REFUND, RETURN & 90-DAY LIMITED PRODUCT GUARANTEE POLICY

Last updated: September 19, 2026

This Refund, Return & Limited Guarantee Policy applies to purchases made through Caramela Beauty, a brand operated by MARKETING GLOBAL SOLUTIONS LLC.

By placing an order with Caramela Beauty, the customer acknowledges and agrees to the terms described below, except where different rights are required by applicable consumer protection law.

1. Orders Are Final Once Processed

Due to the nature of our products, international fulfillment operations, and logistics model, orders cannot be canceled, modified, exchanged, or refunded once they have been processed for fulfillment.

Once an order enters processing, inventory is allocated and merchandise may immediately begin preparation and dispatch from our warehouses and fulfillment facilities.

For this reason, we cannot guarantee cancellation requests even if the order has not yet been marked as shipped on the customer's tracking page.

Customers are responsible for reviewing all order information carefully before completing their purchase, including:

• Products and quantities selected.

• Shipping address.

• Customer name.

• Phone number.

• Email address.

• Any identification or customs information that may be required for delivery.

Submitting an order constitutes acceptance of this policy.

2. No Change-of-Mind Returns or Exchanges

We do not accept returns or exchanges because of change of mind, buyer's remorse, personal preference, accidental purchases, ordering the wrong product, or no longer wanting the product after the order has been processed.

Products that arrive correctly and in good condition are not eligible for return or refund solely because the customer decides they no longer want them.

This restriction applies except where a return, cancellation, or refund is expressly required by applicable law.

3. 90-Day Limited Product Guarantee

Caramela Beauty provides a 90-Day Limited Product Guarantee covering manufacturing defects and defective products only.

This guarantee is not a 90-day satisfaction guarantee, trial period, or unconditional return policy.

The limited guarantee begins on the date the order is confirmed as delivered by the shipping carrier.

A product may qualify under this guarantee when there is a genuine manufacturing or functional defect that was not caused by misuse, improper handling, accidental damage, normal wear, improper storage, unauthorized modification, or failure to follow product instructions.

If an eligible defect becomes apparent within 90 days following delivery, the customer must contact our support team and provide sufficient evidence for evaluation.

Approval is subject to review by Caramela Beauty.

4. Products Damaged During Delivery

If a product arrives visibly damaged, broken, leaking, defective, or otherwise in poor condition at the time of delivery, the customer must contact us within 48 hours of confirmed delivery.

The customer must provide clear evidence showing:

• The affected product.

• The defect or damage.

• The original packaging.

• The shipping package or mailer.

• The shipping label when reasonably requested.

• Photos or video sufficient for our team to evaluate the claim.

• Order number and customer information.

Claims submitted without sufficient evidence may not be eligible for replacement or refund.

Please send claims to:

support@caramelab.us

5. Claims After the Initial 48 Hours

The 48-hour notification period applies primarily to damage that was reasonably visible when the package was received.

A genuine manufacturing defect that becomes apparent later may still be submitted under our 90-Day Limited Product Guarantee, provided the claim is made within 90 days of confirmed delivery and meets the conditions of this policy.

6. Evaluation of Claims

Each eligible claim is individually reviewed by our customer support team.

We may request additional photographs, videos, product information, shipping information, or other reasonable evidence necessary to determine whether the product qualifies under our Limited Product Guarantee.

If the claim is approved, Caramela Beauty may, depending on the circumstances, provide one of the following remedies:

• Replacement of the defective or damaged product at no additional product cost.

• Partial refund where appropriate.

• Full refund of the affected product where appropriate.

The appropriate resolution will depend on the circumstances of the claim, product condition, available evidence, and applicable law.

7. Situations Not Covered by Our Limited Guarantee

Unless otherwise required by applicable law, refunds, returns, exchanges, or replacements are generally not available for:

• Products received in good condition without a manufacturing defect.

• Change of mind or buyer's remorse.

• Accidental orders.

• Ordering the wrong product, variation, quantity, or item.

• Incorrect or incomplete shipping information supplied by the customer.

• Failure to collect or receive a package.

• Failure to respond to the carrier, customs authority, or our customer support team.

• Damage resulting from misuse, improper use, neglect, improper storage, accidents, or unauthorized modification.

• Normal wear or consumption of a product.

• Delays caused by customs processing.

• Carrier delays.

• Weather events.

• Natural disasters.

• Government restrictions.

• Customs inspections.

• Import procedures.

• Other events reasonably outside our control.

