At Meroda Cosmetics, we want you to feel confident and happy with your cosmetics purchase. Two key policies help support that experience:

1. A 100% match/money-back Guarantee for first-time product trials within the first 14 days; and

2. A reassuring, industry-leading 30-day money-back policy for other purchase-related concerns.

Please read the return and refund information below to understand how each option works.

If there is an issue, how do I start a refund or return?

For either policy, you will need to contact us and explain what you are unhappy with. The quickest route is usually the Help button found at the bottom right of the app or website.

From there, follow the simple prompts so we can collect the details needed to process a refund, credit, exchange, or return where required.

Please have these details ready: order number, email used at checkout, any photo evidence, and a clear description of the problem.

The Help button also includes chat support. If needed, you may speak with our AI assistant or a Customer Support Advisor, generally available 9:00-17:00 CET, Monday to Friday.

If email is easier, you can reach us at merodacosmeticsfoundation@gmail.com. We aim to respond within 24hrs on business days, so please check your spam folder if you have not heard from us after that time.

There are 3 important points to remember:

1. We do not use a Returns Form. Some unrelated websites may show incorrect return addresses or forms; please do not use them. If a return is needed, we will send clear instructions and, in most cases, a prepaid returns label.

2. Do not send anything back before receiving prior confirmation through Help, Chat, or email. Returning without approval can affect your refund or exchange.

3. Items bought through our website or app cannot be returned to a retail store. We also cannot accept returns for products not purchased online from Meroda Cosmetics. If you bought from an authorized retailer or counter, please contact that retailer directly.

Our 100% Guarantee

If you try our products and decide they are not right for you, for example if Changing Foundation does not match your skin, you can receive a full refund, subject to the terms below.

We may also exchange your order for an item of equal value that could suit you better. In many cases, you will not need to send the product back. We simply ask for the reason and, where possible, photos or videos so we can understand the issue and continue improving.

In some situations, we may ask for the product to be returned, such as for a factory defect or if several units of the same product were purchased. This depends on the reason for the request, your location, and the order value. Customer support will confirm the next steps during your conversation.

If a return is required, please follow these steps to help secure your refund:

1. Contact Customer Support using the process explained above.

2. For damaged, faulty, or incorrect products, provide clear images of the item, product packaging, and shipping box from every angle, including damage, expiry date, LOT number, shade, and product names before the request can be reviewed.

3. For multiple units of the same product, returned items must pass a quality and hygiene check. Multiple units from one order must be returned unopened and unused. Items that look opened, used, or have damaged packaging will fail inspection and must be safely discarded without refund. This protects every customer, and we never resell second-hand products.

*100% Guarantee terms and conditions

1. The refund request must begin within 14 days of receiving the product. Requests made after this period are not eligible under this policy.

2. This policy applies only to cosmetics products. Accessories and tools sold in our store are not included in this offer. Those items are covered by our 30-day money-back policy from the date the product is received.

3. This 100% Guarantee does not apply to bundles or multi-packs. It is designed to help you try our products with confidence, so please do not purchase more than 1 of the same product when trialling it.

4. We want you to try our cosmetics without worrying whether they are right for you. This is a one-time offer for customers trying a product for the first time and cannot be used for repeat purchases of the same product.

5. Refunds are returned to the original payment method. Processing can take up to 14 days from the date our Customer Service Team accepts your refund request.

6. If a discount or promotion was used, the refund is calculated from the discounted price paid, not the full product price.

7. If your order qualified for free shipping but the refund lowers the order total below the free-shipping threshold, the shipping cost will be deducted from your refund. This is because of our third-party distribution policy, and we cannot recover that fee from partners.

8. Free gifts are not eligible under this policy, including Buy One Get One and checkout gift-with-purchase promotions.

9. Engraved or personalized items are not eligible for refund or return once opened, unless faulty.

10. Misuse or abuse of this policy will result in loss of refund eligibility.

For non-makeup products, our standard return policy applies.

Standard Return Policy and 30-day money-back policy: what happens if there is a problem with my order?

1. If your order has an issue, we may send a replacement or offer a refund in the following cases:

You report the issue within 30 days of purchasing the product. Requests after this period are not eligible under this policy;

The product clearly arrived damaged, and you provide photo evidence before opening the box;

The product does not perform as expected and may be faulty. Photos or videos are also required before your request can be processed.

2. If you paid for “Premium” shipping, we can arrange a replacement or refund immediately. With standard delivery, we first need the information requested above before processing a replacement or refund.

3. We may ask for the LOT number from the damaged or faulty item so we can investigate. This is printed on the side of the box near the expiry date.

4. If your order is a set, bundle, or multi-pack, we can only resend or refund the specific damaged item rather than the entire set, bundle, or multi-pack.

5. We cannot offer refunds or replacements for items delivered more than 30 days before your first return, refund, or exchange request.

6. Refunds are issued to the original payment method. Processing can take up to 14 days from the date our Customer Service Team accepts your refund request.

7. If a discount or promotion was used, the refund is based on the discounted amount paid, not the original product price.

8. If your order qualified for free shipping but the product refund lowers the total below the free-shipping requirement, the shipping cost will be deducted from your refund because of our third-party distribution policy.

9. Free gifts are not eligible under this policy, including Buy One Get One and checkout gift-with-purchase promotions.

10. Engraved or personalized items are not eligible for refund or return once opened, unless faulty.

11. Any misuse or abuse of this policy will remove refund eligibility.

12. We can only accept returns of unused cosmetics with unopened packaging. We encourage sharing unwanted products with friends or family who may enjoy them. We also support sustainability and reducing product carbon footprint, so returns are often unnecessary unless we specifically request one, which we will pay for.

13. WARNING – DO NOT RETURN PRODUCTS UNLESS YOU HAVE A RETURNS AUTHORISATION CODE. If products are returned before speaking with customer support and receiving a returns label and authorisation code, your refund or replacement cannot be processed. All warehouse returns must include authorisation codes.

Our Customer Service Team will be glad to help find a suitable solution. We want you to keep enjoying our products and for our cosmetics to earn a place in your makeup bag.

Disclaimer:

Meroda Cosmetics reserves the right to update this policy at any time without notice. Any changes take effect immediately once posted on our website. It is your responsibility to review this policy from time to time. By purchasing from Meroda Cosmetics, you agree to the terms above.

Meroda Cosmetics currently accepts orders shipping to the following countries and regions:

*Please note that shipments to Asia and Australia may take slightly longer because of current global conditions.

If an item arrives faulty or is not the product you ordered, please photograph the item clearly, showing the wrong product or damage, then contact us through the Help button on the website. A customer support team member will get back to you within 48 hours to help resolve it.