At Meroda Cosmetics, we strive for your satisfaction with our high-quality products. We have two important policies that support this:

1. 100% match/money back Guarantee, that covers trying our products (within first 14 days) for the first time and;

2. a reassuring, and industry leading 30-day money back policy, for any other issues experienced with your purchase.

Please review our return & refunds policies below for details on how to use these.

If I have a problem - How to initiate a refund/return?

With either of the 2 policies you will need to contact us to let us know about your dissatisfaction. The best, and fastest way to do this is via the Help button on the bottom right of the App or Webpages.

Here you can follow the simple instructions to register the important details we require to initiate a refund, credit, exchange or return (if deemed necessary).

Have to hand your: Order number, email address used on the order, any photographic evidence, details of the issue.

There is also a chat feature within the Help button if you struggle, and you will either speak to our AI agent ‘Rosa’, or live to Customer Support Advisor (generally 9:00-17:00 CET Mon-Fri).

If email is more your thing, then you can contact our support team via: support@merodacosmetics.com and we aim to come back to you within 24hrs of your email (Mon-Fri). So if you are not in a rush, you can drop us an email. We will reply to you, so please check your spam folders if you have not heard anything after 24hrs.

It’s important to note 3 things:

1. we do NOT have a Returns Form, although some unrelated websites offer an incorrect return address/form - do not use these. If we need you to return the products/order we will give you clear instructions and in most occasions we will send you a pre-paid returns label.

2. DO NOT send anything back to us, without PRIOR discussion/agreement via Help, Chat or email, as this will jeopardise your successful refund/exchange.

3. Items purchased through our Website/App cannot be returned to a store. Likewise, We are unable to accept returns on products not purchased online at Merodacosmetics.com. If you purchased a product at one of our authorized retailers or counters, please contact them directly.

Our 100% Guarantee

If after trying our products, you don’t like them for any reason? Like the Changing Foundation doesn't skin match for you You will be refunded in full! (*see T&C’s for details).

We can also exchange your order for something of the same value that could be a better fit. Most of the time you won’t even need to send the product back to us! We only ask that you give us reasons and, if possible, pictures or videos, to let us know what was the problem. We want to keep improving our products and your feedback helps us on this mission!

In some cases however, we may ask you to return the product to us (e.g. factory defect for example, or if you have bought several items of the same product). This will depend on the reason
for your refund request, your location and the value of your purchase, but a customer support member will confirm during your communication.

If we require you to return the product(s), you will need to do some things in order to ensure your product refund:

1. Follow the process detailed above to contact us at Customer Support.

2. For damaged, faulty or incorrect products. As part of this process provide us with clear pictures of the item, the product packaging and the shipping box from each angle (so we can see any damage, expiry date, LOT number, shades, product names etc) before your request can be processed.

3. For multiples of the same product. Returned items will go through an inspection for quality and hygiene reasons. Multiple items bought on the same order will need to be returned unopened and unused. Items that appear opened, used, or with damaged packaging will not pass inspection and will have to be safely discarded without refund. This is to ensure the safety of all our customers. We never sell 2nd hand products.

*100% Guarantee Terms and conditions

1. The refund request must be initiated within 14 days of receiving the product. Any requests made beyond this period will not be eligible for a refund under this policy.

2. This policy applies only to our cosmetics products. Any accessories and tools we offer in our store are not
included in this offer. These items are covered by our industry leading 30 day (from receiving the product) money back guarantee.

3. This 100% Guarantee offer does not apply to bundles or multi-packs. Its to support you trying our products out with confidence. So don’t buy more than 1 of the same product if you are trailing it.

4. We want you to be able to try our cosmetics without worrying whether the product is right for you! This is why this is a one-time offer for customers trying our products for the first time. It cannot be applied to any customers ordering the same product again.

5. Refunds will be issued to the
original form of payment used for the purchase. It can take up to 14  days from the date of accepting your refund request by our Customer Service Team to process the refund.

6. If you used a discount or
promotion on your purchase, your refund will be calculated based on the
discounted price you paid, not the base price of the product without the discount.

7. If your order qualified for free shipping, but after your product refund this brings the total cost of the order to under the free shipping qualifier, then the cost of shipping will be deducted from your refund. This is due to our third-party distribution policy. We are unable to recover that fee from our partners.

8. Free gifts are not eligible for this policy. Including out Buy One Get One, and Checkout gift with purchase promotions.

9. Engraved or personalised items are not eligible for refund or turn unless faulty once opened.

10. Any misuse or abuse of this policy will result in forfeiture of the refund eligibility.

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

Standard Return Policy and our 30 day money back policy: What if I have an issue with my order?

1. If you have an issue with your order, we can send you a replacement or offer you a refund in following cases:

You report your issue to us within the 30 days of purchasing your product. Any requests made beyond this period will not be eligible for a refund under this policy;

The product was clearly damaged on arrival. You have to provide photographic evidence (before opening the box).

The product does not work as expected and might be faulty. Photos or videos are also required for your request to be processed.

2. If you have paid for “Premium” shipping on your order, then we can arrange a replacement, or a refund immediately. If you only have standard delivery then we will need this information requested above before we can process your replacement or refund.

3. We might ask you for the LOT number of the damaged or faulty product so we can investigate the issue. This is printed on the side of the box with the expiry date.

4. If your order is for a set,  bundle or a multi-pack, we can only offer to resend or refund the specifically damaged item, rather than the full set, bundle or multi pack.

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

6. Refunds will be issued to the original form of payment used for the purchase. It can take up to 14  days from the date of accepting your refund request by our Customer Service Team to process the refund.

7. If you used a discount or promotion on your purchase, your refund will be calculated based on the discounted price you paid, not the base price of the product without the discount.

8. If your order qualified for free shipping, but after your product refund this brings the total cost of the order to under the free shipping qualifier, then the cost of shipping will be deducted from your refund. This is due to our third-party distribution policy. We are unable to recover that fee from our partners.

9. Free gifts are not eligible for this policy. Including out Buy One Get One, and Checkout gift with purchase promotions.

10. Engraved or personalised items are not eligible for refund or turn unless faulty once opened.

11. Any misuse or abuse of this policy will result in forfeiture of the refund eligibility.

12. We can only accept, returns for unused cosmetics with unopened packaging. We would encourage you to share any unwanted products with friends or family, who may have a different experience with the product. We also believe in sustainability and want to reduce the carbon footprint of our products, so on most occasions it is not necessary to return products (unless we specifically request a return, which we will pay for).

13. WARNING – DO NOT RETURN PRODUCTS UNLESS YOU HAVE OBTAINED AN RETURNS AUTHORISATION CODE. If you return products to us BEFORE speaking to
customer support to obtain a returns label and returns authorisation code, then your refund or replacement CANNOT be processed. As all returns must be processed with returns authorisation codes at our warehouse.

Our Customer Service Team will be happy to assist in finding a suitable solution. We want you to keep enjoying our products and for our fantastic cosmetics to find their way to your make-up bag!

​Disclaimer:

Meroda Cosmetics reserves the right to amend this policy at any time without prior notice. Any changes to the policy will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for updates. By making a purchase at Meroda Cosmetics, you agree with the terms of the above policy.

If you have received a defective or wrong item, please take photos of the product, highlighting the wrong item/damage and contact us via the "Help" button on the website. A member of our customer support team will contact you within 48 hours to resolve the issue.