Refund policy

At Marmelo Beauty, we strive to provide a seamless and transparent shopping experience. As a brand dealing in cosmetic and personal care products, we follow strict hygiene, safety, and quality standards. Please review this policy carefully before placing an order, as it governs all purchases made on our website.

IMPORTANT: NO REFUNDS UNDER ANY CIRCUMSTANCES – REPLACEMENT ONLY UNDER SPECIFIC CONDITIONS

All products sold on Marmelo Beauty are strictly non-refundable. This applies to all orders, including but not limited to:

Full-price products
Discounted products
Products sold at 50% or above discount
Bundles, combos, Buy 1 Get 1, clearance, or promotional offers

Refunds (monetary, store credit, coupons, or bank reversals) are not applicable in any case, unless explicitly communicated by the brand team. This applies irrespective of the reason, including but not limited to:

Transit damage (leakage, breakage, dented packaging)
Seal concerns
Missing outer packaging
Delivery delays

For such cases, replacement (if approved) is the only resolution. Refunds—monetary or otherwise—will not be issued.

2. Eligibility for Replacement

Products may be eligible for a one-time replacement only, subject to verification and return initiation, in the following cases:

Incorrect product delivered
Product physically damaged during transit
Product leaking or broken upon arrival
Receipt of an expired product at the time of delivery
Missing items (short shipment)

Not Eligible:

Delivery delays
Minor dents or scuffs on the monocarton (product box) or the external shipping carton, without any damage to the actual product, are not considered defects and are therefore not eligible for replacement
Seal aesthetics (such as minor imperfections in the seal or outer packaging that do not affect product integrity) are not considered defects and are therefore not eligible for replacement.

3. Mandatory Evidence for Any Claim

All claims must be reported within 24 hours of delivery and must include ALL of the following:

Image of the outer shipped package
Image of the inner contents received
Clear unboxing video (from sealed package to product reveal)
Sales invoice

Failure to provide complete evidence will result in automatic rejection of the claim.

4. Return & Verification Requirement

Products must NOT be disposed of under any circumstance.
The product, bottle, outer box, and all original packaging must be retained exactly as received.
Return pickup will be arranged by Marmelo Beauty.
Replacements will be processed only after the product is returned to our warehouse and verified.
Claims where the product has been discarded, used, or tampered with will be invalidated immediately.

5. Timeframe for Claims

If your order arrives with the actual product damaged, leaking, broken, incorrect, or with missing items,

Do not remove or discard any items. Keep packaging intact.

Email: info@marmelobeauty.com within 24 hours of delivery.

Subject: Replacement Claim – Order #[Your Order Number]

Any claims submitted after this 24-hour window will be deemed invalid and cannot be processed.

6. Exclusions & Hygiene Disclaimer

Due to the hygienic and consumable nature of cosmetic products:

We do not offer replacements for allergies, skin reactions, fragrance dislikes, shade mismatch, or texture preferences.
Normal slight variations in color, scent, or consistency are not considered defects.
We strongly recommend reviewing the ingredient list and conducting a patch test before use.

7. Refused, Undelivered & Lost Shipments

No Resolution Cases: No replacement will be provided for orders refused at delivery, returned due to incorrect address, customer unavailability, or repeated failed delivery attempts. This applies to both prepaid and Cash on Delivery orders.

Lost Shipments Exception: A new shipment with the ordered products will only be initiated if an order is officially declared “LOST” by our logistics partner after their investigation, and the loss is not due to customer error.

8. Changes in communication details

For prepaid orders, a change in communication details may be provided only once, and only if the case is verified as genuine (e.g., address correction after validation). This must be provided within 24 hours of placing the order. Customers must communicate the correct address promptly through official support channels.
For orders placed with partial payment, no requests for address or communication detail changes will be entertained.

9. Availability of Replacement

Only replacement of the exact same product, quantity and shade is allowed. If the original product or shade is unavailable, customers may choose any other product of equal value as a replacement.

10. Policy Precedence & Final Authority

This policy supersedes all prior communications or assumptions. Marmelo Beauty reserves the right to:

Reject any claim that does not meet policy requirements
Limit replacements to one-time resolution
Modify this policy at any time without prior notice
All decisions made by Marmelo Beauty regarding returns, refunds and replacements are final and binding.