Return & Refund Policy

At Mrorea, consumer satisfaction is our top priority. We strive to ensure our customers are 100% satisfied with their purchases. If you are experiencing any shipping delays, product issues, or are unsatisfied with your order, please reach out to our dedicated support team via email. We are here to assist you and resolve any issues promptly.

1. Order Cancellation

We accept order cancellations before the product is processed, manufactured, or shipped. If your cancellation request is processed successfully, you will receive a full refund.

• Cancellation Window: You may cancel your order as long as the request is submitted prior to shipment and within the specific timeframe indicated on our website during checkout.
• Order Processing Time: Orders are typically processed within 2 business days of placement and dispatched the following day. Please note that our logistics center does not process or ship orders on weekends.
• Post-Shipment Policy: Once an order has been processed and handed over to the carrier, cancellation is no longer possible. If you no longer want the items, you will need to follow our standard return process after the package is delivered.

To cancel an unshipped order, please contact us immediately at customer@mrorea.com. For the fastest resolution, please include your Order Number in the subject line or email body.

2. Returns Policy

We accept returns under the following guidelines, provided that you notify us in advance via email at customer@mrorea.com:

• Timeframe: You must contact us within 14 days of package delivery (as determined by the carrier's tracking system).
• Item Condition: To be eligible for a return, your item must be unused, unaltered, and in the exact same condition that you received it.
• Packaging: The item must be returned in its original, undamaged packaging.

To process your return efficiently, please provide the following information in your request:

1. Your Order Number
2. The full name and email address associated with the account used to place the order
3. The specific reason(s) for the return

*Please Note: We strictly do not accept returns or exchanges sent back to our warehouse without prior communication and written authorization from our customer support team.

3. Refunds Policy

If the product you purchased does not meet your initial expectations or requirements, you may request a refund under the following eligible circumstances:

• Defective Items: If the product you received is completely non-functional or structurally defective.
• Non-Delivery: If you have not received your product within 90 business days from the original date of order placement.

Important Refund Conditions:

• Refund Method: Approved refunds will be automatically issued back to your original payment method within 3 to 5 business days.
• Return Shipping Costs (Customer Remiss): If the return is initiated due to customer preference, change of mind, or accidental purchase, the customer is responsible for all return shipping fees. The exact cost will vary based on the courier service you choose.
• Return Shipping Costs (Our Mistake): If the return is caused by our error (e.g., the product arrived damaged, defective, or the wrong item was sent), Mrorea will cover all return shipping expenses, and the customer will not bear any fee.
• Customs and Import Duties: For international shipments, import taxes, duties, and customs fees may apply upon arrival in the destination country. These structural fees are the sole responsibility of the customer unless explicitly specified otherwise.

Non-Refundable Circumstances:

Refund requests will be systematically declined if:

• The order failed to arrive due to factors within your control (e.g., providing an incorrect or incomplete shipping address, missing delivery attempts, or failing to retrieve the package from a local pickup point as requested).
• The package failed to arrive due to exceptional circumstances completely beyond the control of Our Store (e.g., custom clearance holds in your country, severe weather or natural disasters, or packages marked as "Delivered" in the carrier tracking system, including items successfully placed in your mailbox but subsequently lost or stolen).

4. Contact Us

For any further questions, clarifications, or to initiate a claim, please feel free to reach out to our team:

• Email: customer@mrorea.com