8. Shipping and Delivery Delays

Estimated delivery times are estimates and are not guaranteed delivery dates unless explicitly stated otherwise.

International shipments may occasionally experience delays caused by customs authorities, local carriers, weather conditions, transportation disruptions, government procedures, high shipping volumes, or other circumstances outside the direct control of Caramela Beauty.

A shipment that is still in transit or delayed does not automatically qualify for a refund.

If a shipment appears to have been lost, our team may first investigate the shipment with the applicable carrier or fulfillment provider before determining an appropriate resolution.

9. Customs and Required Customer Information

International orders may require additional information to complete customs clearance or delivery.

Depending on the destination country, this may include information such as:

• Personal identification.

• Tax identification numbers.

• RUC.

• RUT.

• RFC.

• CPF.

• National identification information.

• Other information required by local customs authorities or shipping carriers.

The customer is responsible for providing accurate information when required.

If an order cannot be delivered, is returned, abandoned, held, or destroyed because the customer:

• Provided incorrect information.

• Failed to provide required documentation.

• Failed to respond to customs or carrier requests.

• Refused delivery.

• Failed to collect the shipment.

The order may not qualify for a refund, except where otherwise required by applicable law.

10. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Once an order has entered fulfillment, we cannot guarantee that the shipping address can be changed.

Caramela Beauty is not responsible for unsuccessful delivery resulting from an incorrect, incomplete, outdated, or inaccessible address provided by the customer.

If the package is returned to the sender because of customer-provided information, additional shipping charges may apply if reshipment is available.

11. Refused or Unclaimed Packages

Orders refused by the customer or left unclaimed are not automatically eligible for a refund.

If a shipment is returned to one of our fulfillment facilities, we may evaluate the circumstances individually.

Shipping, handling, customs, processing, or return-to-sender expenses that have already been incurred may be non-refundable where permitted by law.

12. Shipping Costs

Original shipping charges, expedited shipping charges, customs fees, import taxes, duties, and other logistics-related expenses are generally non-refundable once incurred, except when otherwise required by applicable law or when Caramela Beauty determines that the charge resulted directly from an error attributable to us.

13. Refund Processing

When a refund is approved, it will generally be submitted to the original payment method within 3 to 7 business days after approval.

Once we issue the refund, additional processing time may be required by the customer's bank, card issuer, payment processor, or financial institution.

Caramela Beauty does not control the processing times of third-party financial institutions.

14. Original Payment Method

Approved refunds will normally be returned to the original payment method used for the purchase.

We may not be able to redirect a refund to another credit card, bank account, digital wallet, or person.

If the original payment method is no longer available, the customer should contact us so that we can review the available options.

15. Unauthorized Returns

Customers should not return products to any address without first contacting Caramela Beauty and receiving return instructions, when applicable.

Packages sent without authorization may not be accepted or processed.

The business address displayed on our website is not necessarily a product returns or fulfillment facility.

Do not send merchandise to our business address unless our customer support team specifically instructs you to do so.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact Caramela Beauty Customer Support before initiating a payment dispute so that we have an opportunity to investigate and resolve legitimate order concerns.

Initiating a chargeback does not automatically establish eligibility for a refund under this policy.

We reserve the right to provide the applicable payment processor or financial institution with order records, proof of fulfillment, tracking information, delivery confirmation, customer communications, acceptance of store policies, and other relevant transaction information when responding to a payment dispute.

Nothing in this section limits any rights available to a customer under applicable law or applicable card-network rules.

17. Fraudulent Claims

We reserve the right to reject claims that contain materially false information, altered evidence, fraudulent documentation, or other evidence of abuse of our refund or guarantee process.

Where appropriate, Caramela Beauty may preserve relevant transaction records and provide them to payment processors, financial institutions, carriers, insurers, or authorities in connection with fraud prevention or dispute resolution, subject to applicable law.

18. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive consumer rights that cannot legally be excluded or waived under the laws applicable to a particular transaction.

If applicable law provides the customer with mandatory rights that conflict with a provision of this policy, those mandatory legal rights will apply.

19. Contact Information

Caramela Beauty is a brand operated by MARKETING GLOBAL SOLUTIONS LLC.

For questions regarding refunds, defective products, shipping issues, or our 90-Day Limited Product Guarantee, please contact:

Legal Business Name: MARKETING GLOBAL SOLUTIONS LLC

Brand / Store Name: Caramela Beauty

Email: support@caramelab.us

Phone: +1 334-729-9028

Business Address:
30 N Gould St, STE R
Sheridan, WY 82801
United States