REFUND AND REPLACEMENT POLICY

To ensure accurate reporting of any issues with your parcel, we recommend capturing photos or filming the unboxing process, particularly if you notice anything unusual. These images and videos serve as essential documentation for efficiently processing your refund or replacement request.

Qualifying Cases for Refund/Replacement

Refunds are at the discretion of Maylips, and we do not guarantee we will offer a refund in all circumstances. 

If you encounter any issues not listed below—such as quantity discrepancies, incorrect documentation, or unique cases requiring special handling—please contact our customer service at info@maylips.com as soon as possible.

  1. Damaged Products or Parcels

This category includes products that arrive damaged during transit, making them unusable or unsellable. Items inadequately or improperly packaged may also fall under this category.

The notification period is within 72 hours after receiving the item.

Qualifying Factors
  • Products with visible damage from shipping that cause defects or malfunctions upon arrival.
  • Packaging issues impacting product usability, safety, or appearance.
  • Items that have expired upon delivery.
Exclusions
  • Minor cosmetic damage to packaging that does not affect product use.
  • Damage incurred due to client handling post-delivery.
  • Reports made beyond the 72-hour notification period.
Required Documentation
  • Clear photos of the damaged items, packaging, and shipping label.
  • Proof of purchase, such as order confirmation, waybill, or invoice.
  • For temperature-sensitive items, include a temperature reading upon arrival (from an infrared thermometer or digital probe thermometer).
  1. Ineffective Products

Products that do not perform as expected or fail to meet their advertised claims may lead to customer dissatisfaction.

The notification period is within 180 days of the order date. This timeframe aligns with bank refund policies, as most financial institutions only allow refunds within 180 days.

Qualifying Factors
  • Product does not work as directed or advertised.
  • Manufacturing or quality issues affecting the product’s effectiveness.
  • Compromised vial integrity (damaged, tampered, or improperly sealed).
  • Incomplete or compromised packaging leading to discoloration or cloudiness.
Exclusions
  • Issues resulting from improper storage or misuse by the client.
  • Reports made beyond the 180-day notification period.
  • Minor variations in efficacy due to individual response.
Required Documentation
  • Evidence of use (photos/videos showing ineffective performance).
  • Purchase confirmation and completion of the Ineffective Product Form detailing the product’s shortcomings.
  1. Warm Products

Temperature-sensitive products exposed to unsuitable conditions that compromise their quality or safety.

The notification period is within 48 hours of receiving the item.

Qualifying Factors
  • Documented temperature compromise during transit.
  • Damaged packaging affecting product stability.
  • Exceeding shipping time for cold-chain goods (10 days) due to customs or weather delays.
  • Missing ice packs.
Exclusions
  • Claims reported beyond the 72-hour window.
  • Products not stored correctly post-delivery.
Required Documentation
  • Photos of temperature readings taken upon arrival.
  • Tracking numbers, carrier details, shipment date, and delivery status for items delayed over 10 days.
  • Proof of purchase, such as order confirmation or invoice.
  1. Wrong Products

Cases where incorrect items are shipped due to labeling errors, picking mistakes, or other handling issues.

The notification period is within 72 hours of receiving the item.

Qualifying Factors
  • The product must be unused, in original packaging, and resalable unless damaged or defective.
Required Documentation
  • A photo of the incorrect product showing the LOT number and all sides of the box.
  • Proof of purchase, such as order confirmation, waybill, or invoice.
  1. Other Terms

Issues related to orders that fail to reach the client due to courier errors, incorrect addresses, or other logistical problems requiring investigation.

The notification period is within 5 to 10 business days after the order date.

Qualifying Factors
  • Package verification as undelivered based on carrier tracking information.
  • Cold-chain shipments undelivered or delayed beyond 10 business days.
  • Ambient shipments undelivered within 14 business days of dispatch.
Exclusions
  • Orders undelivered due to client unavailability, incorrect address, or refusal to accept the package.
  • Claims arising from uncontrollable factors (e.g., customs holds).
Required Documentation
  • Order confirmation, tracking numbers, carrier details, shipment date, and delivery status for items delayed over 10 days.