Return & Refund Policy

Last Updated: October 15, 2026

Help After Your Purchase

If you need to return a purchase or report a problem with a cosmetic product, contact Marzeluvo at service@marzeluvo.com. This policy explains the return conditions, shipping responsibilities, and refund process for orders placed through our store.

Marzeluvo is operated by Chongqing Huanyue Information Technology Co., Ltd., which handles customer support, returns, replacements, and refunds.

Please contact us before sending anything back. We will review your request and provide the instructions and return address relevant to your order.

Requesting a Return Within 30 Days

You may request a return within 30 calendar days after receiving your order. Send your request within this period and include enough information for us to identify the purchase and the items involved.

This deadline applies to submitting your request. If you contact us within the return period, time spent waiting for our response will not make the request late.

We will review the reason for your return and explain the next steps. Personal preference returns have different conditions from claims involving damage, defects, incorrect supply, missing items, or a significant difference from the description.

This return period does not remove any mandatory rights that apply to your purchase.

Personal Preference Returns

If you changed your mind, chose an unsuitable shade, or no longer want a product, the item must be unused, in its original condition, and accompanied by its original packaging and accessories.

For cosmetics, applying, swatching, or otherwise using a product means it no longer meets the unused requirement for a personal preference return. Please consider the shade, finish, and product information before use if you are deciding whether to keep it.

Opening an outer shipping carton to inspect your purchase does not, by itself, prevent a return. Keep the product and its packaging intact while checking the order.

If the item has a protective seal, retain it intact while deciding whether to keep the product. If you have already opened the packaging or seal, explain its condition when contacting us so we can assess the request.

These conditions concern personal preference returns. They do not automatically disqualify a claim involving a defective, damaged, incorrect, or significantly misdescribed product.

Shade Selection and Product Expectations

Product photographs and shade descriptions help you compare options, but lighting, screen settings, and individual skin tones can affect how a color appears.

If the correct product and shade were supplied but you prefer a different option, the request is treated as a personal preference return and must meet the applicable conditions.

If we supplied a different product or shade from the one ordered, or the item is significantly different from its description, contact us so we can review it as an order or product issue.

We do not treat every difference in personal preference or individual experience as proof of a defect. We will consider the product information, item condition, and details of your concern.

Information to Include

Email service@marzeluvo.com with:

• Your order number and the email address used at checkout.

• The product name, selected shade or option, and quantity involved.

• The reason for your request.

• Whether the item has been opened, swatched, applied, or otherwise used.

• Whether the original packaging and accessories are available.

• Photographs or a short video where relevant to a product issue.

If you cannot locate the order number, provide the purchase email address and other available order details.

Please do not include full payment card numbers, security codes, passwords, or authentication codes. For a product reaction, avoid sending medical records or other sensitive information unnecessary to explain the concern.

We may ask follow-up questions to understand the request. Please wait for the relevant instructions before arranging a return shipment.

Damage, Leakage, and Order Errors

Check your parcel and its contents after receipt. Contact us as soon as reasonably possible if a product arrives broken, leaking, defective, incorrect, incomplete, or significantly different from its description.

Describe what happened and identify the affected items. Where possible, provide clear photographs of the product, packaging, and shipping label. For missing items or accessories, tell us what arrived and what was absent.

Keep the item and packaging available during the review where practical. Do not use a product that appears damaged, contaminated, or unsafe.

We will assess the issue and provide an appropriate replacement, refund, or return solution without additional costs to you arising from the problem.

If a return is needed, we will explain the arrangements and cover the applicable return shipping costs. Please contact us before independently purchasing return shipping for these issues.

Concerns Discovered After Opening

Some product problems may only become apparent after packaging is opened. Opening an item does not automatically prevent us from reviewing a defect or a significant discrepancy from the description.

Tell us when and how you discovered the issue. Missing packaging alone will not automatically prevent an investigation, although available packaging and product photographs can help us assess the concern.

If you experience irritation or another unwanted reaction, stop using the product and contact us with its name, your order number, and a brief description of what happened.

An individual reaction does not, by itself, establish that a product is defective. We will review the circumstances and explain the available options without automatically treating the matter as either a product defect or a personal preference return.

Return Shipping and Other Fees

Personal Preference Returns

Customers pay return shipping costs for personal preference returns. The cost depends on the parcel and return destination. You can obtain a shipping quote after we provide the return address.

Original shipping charges are generally nonrefundable for these returns.

If your order originally qualified for free shipping, we do not deduct an outbound shipping charge from your refund.

Product Problems or Our Errors

For damaged, defective, incorrect, or missing items, or a significant difference from the description, you will not be required to pay additional costs arising from the issue.

