Returns & Exchanges
We want you to be happy with our products and your purchase. Because we sell a cosmetic product that goes onto your skin, our returns policy has to balance your rights as a consumer against the hygiene and safety rules that apply to skincare. Please read this before ordering.
1. Your Right To Cancel — Unopened Jars
Because you are buying online, you may cancel your order within 7 days of receiving it and return the product for a refund, in line with section 44 of the Electronic Communications and Transactions Act.
To qualify, the jar must be unopened, unused and with its seal intact, in its original packaging and in a resaleable condition. You are responsible for the cost of returning it to us. We will refund the purchase price of the product within 30 days of receiving it back.
2. Opened Jars
For hygiene and safety reasons, we cannot accept the return of a jar once it has been opened or used, unless the product is faulty, damaged or not what you ordered. This is standard practice for skincare and is there to protect every customer, including you.
This does not affect your rights under the Consumer Protection Act where a product is genuinely defective.
3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, is not what you ordered, or the product is defective, contact us within 7 days of delivery with a photograph of the issue. We will arrange collection at our cost and, at your election, replace the product or refund you in full.
Under the Consumer Protection Act you may return a genuinely defective product within 6 months of delivery for a repair, replacement or refund.
4. If Your Skin Reacts
MARÜ™ is made from natural ingredients, but natural does not mean nobody can react to it. Always patch test before full use: apply a small amount to your inner arm and wait 24 hours.
If you patch tested and still experienced a genuine adverse reaction, stop using the product immediately and contact us. We will deal with these case by case and in good faith — please tell us what happened, as it helps us make a better product.
5. How To Return Something
- Email marubeautyandwellness@gmail.com or WhatsApp +27 63 958 2359 within the relevant period above.
- Include your order number, what the problem is, and a photograph if the item is damaged or incorrect.
- We will confirm the return and tell you where to send it, or arrange collection if the fault is ours.
- Once we receive and inspect the item, we will email you to confirm whether the return has been approved.
Please do not send anything back before contacting us — unannounced returns can go missing and we cannot refund what we cannot trace.
6. Refunds
Approved refunds are paid back to the original payment method used at checkout. Please allow up to 10 working days for the funds to reflect, depending on your bank.
Where the return is not our fault, the original delivery fee is not refunded. Where the product was faulty, damaged or incorrect, we refund the delivery fee too.
7. What We Cannot Accept
- Opened or used jars, except where the product is faulty (see section 2)
- Products returned more than 7 days after delivery, except for genuine defects under the Consumer Protection Act
- Products damaged by misuse, or by storage above 25°C or in direct sunlight
- Products bought from a reseller rather than from us directly
8. Contact
Email marubeautyandwellness@gmail.com · WhatsApp +27 63 958 2359
Marü Beauty and Wellness (Pty) Ltd · Reg. 2026/537210/07 · Made in South Africa