Refund policy
Last Updated: August 29, 2026
Mentara accepts eligible returns within 90 days of delivery.
This 90-day return window applies to eligible first-time purchases, repeat purchases, and subscription orders.
In addition, qualifying first-time purchases of a specific product may be covered by our separate 90-Day Money-Back Guarantee.
90-Day Money-Back Guarantee
Our 90-Day Money-Back Guarantee applies only to your first purchase of a specific product.
You have 90 days from the date of delivery to request a refund under this guarantee.
The guarantee is limited to one claim per product type, per customer. Multi-unit orders may require unopened or unused units to be returned.
Repeat purchases and subscription orders are not covered by the first-time Money-Back Guarantee, but they may still be returned within 90 days of delivery under our standard return policy.
Return Conditions
All returns must be approved by Mentara before being shipped back.
To request a return, email Sales@mentara.shop with your order number, reason for return, and photos if the product arrived damaged, defective, or incorrect.
If approved, we will provide return instructions.
Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
Approved standard returns may be subject to a restocking fee of up to 15%.
Original shipping charges, handling fees, optional shipping protection, and return shipping costs are non-refundable unless otherwise required by law.
Orders that have already been processed or shipped cannot be canceled.
Damaged, Defective, or Incorrect Orders
If your product arrives damaged, defective, or incorrect, contact Sales@mentara.shop within 7 days of delivery.
Please include your order number and clear photos showing the issue.
If we confirm that the product was damaged, defective, or incorrectly fulfilled, we will provide an appropriate replacement or refund at no additional cost to you.
Differences in packaging, bottle design, labels, or branding do not constitute a defect when the correct product was supplied.
Individual results or dissatisfaction with results do not constitute a defective product.
Product Appearance
Product packaging, labeling, bottle design, branding, suppliers, and other presentation elements may change over time.
The product you receive may therefore look different from images shown on our website or advertisements.
Product images are for illustrative purposes only.
Subscription Orders
Subscription and auto-refill orders may be returned within 90 days of delivery under our standard return policy.
Subscription orders are not eligible for the separate first-time 90-Day Money-Back Guarantee.
Canceling a subscription prevents future renewals but does not automatically cancel or refund an order that has already been processed or shipped.
For subscription cancellation terms, please see our Purchase Options Cancellation Policy.
Non-Returnable Items
We do not accept returns for gift cards, custom or personalized products, products marked Final Sale, returns requested more than 90 days after delivery, or unauthorized returns.
Products involved in an active payment dispute may not be processed for a return or refund until the dispute has been resolved.
Refund Processing
Once an authorized return reaches our warehouse, please allow up to 5 business days for inspection.
If approved, the refund will be issued to the original payment method, less any applicable restocking fee or non-refundable charges.
Please allow up to 10 business days after approval for processing. Your bank or card issuer may require additional time to post the refund.
Payment Disputes
If you believe there is a problem with your order, please contact Sales@mentara.shop before filing a payment dispute so we have an opportunity to resolve the issue.
If a dispute is filed, we may provide relevant transaction records, including order information, tracking, delivery confirmation, subscription authorization records, return records, and customer communications.
We may restrict future purchases in cases involving fraud or documented abuse of payment dispute procedures.
Contact Us
For return requests, refunds, damaged orders, or return authorization, contact:
Please include your order number and a brief explanation of your request.
Response time: 3–5 business days.