Refund Policy
At Balm Beauty by Dr. Melaxin, your satisfaction matters to us. We stand behind the quality of our products and want you to feel confident with every purchase.
Because our products are personal care items, we follow a refund policy that is fair to both our customers and our brand.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
You must provide clear photos or videos showing the issue so our team can properly assess the claim.
Depending on the situation, we may offer:
- A replacement
- A partial refund
- A full refund
Orders Marked as Delivered
If tracking information shows that an order has been delivered, we are unable to issue a refund unless:
- You provide official non-delivery confirmation from your local post office or carrier
Please note that investigations with shipping carriers may take additional time, and outcomes cannot always be guaranteed.
Delayed Orders
If your order has not arrived within a reasonable timeframe after shipment, we will investigate the issue and work toward a resolution on a case-by-case basis.
Order Cancellations
Orders may only be canceled if they have not yet been processed or shipped. Once an order enters fulfillment, it can no longer be canceled.
Shipping fees, customs charges, taxes, and additional costs are non-refundable.