Refund policy

At MESCH, we are committed to providing high-quality products and ensuring customer satisfaction. If you’re not completely happy with your purchase, we offer returns in accordance with Australian consumer law.

Change of Mind?

Please note that under Australian consumer law, we are not required to provide a refund or replacement if you change your mind. However, we want you to love your MESCH products, so we are happy to offer an exchange or store credit for unused, unopened items within 30 days of purchase, provided they are in their original packaging and condition. Please contact us to initiate the return process.

Consumer Guarantees

Under the Australian Consumer Law, you are entitled to a replacement or refund if a product has a major problem. This applies if the product:

  • Has a problem that would have stopped someone from buying it had they known about it.

  • Is significantly different from the description or sample shown.

  • Is faulty or unsafe.

  • Does not perform as intended.

For minor issues, we may offer a replacement.

Allergic Reactions

At MESCH, we take skin sensitivity seriously. If you experience an adverse reaction after using one of our products, please discontinue use immediately and contact us at hello@exoglo.jp. We will work with you to assess the situation. In the event of a confirmed reaction:

  • You may be eligible for a refund or exchange.

  • We may request photos and details of the reaction for assessment.

  • In some cases, we may offer a refund, exchange, or store credit, depending on the severity of the reaction and the product’s condition.

We recommend performing a patch test before using any new product to avoid adverse reactions.

How to Request a Return or Exchange

  1. Contact Us: Please email us at hello@exoglo.jp with your order details and reason for the return or exchange.

  2. Assessment: Once we assess the claim and confirm eligibility for a refund or exchange, we will provide return instructions.

  3. Shipping: You will be responsible for return shipping costs unless the product is faulty or causes an adverse reaction, in which case we will cover the return postage.

  4. Refund Processing: Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect the returned product.

Exceptions to Returns

  • We do not offer refunds or exchanges on opened or used items unless they are faulty or cause an adverse reaction.

  • Refunds or exchanges cannot be processed after the 30-day return period for change of mind.