Terms and Conditions

MERUMAYA® Online ( "we", "us" or "our") provides the services available on the Site to you subject to the following terms and conditions (the "Terms and Conditions"). By accessing or using the Site, you are acknowledging that you have read, understand, and agree, without limitation or qualification, to be bound by these Terms and Conditions.



MERUMAYA® is the supplier of the goods and our registered address is 15 Peel Street, Kensington, London W8 7PA. VAT registration number 998 2641 60. Registered in England.

Privacy Policy

Our practises are available for you to review in our Privacy Policy and forms a part of these Terms and Conditions governing your visit to the Site.


To be eligible to purchase goods on this Site and to lawfully enter into and form contracts on this Site under English law you must: (a) be aged 18 or older; and (b) register on the Site; and (c) be the holder of a valid debit/credit card. This contract shall be concluded in English.


All prices indicated for products available via the Site are inclusive of VAT (where applicable) at the current rates and are exclusive of delivery charges. The total cost of your order is the price of the products ordered and delivery charges as set out in the Delivery section of the Site . We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.

Product Descriptions

We will make all reasonable efforts to ensure that all details, descriptions, images and prices of products appearing on the Site are correct at the time when the relevant information was entered. Although we aim to keep the Site as up to date as possible, any and all of the information appearing on this Site at a particular time may not always reflect the product exactly at the moment you place an order. To the extent permitted by applicable law, we do not warrant that the product descriptions, colours or other content available on the Site are accurate, complete, reliable, current, or error-free.

This website is designed for educational and informational purposes only. This information is not intended as a substitute for informed medical advice or recommendations from healthcare professionals. You should not use this information to diagnose or treat a health problem or disease without consulting a qualified healthcare provider.

Purchase Related Policies

The products and services available on the Site, and any samples thereof we may provide to you, are for personal use only. You may not sell or resell any of the products or services, or samples thereof, you purchase or otherwise receive from us. Please note that samples are subject to availability.

We reserve the right, with or without notice, to cancel or reduce the quantity of any orders that we believe, in our sole discretion, may result in the violation of our Terms and Conditions.

Product Storage & Bulk Purchases

Products containing natural ingredients can change colour, smell and consistency over time. Within shelf life and used in a timely period after opening, this will not effect the performance of the products. It is the customers responsibility to store products in a cool dark environment, out of direct sunlight and not exposed to extremes of temperature. Unless proof of storage conditions is provided, refunds and exchanges will not be available. The customer is responsible when purchasing multiples of products during promotions and otherwise. In the case of, but not limited to, bulk buying during Sale, end of line, business closure sale, discounts and points redemptions, the sale is final.

Gift Cards

  • Gift cards can only be redeemed at merumaya.com and cannot be exchanged for cash.
  • Gift Cards expire 12 months after purchase date.
  • The gift card may be used to purchase goods of a higher price than the amount on the card, on payment of the difference.
  • If you do not spend the entire balance on the gift card, the remaining balance will be updated after each transaction.
  • If you do not have enough funds on your gift card to cover the total cost of your order (including delivery), you can split payment between an e-gift card and another payment method.  However, you will not be able to use split payment if you do have enough funds on your e-gift card to cover the total cost of your order. 
  • If you use the gift card as split payment for a purchase and you subsequently return the purchase, the gift card will be refunded first and the remaining balance will be refunded to the other method of payment originally used. 
  • Please record your card number or retain the purchase receipt as proof of purchase; the Card number will be needed to redeem your card balance or if your card is lost or stolen
  • Gift cards cannot be used in conjunction with discount codes or MERUMAYA® Rewards.
  • MERUMAYA® reserves the right to amend the terms and conditions of gift cards at any time and to take appropriate action, including the cancellation of the card, if, in its discretion, it deems such action necessary. 


