Return and Refund Policy

Return and Refund Policy

Effective as of 01.01.2026

At MAHRA, your satisfaction is our top priority. If for any reason your order does not meet your expectations, here is how we handle returns and refunds.

1. Withdrawal Period

You have 14 calendar days from the receipt of your order to exercise your right of withdrawal, without providing any reason.

This period starts on the day you physically receive the product (not the order date).

2. Return Eligibility Conditions

To be eligible for a return, the product must meet the following conditions:

  • The product must be unopened and unused
  • The hygiene seal must not be broken
  • The original packaging must be intact
  • The product must be returned in its original condition, including all accessories (instructions, packaging)

For hygiene and safety reasons, opened or used cosmetic products cannot be returned, except in the case of a defective product (see Section 6).

3. Return Procedure

To initiate a return:

  1. Send an email to hello@mahraskin.com within 14 days of receiving your order, including:
    • Your order number
    • The product(s) you wish to return
    • The reason for the return (optional but helpful for improvement)
  2. You will receive a return authorization within 48 business hours, including the return address.
  3. Ship the product back, carefully packaged, within 14 days of receiving the return authorization. Keep the shipping proof (tracking number), as it is your only proof in case of loss.
  4. Once the product is received and verified, your refund will be processed.

4. Return Shipping Costs

Return shipping costs are your responsibility, except in the case of a defective product or a shipping error on our part.

We strongly recommend using tracked and insured shipping.

5. Refunds

Refunds are issued within a maximum of 14 days after we receive the returned product, using the same payment method as the original order.

Refunds include:

  • The product price
  • Original shipping costs only if the entire order is returned

If only part of the order is returned, original shipping costs are not refunded.

6. Defective or Non-Conforming Products

If you receive a defective product, a damaged item, or an item that does not match your order:

  • Contact us within 7 days of receipt at mathias.andeghergis@icloud.com
  • Attach clear photos of the product and the defect
  • Include your order number

We will then offer:

  • A free replacement product, OR
  • A full refund (product + shipping costs), depending on your preference

In this case, no return of the defective product is required, unless a quality inspection is necessary (in which case it will be at our expense).

7. Order Cancellation

You may request order cancellation before shipment by emailing hello@mahraskin.com.

If the order has not yet been processed by our fulfillment partner, cancellation is free and a full refund will be issued.

Once the order has been shipped (you will receive a shipping confirmation email with tracking number), cancellation is no longer possible. You may either refuse delivery or proceed with the standard return process.

8. Exchanges

We do not process direct exchanges. To exchange a product:

  1. Initiate a return following the standard procedure
  2. Once the return is approved and refunded, place a new order

This process ensures better tracking and customer service.

9. Special Cases

Essentials Routine Packs: if you return a pack, all items included in the pack must be returned together, not individual products.

Promotional orders (discount codes, sales): refunds are issued based on the actual amount paid, excluding promotional value.

Free gifts: any free gift included with the order must also be returned in order for the refund to be processed.

10. Refund Processing Times

Once the refund is initiated:

  • Credit card: 3–10 business days depending on your bank
  • PayPal: 24–48 hours
  • Apple Pay / Google Pay: 3–5 business days
  • Twint (if applicable): 1–3 business days

If you have not received your refund after these timeframes, please first check with your bank or payment provider before contacting us.

11. Contact

For any questions regarding returns or refunds, please use the contact form on our “Contact” page.