction and responsible use of the policy.
8. Returns Process
Where a return is approved, customers will be given 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 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 on receipt.
Refunds will be processed once the returned product has been verified.
9. Refund Processing
Once a refund has been approved, it 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 because of circumstances outside the control of Meroda Cosmetics, 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 keeps an eye on refund activity to ensure fair use of the policy.
Where unusual refund patterns come to light, 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 keep the policy 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: contact@merodacosmeticssmooche.com
Please include:
order number
product name
description of the issue