Where a return is required, we will explain the appropriate shipping arrangement before dispatch. Where a refund is the agreed resolution, it will include applicable refundable delivery charges associated with the affected item.

Restocking and Cancellation Fees

We do not charge restocking fees or cancellation fees.

Using the Return Address We Provide

Our support team supplies the return address after reviewing your request. The destination may differ from the address on the original parcel.

Do not send returns to the company address listed at the end of this policy. That address identifies the business operating Marzeluvo.

If you have already shipped an item to another address, contact us with the shipment details. We will review what can be done, but locating or redirecting the parcel can delay the process.

Packing and Sending an Approved Return

Follow the instructions supplied for your return and include the order reference requested by our team.

For personal preference returns, include the original packaging and accessories. Pack the product securely in suitable protective outer packaging to help prevent damage during transport.

If the item is broken or leaking, wait for our instructions about handling and shipment. Do not send a damaged product in a way that could expose others to leakage or broken components.

When arranging return shipping yourself, we recommend a trackable service. Keep the shipping receipt and tracking information until the return and refund have been completed.

If a return shipment appears delayed or missing, contact us with those details. Where we arranged the shipment, we will investigate with the relevant provider.

Inspection and Return Decisions

When the returned item reaches the designated destination, it will be inspected against the conditions relevant to the return reason.

For personal preference returns, the review includes the product’s unused condition, packaging, and supplied accessories. For a reported product problem, the review considers the issue described and the information provided.

If the return does not meet the applicable conditions, we will explain the findings and discuss the available options. We will not make unexplained deductions from an approved refund.

Refund amounts reflect the amount actually paid for the approved items, taking account of discounts and applicable refundable taxes. Shipping charges are handled according to the return reason as explained above.

Refund Method and Timing

Approved refunds are initiated to the original payment method.

When a return is required, we initiate the refund within 5–10 business days after the returned item has been received, inspected, and approved.

If no return is required, the 5–10 business day processing period begins on the date the refund is approved.

Business days for refund processing are Monday–Friday, excluding applicable public holidays. Your bank or payment provider may require additional time to post the funds after we initiate the refund.

If the original payment method has expired or the account has closed, contact us so we can review the options available through the payment provider.

If an expected refund has not appeared, email us with your order number and the relevant refund details.

Replacements and Exchanges

For a product problem or order error, we will discuss an appropriate replacement, refund, or return solution. A replacement arranged to resolve the issue will not create additional costs for you arising from that issue.

If you simply prefer another shade or product, contact us before returning the original item. We will explain whether an exchange can be arranged or whether an eligible return followed by a separate purchase is more appropriate.

Any proposed price difference or personal preference shipping cost will be explained before you agree. Do not assume that a replacement item is reserved before the arrangement is confirmed.

Canceling or Correcting an Order

Email service@marzeluvo.com as soon as possible if you need to cancel an order or correct a product selection, shade, quantity, or delivery detail.

Order processing takes 1–3 business days after payment is confirmed. This processing period is not a guaranteed window for changes or cancellation.

We will check the order’s progress and confirm whether your request can still be accommodated. Orders cannot be canceled after shipment.

For a paid, unshipped order approved for cancellation, we initiate a refund to the original payment method within 5–10 business days after approval. Your bank or payment provider may require additional posting time.

An order that has already shipped may be eligible for a return after receipt under this policy.

Missing or Undelivered Orders

Contact us if a parcel has not arrived, tracking has stopped progressing, or the shipment appears lost. Include your order number and available tracking information.

We will review the shipment and investigate with the relevant carrier or fulfillment provider. We will help determine an appropriate resolution rather than require you to resolve the issue with the carrier alone.

If tracking shows “Delivered” but you have not received the parcel, let us know. That status alone will not prevent us from investigating your report.

Our Shipping Policy provides further details about delivery assistance.

Your Continuing Consumer Rights

Nothing in this policy removes mandatory rights or remedies applicable to your purchase.

The conditions for personal preference returns do not override protections relating to faulty, damaged, incorrect, or significantly misdescribed products.

If your circumstances require further assessment, explain the issue when contacting us so we can review the relevant details.

Return and Refund Support

For assistance with a return, product concern, replacement, cancellation, or refund, contact us using the details below.

Brand Name: Marzeluvo

Company Name: Chongqing Huanyue Information Technology Co., Ltd.

Company Address: Room 9-2, Unit 2, No. 55 Chongqing Village, Lianglukou Subdistrict, Yuzhong District, Chongqing, China

Customer Support Email: service@marzeluvo.com

Support Hours: Monday–Saturday, 9:00 AM–6:00 PM EST

We aim to respond to customer inquiries within 1–2 business days.