Returns, Refunds and Exchanges

Changed your mind, or did something arrive damaged? Here is what you can send back, how quickly to report a problem, who pays for shipping and when your refund reaches you, written for orders delivered anywhere outside our home market.

Quick answers

• Damaged or wrong item: tell us within 12 hours of delivery, with photos or a short video. We pay all shipping costs and send a replacement or a full refund.
• Change of mind: unopened, unused products can come back within 7 days of delivery.
• Opened or used skincare: cannot be returned, for hygiene reasons.
• Refunds: approved refunds go to your original payment method within 7 to 10 working days.

When we can accept a return

A change-of-mind return is accepted when all of these are true:

• the product is unused and unopened, with any seal intact
• it is in its original packaging and original condition
• you can show proof of purchase, such as your order number or confirmation email
• the return is requested within 7 days of delivery

What we cannot take back

• products that have been opened or used
• items bought on sale or with a discount (damaged or wrong items are still covered)
• gift cards
• free gifts and promotional items

We know the opened-product rule can feel strict. Skincare goes on your face, and once a seal is broken we cannot check or resell it safely. If you are unsure whether something suits your skin, ask us before you order and we will help you choose.

If your parcel arrives damaged or wrong

Please check your parcel as soon as it arrives. If something is broken, leaking or not what you ordered, contact us within 12 hours of delivery and send your order number plus clear photos or a short video. After we have looked at them, we will send a free replacement or a full refund, whichever you prefer, and we cover all shipping costs.

Who pays for return shipping

For a change-of-mind return you pay to send the parcel back, and the original shipping fee is not refunded. International return postage can be expensive and you may also face customs paperwork on the way back, so please get a price from your carrier before you send anything. When the return is our mistake, we pay.

How refunds work

• We check the returned product when it reaches us.
• If it meets the conditions above, we approve the refund.
• We send the money to your original payment method within 7 to 10 working days.

After that, the timing depends on your bank or card provider. Refunds are made in US dollars. Shipping fees and any import duties or taxes you paid to customs are handled by those parties and are not refunded by us, except where the return is our mistake and we cover the shipping.

Exchanges

Would you prefer a swap? Exchanges are available within 7 days of delivery for unused, sealed products in their original packaging. Contact us with your order number and the product you would like instead.

Cancelling an order

You can cancel any time before your parcel is collected by DHL. Message us as soon as you can after ordering. Once the order has shipped it cannot be cancelled, but you can return it if it meets the conditions above. Delivery details are on our Shipping and Delivery page.

How to start a return

Email info@munabelleza.com or message us on WhatsApp with your order number, the reason for the return and any photos. We will reply with the next steps and the return address. Please wait for our reply before posting anything back, so your parcel does not get lost.

Return questions