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Refund policy

At Echt Merk,

We take pride in offering 100% authentic, carefully inspected products. Since we deal in luxury and beauty items, we’ve designed this policy to be fair, transparent, and protective of both our customers and our brand.

Unboxing Video Required for Claims

To ensure a smooth and transparent claims process, customers must record a clear, unedited, continuous unboxing video starting from the sealed parcel. This video is mandatory proof for any claim involving:

• Damaged or broken items

• Defective or expired products

• Missing or incorrect items in the parcel

Claims submitted without a valid unboxing video cannot be processed. Please do not pause, cut, or edit the video — it must show the parcel being opened from start to finish.

Claim Window

Any damage, defect, or discrepancy must be reported within 24–48 hours of receiving your parcel, along with the unboxing video, via WhatsApp or email.

Eligibility for Return/Exchange

Items are eligible for return or exchange if:

• The product is unused, unopened, and in its original packaging

• The seal/hygiene protection (for beauty/skincare items) is intact

• The claim is raised within the specified window with the unboxing video

Due to hygiene reasons, used or opened beauty and skincare products cannot be returned unless proven defective via the unboxing video.

❌ Non-Returnable Items

• Products marked “Final Sale”

• Gift cards

• Items without an unboxing video (in case of damage/defect claims)

Refunds & Exchanges

Once your claim is verified, you can choose between:

• A replacement of the same item (subject to availability)

• Store credit

• A refund via your original payment method

Processing typically takes 5–7 business days after verification.

How to File a Claim

Send the following to our WhatsApp/email:

1. Order number

2. Unboxing video

3. Photos of the issue (if applicable)