Return & Refund Policy
If something is not right with your order, we want to fix it quickly and fairly. This page explains what can be returned, the time limits, who pays for return shipping, and how long refunds take, so you know where you stand before you buy.
The short version
- Unopened, unused products can be returned within 7 days of delivery.
- Damaged or wrong items must be reported within 12 hours of delivery, with a photo or video.
- Opened or used skincare cannot be returned, for hygiene reasons.
- Refunds go back to your original payment method within 7 to 10 working days of approval.
What you can return
You can return a product within 7 days of delivery if all of these are true:
- it is unused and unopened, with any seal intact
- it is in its original packaging and original condition
- you can show proof of purchase, such as your order number or confirmation email
What we cannot accept back
- products that have been opened or used
- items bought on sale or with a discount
- gift cards
- free gifts and promotional items
We know the first point can feel strict. Skincare goes onto your face, and we cannot resell or safely check a product once it has been opened, so this rule protects every customer who buys after you. If you are unsure whether a product suits your skin, ask us before you order. We would rather help you pick the right one than process a return.
Damaged, leaking or wrong items
Please check your parcel when it arrives. If a product is damaged or is not what you ordered, contact us within 12 hours of delivery and send:
- your order number
- clear photos or a short video showing the problem
Once we have checked it, we will send you a free replacement or a full refund, whichever you prefer. In these cases we cover all shipping costs.
Return shipping costs
For a standard return, where the product is fine but you have changed your mind, you pay the cost of sending it back. The original delivery fee is not refunded. If the return is because of our mistake, we pay for everything, including the original delivery.
How refunds work
- We receive and check the returned item.
- We confirm by email that your refund is approved.
- We send the refund to your original payment method within 7 to 10 working days.
After that, timing depends on your bank or card provider, so it can take a few more days to appear on your statement.
Exchanges
Would you rather swap than refund? We offer exchanges within 7 days of delivery on items that are unused, sealed and in their original packaging. Contact us with your order number and the product you would like instead.
Cancelling an order
You can cancel an order at any time until it has been shipped. Contact us as soon as possible after ordering. Once an order has left us, it can no longer be cancelled, but you can return it under this policy if it meets the conditions above. Delivery times are on our Shipping & Delivery page.
How to start a return
Email info@munabelleza.ae or message us on WhatsApp with your order number, the reason for the return and any photos. We will reply with the next steps and the return address. Please do not send a parcel back before you have heard from us, so it does not get lost.
Not sure a product is right for you?
Ask us before you buy. Tell us your skin type and what you want to improve, and we will give you an honest answer.
Returns questions
Can I return a product I have opened?
No. Once a skincare product has been opened or used, we cannot take it back, for hygiene and safety reasons. This applies to every product in our range, including sheet masks.
My order arrived damaged. What do I do?
Contact us within 12 hours of delivery with your order number and a clear photo or video of the damage. Once we have checked it, we will send a free replacement or give you a full refund, and you will not pay any return shipping.
How long does a refund take?
We process approved refunds within 7 to 10 working days, back to the card you paid with. Your bank may take a few extra days to show the money in your account.
Can I swap a product for a different one?
Yes. If the item is unused, still sealed and in its original packaging, you can ask for an exchange within 7 days of delivery.
Is the delivery fee refunded?
The original delivery fee is not refunded for standard returns. It is refunded if the return is because of our mistake, such as a damaged or wrong item.