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 same condition in which you received it.
• Packaging: The item must be returned in its original, undamaged packaging whenever reasonably possible.

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 order;
3. The specific reason for the return.

Please note that returns or exchanges sent to our warehouse without prior communication and written authorization from our customer support team may not be accepted. This requirement does not limit any mandatory rights available to consumers under applicable law.

3. Refunds Policy

If the product you purchased does not meet your initial expectations or requirements, you may request a refund in accordance with this policy and any mandatory consumer rights that apply to your purchase.

• Defective Items: If the product you received is non-functional, damaged, or structurally defective.
• Incorrect Items: If you received a product that is materially different from the item ordered.
• Non-Delivery: If you have not received your product within 90 business days from the original order date, subject to carrier records and applicable consumer protection laws.

Important Refund Conditions

• Refund Method: Approved refunds will generally be issued to the original payment method. After a refund is processed, your bank or payment provider may require an additional 3 to 5 business days to display the funds in your account.
• Return Shipping Costs — Customer Preference: If a return is initiated because of a change of mind, accidental purchase, or personal preference, the customer is generally responsible for return shipping costs unless applicable law provides otherwise.
• Return Shipping Costs — Our Error: If the return is caused by our error, including a damaged, defective, or incorrect item, Mrorea will cover reasonable return shipping expenses or provide another appropriate solution.
• Customs and Import Duties: For international shipments, import taxes, duties, and customs fees may apply. These charges are generally the customer's responsibility unless otherwise stated or required by applicable law.

Non-Refundable Circumstances

Refund requests may be declined where permitted by law if:

• The order failed to arrive because the customer provided an incorrect or incomplete shipping address, repeatedly missed delivery attempts, or failed to collect the package from a designated pickup point.
• The package was marked as delivered by the carrier and the available delivery evidence reasonably confirms delivery to the address provided.
• The loss or delay resulted from circumstances outside our reasonable control, including severe weather, natural disasters, customs delays, or other force majeure events, subject to any mandatory consumer rights that apply.

4. European Union Right of Withdrawal

Exceptions to the EU Right of Withdrawal

The right of withdrawal may not apply to certain products or transactions where an exemption is permitted under applicable law, including:

• Products made to the consumer's specifications or clearly personalized;
• Goods that are liable to deteriorate or expire rapidly;
• Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
• Goods that, after delivery, become inseparably mixed with other items because of their nature;
• Other goods, services, or digital content that are legally exempt from the right of withdrawal.

Nothing in this policy limits or excludes any mandatory rights available to consumers under European Union or applicable national consumer protection laws.

EU Withdrawal Requests: For withdrawal requests, please contact us at customer@mrorea.com and include your order number and purchase details.

5. Contact Us

For questions, return requests, withdrawal notices, or refund claims, please contact our customer support team:

• Email: customer@mrorea.com