MERILLE

 

 

Return & Refund Policy

Last updated: May 24, 2026

 

We want you to love your Merille experience. If something isn't right — whether it's a damaged product, an unexpected reaction, or simply a change of heart — we're here to make it right. Please read our policy below so you know exactly what to expect.

 

At a Glance

Here's a quick summary of our return and refund eligibility:

 

Scenario	Eligible?	Resolution
Item not as described	Yes	Full refund or replacement
Damaged on arrival	Yes	Full refund or replacement
Changed your mind	Yes — within 14 days	Refund (return may be required)
Allergic reaction	Yes — within 14 days	Full refund, no return needed
Opened / used product	Case by case	Contact us to discuss
Sale or promotional item	No	Final sale — non-refundable
Lost in transit	Yes	Replacement or store credit

 

Full details for each scenario are outlined in the sections below.

 

1. Our 14-Day Satisfaction Guarantee

Merille stands behind every product we sell. If you are not satisfied with your purchase for any reason, you may request a return or refund within 14 days of the delivery date.

 

• The 14-day window begins on the date your order is marked as delivered by the carrier.

• Requests made after 14 days of delivery will not be eligible for a refund or return, except in cases of a confirmed manufacturing defect.

• You do not need to return the product to qualify for a refund in cases of allergic reaction, adverse skin response, or product defect.

 

2. Eligible Reasons for a Return or Refund

We accept return and refund requests for the following reasons:

 

• The product arrived damaged or broken.

• The product you received was incorrect (wrong item shipped).

• The product caused an allergic or adverse skin reaction.

• The product did not match its description on our website.

• You changed your mind and the product is unused and in its original condition.

• Your order was lost in transit and confirmed undelivered by the carrier.

 

3. Non-Refundable Items

The following are not eligible for return or refund:

 

• Products purchased during a sale, flash promotion, or as part of a discounted bundle, unless the item arrived damaged or defective.

• Gift cards and store credits.

• Products where the 30-day return window has passed, unless a manufacturing defect is confirmed.

• Products that have been significantly used, altered, or tampered with, unless the return is due to an adverse reaction.

 

4. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

 

• Step 1 — Email us at vverityyy@gmail.com with the subject line: "Return Request — Order #[your order number]".

• Step 2 — Include your order number, the reason for your request, and photos if the product is damaged or defective.

• Step 3 — Our team will review your request and respond within 1–2 business days with next steps.

• Step 4 — If a return is required, we will provide a return shipping label or instructions. Do not send items back without prior authorization.

 

5. Return Shipping

If a return is required, the following shipping terms apply:

 

• Merille will cover return shipping costs for damaged, defective, or incorrectly shipped items.

• For change-of-mind returns, the customer is responsible for return shipping costs.

• We recommend using a tracked shipping service for all returns. Merille is not responsible for items lost in return transit.

• All returned items must be unused, in their original packaging, and in resalable condition unless otherwise agreed.

 

6. Refund Processing

Once your return is received and inspected (or your refund request is approved without a return), we will process your refund as follows:

 

• Refunds are issued to the original payment method used at checkout.

• Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

• Original shipping fees are non-refundable unless the return is due to our error (e.g., wrong item shipped, damaged product).

• If you paid using store credit or a gift card, your refund will be returned as store credit.

 

7. Exchanges

We do not currently offer direct product exchanges. If you would like a different product, please request a refund for your original order and place a new order for the item you want.

 

If your original item was damaged or defective, we will send a replacement at no additional cost and no return is required.

 

8. Damaged or Defective Products

If your product arrives damaged or you believe it is defective, please contact us within 48 hours of delivery. We take product quality seriously and will resolve the issue promptly.

 

• Please photograph the damaged packaging and product before opening or using it, if possible.

• Send photos to  vverityyy@gmail.com along with your order number.

• We will offer a full replacement or refund at our discretion — whichever you prefer.

• You do not need to return the damaged item unless specifically requested.

 

9. Adverse Skin Reactions

We understand that skincare products can occasionally cause unexpected reactions, even with natural ingredients. Your safety is our priority.

 

• If you experience an adverse reaction, discontinue use immediately and consult a healthcare professional if necessary.

• Contact us at  vverityyy@gmail.com within 14 days of delivery and we will issue a full refund — no return of the product is required.

• We may ask for details about the reaction to improve our formulas and safety information.

 

10. Late or Missing Refunds

If you have not received your refund within 10 business days of our approval confirmation, please take the following steps:

 

• Check your bank account or payment app again — processing times vary by institution.

• Contact your bank or card provider, as there is often a processing period before a refund is posted.

• If you have done both of the above and still have not received your refund, please email us at support@merille.com and we will investigate.

 

11. Contact Us

Our team is happy to help with any return or refund questions. We aim to respond to all enquiries within 1–2 business days.

 

Email:  vverityyy@gmail.com

Subject line: "Return Request — Order #[your order number]"

Response time: Within 1–2 business days