At Rock Melan, we are committed to providing high-quality skincare tailored to melanin-rich skin. If you are not satisfied with your purchase, please review our Refunds, Returns, and Exchanges Policy below.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on first-time purchases made directly from www.rockmelan.com, subject to the following conditions:

1.1 Eligibility

• The guarantee applies only to first-time purchases made directly from our website.
• Refund requests must be made within 30 days from the date of delivery.
• Each customer is eligible for one refund per product.

1.2 Refund Process

• To request a refund, contact us at info@rockmelan.com with your order number and reason for return.
• Refunds will only be processed after the return is received and reviewed.
• Customers are responsible for return shipping costs, except in cases of defective or damaged products.

1.3 Product Condition for Refund

• The product must be at least 50% full to qualify for a refund.
• Products that are empty, excessively used, or damaged due to improper use will not be eligible.

1.4 Non-Eligible Items

• Bundles, discounted items, and promotional gift sets are not covered under this guarantee.
• Products purchased from third-party retailers are not eligible—please refer to their return policy.

1.5 Refund Method

• Refunds will be issued to the original payment method within 7-14 business days after approval.
• Shipping fees are non-refundable.
• Rock Melan reserves the right to deny refunds that do not meet the conditions outlined above.

2. Returns and Exchanges for Change of Mind

If you change your mind about a product, you may return or exchange it under the following conditions:

• The product must be in its original, unused, and unopened condition, with the packaging intact.
• If the product was part of a set or multi-item pack, the entire set or pack must be returned or exchanged.
• A valid proof of purchase (receipt or email order confirmation) must be provided.
• Returns and exchanges must be requested within 30 days of receiving your order.

2.1 Items Not Eligible for Change of Mind Returns

• Items marked as non-exchangeable or non-returnable at the time of purchase.

3. Returns and Exchanges for Faulty, Damaged, or Missing Items

If you receive a faulty, damaged, or incomplete order, please contact us at info@rockmelan.com as soon as possible with:

• Your order number.
• Photos or videos of the damaged or faulty product.
• Details of the fault or missing items.

We will review your claim and arrange a replacement, refund, or resolution where appropriate.

4. Returns and Exchanges for Allergic Reactions

If you experience an allergic reaction to our product, stop using it immediately and contact us at info@rockmelan.com with:

• Your order number.
• Photos or images of the reaction.
• Details of any symptoms and when they occurred.
• Details of any medical treatment sought, if applicable.

We take product safety seriously and will assess your request accordingly.

5. Returning Products

When returning products for any of the above reasons, customers must:

• Send items to the return address provided in our confirmation email.
• Ensure items are securely packaged to prevent damage during transit.

5.1 When Rock Melan Covers Return Costs

We will cover return shipping costs if:

• The product is faulty, damaged, or missing parts.
• We have made an error in product pricing or description.
• There is a significant delay due to circumstances beyond our control.

In all other cases, customers must cover return shipping costs.

6. Refund Process

If you qualify for a refund under this policy:

• Refunds will be issued to your original payment method.
• Refunds will be processed within 14 days of receiving your return or proof of return.

7. Your Rights Under Consumer Law

We comply with Australian Consumer Law, which provides consumer guarantees for products. This means:

• Products must be of acceptable quality, match their description, and be fit for purpose.
• If a product has a minor fault, we may offer a repair, replacement, or refund.
• If a product has a major fault, you may choose a refund or replacement.

For more details, visit the Australian Consumer Law website.

8. Limitation of Liability

Rock Melan provides this website and its content on an "as-is" basis and does not guarantee:

• The accuracy or completeness of information.
• That the website will be secure, uninterrupted, or error-free.
• That the website will be free from viruses or harmful components.

To the extent permitted by law, Rock Melan will not be liable for:

• Indirect or consequential losses, including data loss, lost profits, or third-party claims.
• Incorrect product usage that does not follow instructions.

8.1 Medical Disclaimer

• Rock Melan does not provide medical advice.
• Our products are for cosmetic use only and should not be used as a substitute for medical treatment.
• If you have concerns about your skin, consult a healthcare professional before use.

9. Contact Us

For any questions about refunds, returns, or exchanges, please contact us at info@rockmelan.com. We’re here to help!