Support

Returns &
Refunds

14-day return window on all orders, in full compliance with EU consumer law. Straightforward, no-hassle returns — because confidence in what you buy matters.

14d
Return window
EU law
Free
Returns on
faulty items
14d
Refund processed
after receipt
24h
Support response
Mon – Fri
Topics

How to return

The process is simple and takes less than 5 minutes to initiate. Follow the steps below.

EU consumer right: You have 14 calendar days from the date you receive your order to initiate a return — no reason required.

01
Email us within 14 days of receiving your order
Send your return request to [email protected] with your order number and reason for return (optional). We will confirm receipt within 24 hours.
02
Receive return instructions
We will send you the return address and any specific packaging instructions. For faulty or damaged products, we will provide a prepaid return label.
03
Pack and ship the product
Place the product in its original sealed packaging inside a protective outer box. Keep your shipping receipt — we recommend using a tracked service for peace of mind.
04
Refund processed within 14 days
Once we receive and inspect the returned product, your refund will be processed within 14 days to the original payment method.
Can I cancel my return request?+
Yes. If you change your mind before shipping the product back, simply email us at [email protected] to cancel the return request. No further action is needed.
What packaging should I use?+
Please return the product in its original Moneoderm box with the pump seal intact. If the original packaging is no longer available, use a similar protective outer box to prevent damage in transit. Products damaged due to inadequate packaging during return may not be eligible for a full refund.

Return eligibility

Not all items can be returned. Here is a clear summary of what qualifies.

ScenarioEligible for return?Notes
Unopened, sealed product within 14 daysYes — full refundOriginal sealed packaging required
Opened product — change of mindNoHygiene reasons. See faulty items exception below.
Faulty or damaged on arrivalYes — full refund or replacementContact us within 7 days of receipt with photo evidence
Incorrect item receivedYes — full refund or replacementWe cover return shipping costs
Adverse skin reactionCase by caseContact us — we handle each case individually
Return initiated after 14 daysNoExcept for faulty items, which may be covered under warranty
What counts as "sealed" packaging?+
The airless pump bottle must be in its original factory-sealed condition — the protective cap must be in place and the pump must not have been pressed. If the product has been used in any way, it is considered opened and is not eligible for return under change-of-mind policy.
I experienced a skin reaction — can I return it?+

We take adverse reactions seriously. While the formula is dermatologist tested and suitable for all skin types including sensitive, individual reactions can occur. If you have experienced a reaction, please:

1. Stop using the product immediately
2. Email us at [email protected] with a description of the reaction
3. We will review your case individually and aim to find a fair resolution

We always recommend performing a patch test before full application.

Refund process

Everything about how and when you will receive your money back.

How long does a refund take?+
StageTimeframe
Return received & inspected1–3 business days after arrival
Refund initiatedWithin 14 days of receiving the return
Funds appear in your account3–5 additional business days (bank dependent)
How will I receive my refund?+
Refunds are always issued to the original payment method used at checkout — credit or debit card, PayPal, or any other method supported at the time of purchase.
Will my original shipping cost be refunded?+
Since we offer free shipping on all EU orders, there is no shipping cost to refund for EU customers. For international orders, the original shipping fee is non-refundable unless the return is due to a fault on our side.
I haven't received my refund — what should I do?+

First, check your bank account and any pending transactions. Also check that the refund has not been applied to an expired card.

If more than 14 business days have passed since we confirmed receipt of your return, please contact us at [email protected].

Faulty items

If your product arrives damaged, faulty or incorrect — we will make it right immediately.

Our commitment: If a product leaves our facility in anything less than perfect condition, it is our responsibility — full stop. We will replace or refund at no cost to you, including return shipping.

My product arrived damaged — what do I do?+

Please contact us within 7 days of receipt at [email protected] with:

1. Your order number
2. A photo of the damaged product and packaging
3. A brief description of the damage

We will arrange a prepaid return label and send a replacement or issue a full refund — whichever you prefer.

The pump is not dispensing correctly — is this a fault?+

The airless pump requires a few initial presses to prime — this is normal. To prime: hold the bottle upright and press the pump 3–5 times until product begins to dispense.

If after 10 presses the pump still does not dispense, contact us at [email protected] and we will replace the product immediately.

I received the wrong product — what happens?+
If you received an item different from what you ordered, please email us at [email protected] with your order number and a photo of what you received. We will arrange a prepaid collection and dispatch the correct item on the same day wherever possible.

International returns

Returning an order from outside the EU? Here is what you need to know.

Can I return an order from outside the EU?+
Yes. The same 14-day return window applies to all orders regardless of destination. For international returns, please email us at [email protected] before shipping — we will confirm the return address and any customs documentation requirements.
Who pays for international return shipping?+
For change-of-mind returns from outside the EU, the customer is responsible for return shipping costs. For faulty, damaged or incorrect products, we will provide a prepaid label or reimburse reasonable return shipping costs upon receipt of the item.
Are there customs considerations for international returns?+
When returning goods to Bulgaria from outside the EU, please mark the customs declaration clearly as "Returned goods — no commercial value." Email us at [email protected] for a template declaration.

Contact support

Our team responds within 24 hours, Monday to Friday. We are here to help.

For all returns and refund queries: Email [email protected] with your order number. We respond within 24 hours.

What information should I include?+
Please include your order number, the email address used at checkout, and a brief description of your issue. For damaged or faulty products, please also attach a photo.
Contact details+
Email[email protected]
Contact formmoneoderm.com/contact-us
Response timeWithin 24 hours, Monday to Friday
Shipping pagemoneoderm.com/shipping

Need help with a return?

Email us your order number and we will take care of the rest.

Contact us →
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