Refund policy
Return & Refund Policy
At Mesanel, your satisfaction and peace of mind matter to us. We offer a 30-day return policy for eligible unopened products, along with replacement support for defective or damaged items.
1. 30-Day Returns for Unopened Products
You may request a return within 30 days of receiving your order, provided that:
-
The product is completely unused and unopened.
-
The original retail packaging and hygiene seals are intact.
-
The product is in its original condition.
-
You can provide proof of purchase.
Eligible returns are available for both regular-priced and sale-priced products.
To request a return, please contact serve@mail.mesanel.com before sending the product back. Our team will provide return instructions and confirm any applicable shipping costs.
2. Opened or Used Products
For hygiene and personal safety reasons, intimate products that have been opened, unsealed, or used are not eligible for change-of-mind returns or refunds, except where required by applicable law.
This restriction does not apply to defective, damaged, or incorrectly supplied products where the customer is entitled to a remedy.
3. Damaged or Defective Products
If your product arrives damaged, has a manufacturing defect, or develops a fault, please contact our customer support team.
We will review the issue and arrange a replacement for confirmed product defects or damage at no additional cost, or provide another remedy where required by applicable consumer law.
Please include your order number, a description of the problem, and photos or a short video if available.
Opening the product does not invalidate your rights regarding defective or damaged goods.
4. Return Process
-
Contact serve@mail.mesanel.com with your order number and return request.
-
Our customer support team will review your request and provide further instructions.
-
Once your return is authorized, follow the provided shipping instructions.
-
After receiving and inspecting your returned item, we will confirm your refund eligibility.
Please do not send products back without contacting us first.
5. Refunds
Once an eligible return has been received and approved, the refund will be issued to your original payment method within 3 business days.
Additional processing time may be required by your bank or payment provider.
6. Statutory Consumer Rights
Nothing in this policy limits or excludes rights provided by applicable consumer protection laws.
Customers in the European Union, United Kingdom, Australia, and other applicable jurisdictions retain their statutory cancellation and remedies rights, including protections for faulty goods. Certain sealed products may be exempt from change-of-mind cancellation rights after being unsealed for hygiene reasons, as permitted by applicable law.
7. Contact Us
If you have any questions about returns, refunds, or product replacements, please contact:
Mesanel Customer Support
Email: serve@mail.mesanel.com
Website: https://mesanelonline.shop