Refund policy

Last Updated: March 27, 2026

Final Sale & Hygiene Policy

All products sold by Shop Merak (facial brushes and bowls) are considered final sale due to their hygienic nature.

These items come into direct contact with the skin and cannot be resold once exposed.

We do not accept returns or exchanges once the original shipping box has been opened.

As our products are hygienic items, the shipping box is considered the protective seal of the product. Once the delivery box has been opened, the items are considered exposed and are no longer eligible for return or resale, even if the inner packaging remains intact.

If the shipping box is opened after delivery, the order is considered accepted and final sale.

Returns Eligibility (Unopened Orders Only)

A return may only be accepted if all conditions below are met:

  • The shipping box has not been opened

  • Items remain unused and in original condition

  • Return request is made within:

    • 14 days (Canada & U.S.)

    • 14 days (European Union – legal requirement)

    • 14 days (Rest of World)

If the shipping box has been opened, the return will be declined.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery

  • Email: info@shopmerak.com

  • Include:

    • Order number

    • Clear photos of the issue

Failure to report within this timeframe may result in the claim being declined.

Once reviewed, we will offer:

  • A replacement, or

  • A refund, where applicable

Return Process (If Approved)

If your return is approved:

  • The order must be shipped back within 7 days of approval

  • The shipping box must remain unopened and in original condition

  • Return shipping costs are:

    • Customer responsibility (unless item is faulty or incorrect)

We recommend using a tracked shipping method, as we are not responsible for lost or undelivered returns.

We reserve the right to refuse any return that does not meet the conditions outlined in this policy.

Refunds

  • Refunds are issued once the returned order is received and inspected

  • Refunds are processed to the original payment method only

  • Original shipping costs are non-refundable

  • All returned items are subject to inspection to verify eligibility before any refund is issued.
  • We do not offer partial refunds for orders that do not meet return eligibility.

We reserve the right to deny a refund if returned items do not meet the conditions outlined in this policy.

European Union – Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of delivery.

However, under EU consumer law, this right does not apply to:

  • Sealed goods that are not suitable for return due to hygiene reasons,

  • Once they have been opened after delivery

For Shop Merak orders:

  • The shipping box is considered the sealed packaging

  • If the shipping box remains unopened → eligible for return within 14 days

  • If the shipping box has been opened → not eligible for return

Non-Returnable Orders

We do not accept returns on:

  • Any order where the shipping box has been opened

  • Used or handled items

  • Orders not in original condition

All purchases are considered final sale once opened.

Incorrect Address & Delivery Issues

  • Customers are responsible for providing a complete and accurate shipping address at checkout

  • Orders shipped to the address provided are considered successfully fulfilled

  • Orders marked as delivered by the shipping carrier are considered successfully fulfilled and are not eligible for refund or replacement
  • Once an order has been handed to the shipping carrier, we are not responsible for delays, losses, or delivery issues caused by the carrier.

Once an order has been placed and is in transit, we are unable to change the shipping address.

If an incorrect or incomplete address is provided:

  • We are not responsible for orders delivered to the incorrect address

  • We are not responsible for lost or undelivered packages due to address errors

If a package is returned to us due to an incorrect address:

  • The customer will be required to pay additional shipping fees to have the order re-shipped

If the package is not returned to us:

  • The order is considered delivered and fulfilled, and is not eligible for refund or replacement

Refused Deliveries & Customs (International Orders)

  • Customers are responsible for any customs duties, taxes, or import fees required by their country

If an order is refused, abandoned, or not accepted upon delivery:

  • This is not considered a return

  • The order is not eligible for a refund or replacement

In many cases, refused international shipments are not returned to us and are instead disposed of by the carrier or customs authorities.

As a result:

  • We do not receive the goods back

  • The order is considered final and fulfilled

  • No refund will be issued

If a refused shipment is successfully returned to us:

  • Any applicable return shipping fees, duties, or handling costs will be deducted from any eligible refund

Agreement to This Policy

By completing a purchase on our website, you acknowledge and agree to this Refund & Return Policy, including that:

  • All items are final sale due to hygiene

  • Opening the shipping box constitutes acceptance of the order

  • Opened orders are not eligible for return or refund

Chargebacks & Disputes

We reserve the right to dispute any chargeback where:

  • The order was successfully delivered

  • The shipping box was opened

  • The claim contradicts this policy

We may provide evidence including delivery confirmation, policy agreement, and customer communication history.