  1. Unless otherwise specified, discount codes and/or reward coupons cannot be used in conjunction with any other promotional offer. 
  2. Selected products may be excluded; please see the offer details for further information. 
  3. Unless otherwise stated, offers do not apply to delivery charges. Please check relevant delivery terms and conditions online.
  4. Any refunds will take into account the discount applied as part of the offer.
  5.  MERUMAYA® reserves the right to decline to accept orders where, in its reasonable opinion, a discount code or reward coupon is invalid for the order being placed or is the subject of fraudulent activity.
  6. MERUMAYA® reserves the right to change or remove contents of the free gift if we run out.

Promotions - Money Back Guarantee

This is a promotion that will be published from time to time and will be valid for the specified period only. It applies only for first time users of the specific product/s that is being promoted, at that time. Bearing in mind that some improvements to the skin may be functional, protective and thus not necessarily visible, for those that are visibly, you are advised to take 'before' and 'after' photo's to assess visible improvement or in the event of a claim to support it. Full face in good light, no make up, for both photo's is recommended.

Promotions - 3 for 2

You can select as many groups of 3 products as you wish. The lowest priced item/s will be free.  If you create separate consecutive orders, we reserve the right to charge for shipping costs.

Discount Codes

  1. Unless otherwise specified, discount codes and/or reward coupons cannot be used in conjunction with any other promotional offer or Gift Card. 
  2. Cannot be used on discounted sets or sale items until otherwise specified.
  3. Selected products may be excluded: please see the offer details for further information. 
  4. Only ONE promotion code can be added to each order.
  5. Delivery cost does not count towards a promotion threshold.
  6. Excluded items do not count towards a promotion threshold.
  7. Not transferable or redeemable for cash or credit.
  8. To apply a promo code, you must enter it prior to completing the order in the 'Discount Code' box at checkout.

Certain lines may be excluded from discount codes or redeemed coupons. For example; discounted sets and travel sizes. 

Placing an Order & Order Acceptance

You will be guided through the process of placing an order on the Site. You may review your proposed order and confirm or correct it prior to finally placing your order. Once you have placed your order, we will send to you an email acknowledgement providing you with the details and value of your order, which has been debited to your credit/debit card. This is not an order acceptance from MERUMAYA® Online.

Unless we have notified you that we do not accept your order or you have cancelled your order in accordance with the Cancellation section of the Site, our acceptance of your order and the completion of the contract between you and us will take place when we have dispatched the goods ordered by you. To cancel your order after it has been dispatched, you will need to follow the Returns Policy & Procedure.

If you require a VAT invoice, please contact us.

If you require any information regarding your order(s) please contact Customer Services on the following number (open 10am - 5pm, Monday to Friday) +44 (0)207 854 3330 or email info@merumaya.com

We may not accept your order if an item you have ordered is out of stock, we are unable to obtain authorisation for your payment, we suspect fraudulent activity or violation of these Terms and Conditions (including our Privacy Policy) or if we identify a product or pricing error.

If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this.


You may pay using any of the methods specified in the Payment section of this Site . You confirm that the credit or debit card that is being used is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses or does not, for any reason, authorise payment to us, whether in advance or subsequent to a payment, we will not be liable for any delay or non-delivery.

Title to Goods & Risk of Loss

We will retain the legal ownership of the goods until full payment has been made by you and such payment has been received by us. Legal ownership of the goods will immediately revert to us if we refund any such payment to you. Risk in the goods will pass to you upon delivery to you.


We will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery timescales quoted to you are indicative only. Orders may be delivered in one or more parts. We do not accept any liability whatsoever for delayed delivery caused by any third party.


MERUMAYA accept no liability for undelivered parcels where the Customer provides an incorrect, incomplete or invalid delivery address and/or fails to collect the Order from the delivery address specified, following our reasonable efforts to contact you to deal with this.

If informed Immediately of error in address provided, we will make effort to correct the address, however there is no guarantee this will be possible. It will be the customers responsibility to contact the delivery service and/or recover the parcel from them or the address delivered to. 

