Refund policy

Effective Date: 10 March 2025

We want you to be completely satisfied with your purchase from MARWAXOX. If for any reason you are not happy with your order, we offer a straightforward return and refund process, outlined below.

1. Return Period

You may return eligible items within 30 calendar days from the date you received your order. If 30 days have passed, unfortunately, we cannot offer you a refund or exchange unless required by law.

2. Eligibility Criteria

To be eligible for a return, the item must be:

• Unused and in the same condition you received it
• In its original packaging with all safety seals and labels intact
• Accompanied by proof of purchase (order number or confirmation email)

Please note: Due to hygiene reasons, we cannot accept returns of opened or used beauty products unless they are faulty or damaged.

3. How to Initiate a Return

To request a return, please contact us at support@marwaxox.shop with the following details:

• Your full name
• Order number
• Reason for return
• Photos if the item is damaged or defective

Once your return request is approved, we will provide return instructions and the return address.

4. Return Shipping

Unless the return is due to a mistake on our part (wrong item, damaged, or defective), you are responsible for the return shipping costs. We recommend using a tracked delivery service, as we cannot guarantee receipt of your returned item otherwise.

5. Refund Processing Time

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5 business days back to your original method of payment.

Depending on your payment provider, it may take additional time for the refund to appear in your account.

6. Non-Refundable Items

The following items cannot be refunded:

• Gift cards
• Items returned after the 30-day period
• Used, opened, or unsealed products (unless defective)
• Sale or clearance items clearly marked as non-returnable

7. Exchanges

We currently do not offer exchanges. If you wish to change an item, please follow the return process above and place a new order for the desired product.

8. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. Include your order number and photos showing the issue. We will offer a replacement, refund, or store credit as appropriate.

9. Contact Us

If you have any questions about our return and refund process, feel free to contact us:

Lustre Skin Ltd
Alba Innovation Centre, Alba Campus
Livingston, West Lothian, EH54 7GA
United Kingdom
Email: support@marwaxox.shop
Phone: +44 7440 218303