Refund policy

Return & Refund Policy

Last Updated: February 2026

Brand: MARROWA Skincare

Official Support Contact: Support@marrowa.com

At MARROWA, we are dedicated to formulating the highest quality bio-identical lipid skincare for your barrier repair journey. We want you to feel 100% confident in every purchase you make with us.

If you are not entirely satisfied with your order, our dedicated customer care team is here to assist you every step of the way.

1. 30-Day Satisfaction Guarantee & Customer Remorse Returns

We offer a 30-day return policy, which means you have 30 days from the date your package is delivered to request a return or exchange.

Eligibility Criteria:

  • To be eligible for a standard return, you must provide a valid receipt, order number, or proof of purchase.

  • For hygiene and safety reasons regarding cosmetic products, returned items must ideally be unopened, unused, and in their original packaging. (If you have opened and tried the product and experienced an issue, please contact us directly so we can resolve it under our satisfaction care program).

How to Initiate a Return:

  1. Contact our support team at Support@marrowa.com with your Order Number and the reason for your return.

  2. If your return request is approved, our team will provide you with a pre-paid return shipping label along with detailed instructions on how and where to dispatch your package.

  3. Important Note: Items sent back to us without prior authorization and a confirmed return ticket will not be accepted.

Processing Fees on Remorse Returns:

  • Standard customer remorse returns (e.g., ordering by mistake, changing your mind, or choosing the wrong item) are subject to a small flat-rate return processing.

  • No processing fee ever applies to items that arrive damaged, defective, or incorrect.

2. Damaged, Defective, or Incorrect Products

Your satisfaction is our top priority. Please inspect your MARROWA shipment immediately upon arrival.

If your package arrives damaged during transit, defective, or contains the wrong item(s):

  • Please email us immediately at Support@marrowa.com within 48 hours of delivery.

  • Include your Order Number and clear photos showing the damaged container, box, or shipping label.

  • Once verified, we will immediately send out a free replacement or process a 100% full refund. You will not incur any return shipping charges or processing fees for damaged or faulty items.

3. Order Cancellations

  • You may request to cancel your order within 24 hours of placement, provided the order has not yet been processed and handed over to our fulfillment carrier.

  • To cancel, please email Support@marrowa.com immediately with the subject line "URGENT CANCELLATION: [Your Order Number]".

  • If your order has already been dispatched from our warehouse, it cannot be canceled in transit. In this case, please refer to our standard 30-day return policy upon receiving the package.

4. Exchanges

The fastest and most efficient way to exchange a product (e.g., swapping for a different formula or size) is to follow the standard return process for your current item at Support@marrowa.com. Once your return is accepted, you can place a separate purchase for the new item on marrowa.com.

5. Lost, Stolen, or Delayed Shipments

We partner with reliable courier services to ensure your skincare arrives safely and swiftly. However, transit delays can occasionally occur.

  • If 48 hours have passed since your estimated delivery date and your tracking link shows no progress, please notify us at Support@marrowa.com.

  • Our team will launch a formal investigation with the logistics carrier. Please allow up to 5 business days for this carrier inquiry to complete.

  • If the carrier confirms the package is lost in transit after 5 business days, MARROWA will immediately offer you your choice of a 100% full refund or a free priority replacement shipment.

6. Refunds & Processing Timeline

  • Once your returned item is received at our facility, our quality control team will inspect it and notify you via email regarding the approval status of your refund.

  • Upon approval, your refund will be processed back to your original payment method (Credit Card, PayPal, Apple Pay, etc.) within 5 to 10 business days.

  • Please note: Banking institutions and credit card companies may take an additional 3–5 business days to post the cleared funds to your account statement.

  • If 15 business days have passed since your refund was approved and you have not received your funds, please contact our financial care desk at Support@marrowa.com.

Questions & Support Contact

If you have any questions regarding your order, shipping status, or return policy, please reach out directly to our dedicated support team:

  • Brand: MARROWA Skincare

  • Official Webstore: marrowa.com

  • Customer Support Email: Support@marrowa.com

  • Hours of Operation: Monday – Friday, 9:00 AM – 5:00 PM EST