Refund policy
Return and Refund Policy
We want you to be satisfied with your purchase. If you are not completely satisfied, you may be eligible to return your item within 30 days of receiving it, subject to the conditions below.
Returns
You have 30 days from the date you receive your item to request a return.
To be eligible for a return, the item must be:
• Unused and unworn
• In its original condition
• With all original tags attached
• In its original packaging, where applicable
• Accompanied by proof of purchase
To start a return, please contact us at service@macrolake.com before sending the item back.
Please do not send items to the address listed on our website unless our support team has specifically instructed you to do so. The return address may vary depending on the product and the customer's location.
Once your return request has been approved, we will provide the appropriate return instructions, including the return address and, where applicable, a return shipping label.
Return Shipping Costs
For returns involving a defective, damaged, incorrect, or otherwise faulty item received from us, we will cover the reasonable return shipping cost and provide return instructions or a return shipping label where applicable.
For returns requested because of a change of mind, incorrect size or selection, or another reason not caused by an error or defect on our part, the customer is responsible for the return shipping cost, unless otherwise stated by our support team.
Any applicable return shipping costs or deductions will be communicated to the customer before the return is completed.
Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item.
If you receive a damaged, defective, or incorrect item, please contact us at service@macrolake.com and provide your order number and, where appropriate, photographs or other information showing the issue.
We will review the issue and provide instructions for returning the item or resolving the problem.
Non-Returnable Items
Certain items cannot be returned, including:
• Personal care goods, such as beauty products
• Items that have been used or worn
• Items without their original tags or packaging, where applicable
• Gift cards
• Sale or clearance items where specifically stated as non-returnable
If you are unsure whether an item is eligible for return, please contact us before sending it back.
Exchanges
We do not guarantee direct exchanges for all products. If you need a different item, size, or variant, please contact us at service@macrolake.com. Depending on availability and the circumstances, we may provide instructions to return the original item and place a new order.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If your return is approved, the refund will be issued to your original payment method.
Please allow up to 10 business days for the refund to be processed after the return has been approved. Your bank or payment provider may require additional time before the refunded amount appears in your account.
If you have not received your refund after the applicable processing period, please contact us at service@macrolake.com.
Late or Missing Refunds
If you have not received an approved refund, first check your bank account or payment provider.
If the refund is still not showing, please contact your bank or payment provider, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at service@macrolake.com.
Items Returned Without Approval
Please contact us before sending any item back. Items returned without prior approval or without following the return instructions provided by our support team may not be accepted or may result in delays in processing your return.
European Union 14-Day Right of Withdrawal
If you are a consumer in the European Union, you may have the right to withdraw from your purchase within 14 days without giving a reason, subject to applicable exceptions under European consumer protection law.
The withdrawal period generally begins on the date you, or a third party designated by you, receive the goods.
To exercise this right, please contact us at service@macrolake.com within the applicable withdrawal period. We will provide the necessary return instructions.
Certain products may be excluded from the right of withdrawal where permitted by applicable law, including products that cannot be returned for health or hygiene reasons after being unsealed.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: service@macrolake.com
We will provide the appropriate return instructions and assist you with your request.