Refund policy

Return and Refund Policy

Last updated: August 6, 2025

Thank you for shopping at Dr.Melaxin. We want customers to understand our return, refund, cancellation, and exchange process before purchasing.

Return Request Window

You may request a return within 14 calendar days after the date your order is delivered. To begin a return, email contact@drmelaxin.shop with your order number, the item you want to return, the reason for the request, and any relevant photos.

Returns sent without prior authorization will not be accepted. After approval, Customer Service will provide the correct return warehouse address and instructions. Do not send returns to our Business Center address unless Customer Service specifically instructs you to do so.

Standard Return Eligibility

Unless otherwise stated below, returned products must be:

• Unused, unopened, and in the same condition in which they were received;
• In the original packaging, with seals, labels, accessories, gifts, and promotional items included;
• Accompanied by the order confirmation or other proof of purchase; and
• Returned using the instructions provided by Customer Service.

Dr.Melaxin Satisfaction Guarantee

For eligible purchases, one opened product per customer may be considered under our satisfaction guarantee when:

• The request is made within 14 calendar days after delivery;
• No more than one-third of the product has been used;
• The product was used according to its instructions; and
• The customer provides the information reasonably requested to review the claim.

This satisfaction guarantee is limited to one eligible product per customer and does not replace any rights that cannot be limited under applicable law.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order promptly after delivery. If an item arrives damaged, defective, incorrect, or missing, contact contact@drmelaxin.shop as soon as possible and preferably within 7 calendar days of delivery.

Please include clear photos of:

• The outside of the parcel;
• The shipping label;
• All items received; and
• The damaged, defective, or incorrect item.

When the issue is confirmed, we may provide a replacement, reshipment, store credit, or refund, as appropriate. We will cover reasonable return shipping costs for confirmed damaged, defective, or incorrect items when a return is required.

Non-Returnable Items

For health, hygiene, and safety reasons, we generally cannot accept returns of opened or used personal-care products except where eligible under the satisfaction guarantee above, where the item is defective, or where applicable law requires otherwise.

The following are also non-returnable unless required by law:

• Gift cards;
• Products marked final sale;
• Customized or personalized products;
• Free gifts returned without the qualifying purchase; and
• Items damaged through misuse, improper storage, or failure to follow product instructions.

Promotional Gifts and Bundles

If your purchase included a free gift, promotional product, bundle discount, or threshold-based reward, the applicable promotional items must be returned when the remaining order no longer qualifies for the promotion. If a promotional gift is not returned, its advertised or regular retail value may be deducted from the refund where permitted by law.

Return Shipping Costs

For returns based on preference, change of mind, or product selection, the customer is responsible for prepaid return shipping and any related carrier charges. We recommend using a trackable service and keeping the shipping receipt until the return is completed.

Original shipping charges are non-refundable unless the order was defective, damaged, incorrect, or applicable law requires otherwise. When an order originally received free shipping, the actual outbound shipping cost may be deducted from the refund for a change-of-mind return, where permitted by law.

We do not accept cash-on-delivery, receiver-paid, or postage-due return shipments.

Exchanges

Exchanges are subject to product availability. For confirmed defects or shipping damage, an exchange is generally limited to the same product and option originally purchased. For a different product or option, the fastest method is usually to return the eligible item and place a new order.

Order Changes and Cancellations

Contact contact@drmelaxin.shop immediately if you need to change or cancel an order. We will make reasonable efforts to assist before fulfillment begins. Once an order has been processed, packed, or dispatched, changes and cancellations may no longer be possible.

Refund Processing

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, normally within 10 business days after approval.

Your bank, card issuer, PayPal, or other payment provider may require additional time to post the refund. If more than 15 business days have passed since we confirmed approval, contact contact@drmelaxin.shop.

Refused, Unclaimed, or Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address. If a package is refused, unclaimed, or returned because of an incorrect or incomplete address, the original shipping cost and any return-to-sender charges may be deducted from the refund where permitted by law.

European Economic Area and United Kingdom

Where mandatory consumer law applies, consumers in the European Economic Area or United Kingdom may have a legal right to withdraw from certain distance purchases within 14 days. Hygiene-sealed personal-care products may lose eligibility for withdrawal after the seal is broken. Nothing in this policy limits mandatory consumer rights.

Contact

Return and refund requests must be submitted to:

Customer Service: contact@drmelaxin.shop