Refund & Return Policy

REFUND & RETURN POLICY

Returns are accepted for items that arrive damaged, defective or incorrect, subject to review. This page explains what is eligible, how a review works and how refunds are processed.

1. Eligibility overview

You may request a return authorization within 30 days of the date your order is delivered. Because our products are cosmetics:

  • Opened or used personal-care products may be restricted from return for hygiene and safety reasons.
  • Change-of-mind returns may not be accepted; eligibility depends on the condition of the item and our review.
  • All returns require prior approval — please do not send anything back without a return authorization, as unauthorized returns cannot be accepted.

2. Damaged, defective or incorrect items

Damaged in transit

Inspect your order on arrival. If an item arrives damaged, keep the product and all packaging and contact us promptly with photos of the outer box, inner packaging and the item.

Defective product

If a product appears defective, stop using it and contact us with your order number, the product name and a clear description or photos of the issue.

Incorrect item

If you received a different item from what you ordered, contact us with your order number and a photo of the item and its label so we can put it right.

3. Conditions that may not be eligible

  • Opened, used or tampered personal-care and cosmetic products.
  • Items damaged by misuse, improper storage or customer handling.
  • Products or packaging discarded before the review is complete.
  • Returns sent without a return authorization.

4. How to request a review

  1. Email contact_cs@themaroshop.com within 30 days of delivery.
  2. Include your order number, the product name, a description of the problem and clear photos.
  3. Keep the product and all packaging materials until the review is finished.
  4. If a return is approved, we will send a return authorization with instructions. Who bears the return shipping cost depends on the reason for the return and the outcome of the review, and will be confirmed in the authorization.

5. Return and inspection process

Approved returns are inspected on arrival. We will confirm the outcome of the inspection by email and let you know how the case will be resolved.

6. Refund processing

  • Approved refunds are issued to the original payment method within 10 business days of approval.
  • Banks and card issuers may need additional time to post the refund. If more than 15 business days have passed since our approval notice, contact us and we will follow up.
  • Original shipping fees, customs duties, taxes and other third-party charges are not automatically refundable; whether they can be refunded depends on the reason for the return and applicable law.

7. Order cancellation

Contact us as soon as possible if you need to cancel. Once processing or dispatch has started, cancellation may no longer be possible — in that case the request is handled under this return policy after delivery.

8. Product Care & Caution

  • Discontinue use if irritation, redness, swelling or discomfort occurs.
  • Avoid direct contact with the eyes. If contact occurs, rinse carefully with clean water.
  • Store products away from direct sunlight, excessive heat and humidity.
  • Keep products out of reach of children.
  • Follow the directions and precautions printed on each product's packaging.
  • Ingredient sensitivities vary from person to person — please review the product's ingredient list before use.

9. Authenticity concerns

Concerns about whether a product is genuine are handled separately from ordinary returns. Please send us:

  • Order number
  • Product name
  • Clear product and packaging photographs
  • Batch or lot information
  • A description of the concern

See our Authenticity Promise for how these reviews work, or reach us through the Contact Us page.

10. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under the mandatory consumer-protection laws of your country of residence.

11. Contact and return address

Do not send a return before receiving a return authorization.

THE MARO SHOP – Returns (Operated by PNLBEAUTY)
Bldg. B – Unit 722, 301 Incheon Tower-daero,
Yeonsu-gu, Incheon 22007, Republic of Korea
Email: contact_cs@themaroshop.com
Phone: +82-10-7669-2147
Customer Support: Mon–Fri, 09:00–18:00 KST