At Marmelo, We strive to give you the very best shopping experience possible. We understand that situations may arise where a refund becomes necessary. Please review our refund policy outlined below:

Eligibility for refund

Our refund policy is designed to address issues related to the initial quality and condition of the product, ensuring your satisfaction with your purchase.

Refund can only be claimed under the following conditions:

• Receipt of an incomplete order with missing or incorrect products at the time of delivery.
• Receipt of a damaged product with evident signs of breakage at the time of delivery.
• Receipt of an expired product at the time of delivery.
  
  

Refund requests are taken only upon submission of substantial photographic evidence as well as documentation provided below:

• Post shipped package (image)
• Inner contents received (image)
• Unboxing video
• Sales Invoice
  
  

Refund will not be issued under the following conditions:

Product Misuse: Refunds will not be provided for products that have been misused, neglected, or improperly stored by the customer, leading to changes in product quality or damage.

Normal Product Wear and Tear: Cosmetic and personal care products may naturally undergo changes in color, consistency, or fragrance over time, which are considered normal wear and tear and are not eligible for refunds.

Customer-Induced Damage: Refunds will not be given for damage caused by the customer after the product has been delivered.

Timeframe for Refund Request 

Customers have the option to request a refund claim within 2 calendar days of receiving their order. Failing to do so will result in the rejection of the claim.

Refund Process

To initiate the refund claim, customers are required to email us at info@marmelobeauty.com with the details provided below as proof of evidence,

• Post shipped package (image)
• Inner contents received (image)
• Unboxing video
• Sales Invoice
  
  

Refund Method

If your refund claim is accepted, refunds will be issued within 2 business days in the form of refund card which can be applied towards future purchases on our secure website. 

Return Requirements

In the case of damaged products, customers are not obliged to keep the item or retain its original packaging. Feel free to dispose of the product according to your preference.

Other terms and conditions

1. Non-Refundable and Non-Transferable Items

Certain items, once purchased, cannot be refunded, exchanged for cash, or transferred to others,

• Discount Coupons: Coupons offering discounts are non-refundable and non-transferable
• Refund Card: Refund cards cannot be refunded, exchanged for cash, or transferred to others.
• Promotional Products: Items purchased as part of a sales promotion or special offer may not be eligible for refunds or transfers.
  
  

2. All refund cards must be redeemed within 45 days from the date of issue.

3. Refund cards cannot be combined with other offers or discounts unless explicitly stated.

4. They are valid for purchases on our website only and hold no cash value.

Additional Information

Our refund policy applies strictly to the eligibility criteria specified above and does not cover instances of general dissatisfaction or changes of mind regarding product choices.

Damages resulting from mishandling by the customer in any way will not be covered under this policy.

Please note that we cannot process exchanges, returns, or refunds in case of allergies or skin reactions, dislikes of fragrance, or color variations. We highly recommend checking the ingredients list for known allergies and conducting a patch test before use to check for unknown allergies.

While refunds may be issued, it's important to understand that the availability of the same product on our website is not guaranteed and may change over time.