At Meroda, we believe returning a product should be simple, clear, and fair. Whether you're requesting a refund or an exchange, here’s exactly how to begin — and what you need to know.
1. Start by Contacting Us
Before sending anything back, you must contact our Customer Support Team. All returns must be authorised and receive a Returns Authorisation Code before being accepted at our warehouse.
Contact us via:
The chat button on the bottom-right corner of our website or app
Or email: [email protected]
We aim to respond within 24 business hours (Monday to Friday, 9:00–17:00 CET). Please check your spam or promotions folder if you don’t see a reply.
2. What You'll Need to Provide
To help us review your request quickly, please have the following ready:
Order number
The email address used for your order
A short description of the issue
Clear photos showing:
The product issue (e.g. damaged item, incorrect product)
The product packaging (with product name/shade visible)
The shipping box (if it was damaged)
The LOT number and expiry date (typically on the box or tube)
A short video, if needed, to show the problem (e.g. faulty dispenser, unusual texture)
3. Return Conditions
To qualify for a return:
Items must be unused, unopened, and with all hygiene seals intact (unless reporting a fault)
You must contact us within:
14 days of receiving the product if you're trying it for the first time under our 100% Match / Money Back Guarantee
30 days of receiving the product for any issue covered by our 30-Day Money Back Policy
We cannot accept returns for:
Items sent without prior authorisation
Opened cosmetics or tools (unless faulty)
Personalised or engraved items (unless faulty)
Free gifts or promotional items
4. Return Label & Shipping Costs
If your return is approved:
We’ll provide a prepaid return label — return shipping is free
You’ll also receive a Returns Authorisation Code and instructions
Important:
You must write the Returns Authorisation Code clearly on the outside of the return parcel, in a visible location.
This helps us quickly identify your parcel once it arrives at the warehouse and avoid any processing delays.
Please do not send any returns without this code — unauthorised parcels cannot be processed or refunded.
5. Where to Send Returns
All authorised returns are processed through our warehouse in the Netherlands.
You will receive the full return address along with your prepaid return label and authorisation code once your request is approved.
6. After Your Return
Once we receive and inspect your item (where required):
A refund will be issued to your original payment method
This may take up to 14 days from the date your return is confirmed
If you're requesting an exchange, we’ll dispatch your replacement promptly
If you need support at any point during the process, we’re here to help. Just reach out — our goal is always to make things right, with as little friction as possible.