In circumstances where the parcel is returned to us by the delivery service within 45 days, we will refund the order less admin and handling  fees and actual shipping costs, provided the goods are in resale-able condition.


You are provided a tracking number with shipping confirmation email. It is your responsibility to track you order and notify us if it does not arrive - within 7 working days for UK and 10 working days for International.
Email info@merumaya.com with your order number and date of purchase.
Please check your spam folder for emails and with neighbours before reporting missing parcels
If delivery is attempted unsuccessfully and you do not collect your parcel from the local postal service, it may be returned to us after some weeks. If you have not collected the parcel or informed us of a missing parcel outside of the time scales provided, it will be only when it arrives back to our logistics company that we can either resend or refund you. In the case of re-sending, we will apply a shipping fee and in the case of a refund we may deduct any shipping/return costs incurred.

Acceptance of Goods

Upon receipt, you must inspect the goods. You will be deemed to have accepted the goods unless you notify us that you have cancelled the order and/or you return the goods in accordance with the Returns Policy & Procedure. If no such action is taken, we shall not be obliged to accept any rejection of the goods at a later date. Your statutory rights are not affected.

If you have not received the entire order as detailed in the order confirmation email sent to you when an order is received, please contact Customer Services on the following number (open 10am - 5pm, Monday to Friday) +44 (0)207 854 3330 or email info@merumaya.com

Intellectual Property

All content available on the Site, including, but not limited to, text, graphics, logos, button icons, images, audio clips, data compilations, and software, and the compilation thereof (collectively, the "Content") is the property of MERUMAYA®, our partners or our licensors, and is protected by United Kingdom and international copyright laws. The trademarks, logos, and service marks displayed on the Site (collectively, the "Trademarks") are the registered and unregistered marks of MERUMAYA®, our licensors or partners, in the United Kingdom and other countries, and are protected by United Kingdom and international trademark laws. All other Trademarks not owned by us, our affiliates, partners or licensors that appear on the Site are the property of their respective owners, who may or may not be affiliated with, connected to, or sponsored by us. Except as set forth in these terms and conditions detailing limited licence, or as required under applicable law, neither the Content, the Trademarks, nor any other portion of the Site may be used, reproduced, duplicated, copied, sold, resold, accessed, modified, or otherwise exploited, in whole or in part, for any purpose without our prior written consent.

Limited License

We grant you a limited, revocable, and non-exclusive license to access and make personal use of the Site. This limited license does not include the right to: (i) frame or utilise framing techniques to enclose the Site or any portion thereof (ii) modify or download the Site or its contents (except caching or as necessary to view content); (iii) make any use of the Site or its Content other than personal use; (iv) create any derivative work based upon either the Site or its Content; (v) collect account information for the benefit of another party; (vi) use any meta tags or any other "hidden text" utilising our name or the Trademarks; or (vii) use software robots, spiders, crawlers, or similar data gathering and extraction tools, or take any other action that may impose an unreasonable burden or load on our infrastructure. We also grant you a limited, revocable, and non-exclusive license to create a hyperlink to the home page of the Site for personal, non-commercial use only. A website that links to our Site (i) may link to, but not replicate, our Content; (ii) may not imply that we are endorsing such website or its services or products; (iii) may not misrepresent its relationship with us; (iv) may not contain content that could be construed as distasteful, obscene, offensive or controversial, and may contain only content that is lawful and appropriate for all ages; (v) may not portray us or our products or services, in a false, misleading, derogatory, or otherwise offensive or objectionable manner, or associate us with undesirable products, services, or opinions; (vi) may not use any Trademark without express written permission; and (vii) may not link to any page of the Site other than the home page. We may, in our sole discretion, request that you remove any link to the Site, and upon receipt of such request, you shall immediately remove such link. Any unauthorised use by you of the Site terminates the limited license set forth without prejudice to any other remedy provided by applicable law.

