At Meroda, we believe that confidence is everything — including when it comes to shopping. That’s why our returns process is designed to be just as smooth and reassuring as your skincare routine.
Whether you're trying our products for the first time, or something didn’t go quite right with your order, we’ve got two guarantees that have your back:
Our 100% Match / Money Back Guarantee — for first-time product trials
Our 30-Day Money Back Policy — for any issues with your order
We also make sure everything is in line with your rights under EU consumer law.
Your Right to Change Your Mind
When you order from us online, you have the legal right to change your mind within 14 days of receiving your order. You can return any unused product — no reason needed.
To make a return under this right:
The product must be unused, in its original condition, and with hygiene seals intact (this applies to both cosmetics and tools like brushes)
You’ll need to contact us within 14 days of receiving your delivery
Once confirmed, we’ll guide you through next steps. If everything checks out, we’ll issue a refund to your original payment method, including standard delivery fees.
Please note: If a product’s hygiene seal has been broken, we’re unable to accept a return unless the item is faulty. This is to keep things safe and hygienic for all customers.
100% Match / Money Back Guarantee
Trying something new should feel exciting — not risky. That’s why we offer a 100% Match / Money Back Guarantee for customers trying a Meroda product for the first time.
If something doesn’t work for you (for example, the shade isn’t quite right or the formula doesn’t feel like a fit), we’ll either:
Refund your purchase in full, or
Help you exchange it for a better match
Most of the time, you won’t even need to send the product back. All we ask is that you reach out within 14 days of receiving it and share a little feedback — this helps us keep improving. If we do need the item returned (for example, if it's part of a larger order or there's a suspected defect), we’ll cover the return shipping.
This guarantee is designed for first-time trials, and applies to individual cosmetics only. It doesn’t cover bundles, multi-packs, or tools, and can’t be used more than once per product type.
30-Day Money Back Policy
We want you to feel supported — even if something goes wrong. Our 30-Day Money Back Policy covers any other issues with your order, including:
Items that arrive damaged, faulty, or incorrect
Orders where something just isn’t right
To make a claim:
Contact us within 30 days of receiving your delivery
Provide your order number and clear photos or videos that show the issue
Keep the product unused and in its original packaging, unless you're reporting a fault
In most cases, we’ll offer a refund or replacement. If we need the product returned, we’ll send you a prepaid return label — there’s no need to send anything back without checking in with our team first.
If your order includes a set or bundle, we may refund or replace the affected item, rather than the full set.
When submitting your request, please include:
A photo of the product issue or fault (e.g. broken pump, leaking bottle, incorrect item)
A photo of the product packaging (showing product name, shade, etc.)
A photo of the outer shipping box, clearly showing any damage
The LOT number and expiry date, typically printed on the product or box
A short video if the issue is not clearly visible in photos (e.g. faulty pump, texture concerns)
The more detail you provide, the faster we can resolve your request.
What Can’t Be Returned
To keep things clean, safe and fair for everyone, we’re unable to accept returns for:
Used or opened cosmetics or tools (unless faulty)
Products where the hygiene seal has been broken
Free gifts, samples, or promotional items
Bundles and multi-packs, unless individual items are faulty
Personalised or engraved items, unless defective
Any item returned without contacting us first and receiving a return authorisation
If you’re not sure whether your item is eligible, our team is happy to advise — just reach out.
How to Request a Return or Refund
The fastest way to reach us is through the Help button in the bottom right corner of our website or app.
There, you’ll find simple step-by-step instructions and a chat feature. You can speak with our virtual assistant Rosa, or connect with a real member of our support team (available Monday to Friday, 9:00–17:00 CET).
Prefer email? You can reach us at [email protected]. We aim to reply within 24 hours on weekdays — don’t forget to check your spam folder if you don’t hear back.
Please don’t send anything back to us until we’ve confirmed the next steps. All returns need a valid Returns Authorisation Code so we can process them
Refund Timing and Shipping Costs
Refunds are made to your original payment method
It may take up to 14 days from the day we approve your return to process
If you paid for premium delivery, we’ll refund the standard shipping amount as required by EU law
If your refund brings your order total below the free shipping threshold, we may deduct the original shipping cost where appropriate.
If Your Order Is Returned to Sender
If your order is returned to us by the courier — for example, due to missed delivery attempts, an incomplete address, or if the parcel wasn’t collected in time — we’ll let you know as soon as it arrives back with us.
At that point:
We’re happy to resend your order once, free of charge, to the same or an updated address.
We’ll hold the returned parcel for 7 days from the date we contact you. If we don’t hear from you within that time, the order will be cancelled.
Please note: We do not automatically issue refunds for returned-to-sender parcels. If you still wish to receive a refund instead of a re-shipment, just reply to our notification email or reach out via our Help button. We're happy to help.
If we do not hear from you within 7 days, and the parcel was returned due to customer-related reasons (e.g. incorrect address, not collected), the order will be considered closed. However, you may still be entitled to request a refund depending on your legal rights and the circumstances of your order.
A Note on Sustainability
We’re mindful of our environmental footprint. That’s why, in many cases, we won’t ask you to return products that can’t be reused or resold. If you’ve received something that didn’t work for you but is still safe and sealed, consider passing it on to a friend who might love it.
Policy Updates
We may update this policy from time to time. The latest version is always available on our website. By placing an order with Meroda, you agree to the terms outlined here and the rights given to you under EU law.
See the full policy here.