At Meroda Cosmetics, we want you to be fully satisfied with our high-quality products. We offer two policies to support this:
100% Match / Money-Back Guarantee — covers trying our products for the first time (within the first 14 days).
30-Day Money-Back Policy — an industry-leading guarantee for any other issues with your purchase.
Please review our policies below for details on how to use them.
How to Initiate a Refund or Return
If you experience any issue, you must contact us. The fastest way is via the Help button on the bottom right of the App or website.
Follow the instructions to register the details we need to initiate a refund, credit, exchange, or return (if required).
Please have ready:
Order number
Email address used for the order
Photographic evidence (if applicable)
Description of the issue
There is also a chat function within the Help button. You may speak with our AI agent Rosa or a live Customer Support Advisor (generally Mon–Fri, 09:00–17:00 CET).
If you prefer email, contact us at [email protected]. We aim to respond within 24 hours (Mon–Fri). Please check your spam folder if you have not heard from us.
Important Notes
We do NOT have a returns form. Do not use return addresses found on unrelated websites. If we need the product back, we will give you clear instructions and usually a pre-paid returns label.
DO NOT send anything back without prior agreement via Help, Chat, or Email. Doing so may jeopardise your refund or exchange.
Items purchased online at merodacosmetics.com cannot be returned to stores, and we cannot accept returns for products bought at retailers or counters. Please contact them directly.
Our 100% Guarantee
If you try our products and don’t like them for any reason (for example: the Changing Foundation does not match your skin), you will receive a full refund (see T&Cs below).
We can also exchange your order for another product of equal value. Most of the time, you won’t even need to send the product back.
We only ask that you provide:
Your reason for dissatisfaction
Pictures or videos if possible (this helps us improve our products)
In some cases, we may request a return, for example:
Factory defect
Multiple units purchased of the same product
If a return is necessary, Customer Support will confirm during communication.
If a return is required:
Contact Customer Support following the steps above.
For damaged, faulty, or incorrect items, provide clear photos of:
The item
Product packaging
Shipping box (all angles, including expiry date, LOT number, shade, and product name)
For multiple units of the same product, items must be unopened and unused for inspection. Items that appear opened or used cannot be refunded.
100% Guarantee – Terms & Conditions
Refund request must be initiated within 14 days of receiving the product.
Applies only to cosmetic products. Accessories/tools are excluded but covered by the 30-day policy.
Does not apply to bundles or multi-packs.
This is a one-time offer for customers trying a product for the first time.
Refunds are issued to the original payment method and may take up to 14 days after approval.
Refunds are based on the discounted price if a promotion was used.
If free shipping was granted but the refund brings the order total below the threshold, shipping cost will be deducted.
Free gifts (including BOGO and checkout gifts) are not eligible under this policy.
Engraved or personalised items cannot be refunded unless faulty.
Misuse or abuse of this policy voids eligibility.
For non–makeup products, our standard return policy applies.
Standard Return Policy – 30-Day Money-Back Guarantee
If you have an issue with your order, we can offer a replacement or refund in the following cases:
You report your issue within 30 days of receiving your product.
The product arrived clearly damaged (photo evidence required before opening the box).
The product is faulty or not working as expected (photos/videos required).
Important Details
If you paid for Premium shipping, we can send a replacement or process a refund immediately. For standard shipping, evidence is required first.
We may request the LOT number from the packaging to investigate.
For sets, bundles, or multi-packs, only the specific damaged item will be refunded or resent.
Requests made more than 30 days after delivery cannot be refunded.
Refunds go to the original payment method and may take up to 14 days to process.
Refunds reflect the discounted price paid.
Orders that fall below the free shipping threshold after a refund will have shipping costs deducted.
Free gifts are not eligible for refund.
Engraved/personalised items are non-refundable unless faulty.
Misuse or abuse of the policy voids refund eligibility.
We only accept returns for unused cosmetics in unopened packaging. We encourage gifting unwanted items to reduce waste.
DO NOT return products without a Returns Authorisation Code. Returns without prior approval cannot be processed.
Our Customer Service Team is always happy to help you find a solution so you can keep enjoying your Meroda products.
Disclaimer
Meroda Cosmetics reserves the right to amend this policy at any time without prior notice. Changes take effect immediately upon posting on our website. By making a purchase at Meroda Cosmetics, you agree to these terms.