Your Obligations & Responsibilities

In the access or use of the Site, you shall comply with these Terms and Conditions and the special warnings or instructions for access or use posted on the Site. You shall act always in accordance with the law, custom and in good faith. You may not make any change or alteration to the Site or any Content or services that may appear on this Site and may not impair in any way the integrity or operation of the Site. Without limiting the generality of any other provision of these Terms and Conditions, if you default negligently or wilfully in any of the obligations set forth in these Terms and Conditions (including our Privacy Policy), you shall be liable for all the losses and damages that this may cause to MERUMAYA®, our partners or licensors.

Your Account

You warrant and are responsible for the personal information which you are required to provide when you register as a customer is true, accurate and current in all respects. If your personal information changes then please notify us immediately by contacting Customer Service on the following number (open 10am - 5pm, Monday to Friday) +44 (0)207 854 3330 or email info@merumaya.com or update your details through the "my account" page.

You are responsible for maintaining the confidentiality of your account and password and for taking all reasonable measures to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. If you have reason to believe that your password has become known to somebody else, or is likely to be used in any way that is unauthorised by you, you should contact us immediately. If you forget your password we will reset it upon your request and send it to the email address, which you specified when you registered.

Your account can be cancelled at any time by contacting Customer Services on the following number (open 10am - 5pm, Monday to Friday) +44 (0)207 854 3330 or email info@merumaya.com

You agree not to impersonate any other person or entity or to use a false name or a name that you are not authorised to use.

We reserve the right to refuse service and/or terminate accounts without prior notice if you violate these Terms and Conditions or if we decide, in our sole discretion, that it would be in MERUMAYA®’s best interests to do so.

MERUMAYA® Loyalty Programme - Rewards & Referrals

Membership of the MERUMAYA® Loyalty Programme includes Rewards and Referrals and remains for the length of time you place orders through merumaya.com. from the date you become a member. All unused points expire in 12 months (365 days) from the date they were earned.

These terms are subject to change and we reserver the right to change or withdraw any benefits of the MERUMAYA® Loyalty Programme membership or to suspend or terminate the Programme at any time at our sole discretion and for any reason. In the event that MERUMAYA® ceases to trade all unused Loyalty Points will be void and no claim may be made for compensation of any kind. MERUMAYA® Loyalty Programme members will be deemed to have accepted the updated Terms when they log in to their Balance Me account, and/or make a purchase from the Website. We encourage you to review these Terms and Conditions periodically.

The MERUMAYA® Loyalty Programme membership is a personal benefit and is non-transferable. MERUMAYA® Loyalty Programme benefits may not be on-sold and may not be redeemed for cash. You may not use your MERUMAYA® Loyalty Programme membership or any MERUMAYA® Loyalty Programme benefits for any commercial, trade or business purposes.

Additional terms and conditions may apply to some or all of the benefits provided through the MERUMAYA® Loyalty Programme. These additional terms and conditions will be provided to you with the details of the relevant benefit. Where there is a conflict between any additional terms and conditions and these Membership Terms, the additional terms and conditions shall prevail.

If we have offered to provide a benefit to you and are subsequently unable to do so, we shall endeavour to substitute (but have no obligation to provide) another benefit of the same or greater value (as determined by us in our absolute discretion).

You may terminate your MERUMAYA® Loyalty Programme membership at any time by contacting us at info@merumaya.com or by calling 020 7854 3330.

Without prejudice to our right to withdraw your membership of the MERUMAYA® Loyalty Programme at any time, we shall be entitled to terminate your membership immediately by notice to you if you breach these Membership Terms, any of the additional terms and conditions referred to above or any of the terms and conditions applying to your MERUMAYA® Loyalty Programme membership. We shall also be entitled to terminate your membership immediately by notice to you if you are found to have acted dishonestly or fraudulently in relation to any purchases made by you through merumaya.com or in relation to your MERUMAYA® Loyalty Programme membership. Notice of termination of membership will be sent to the email address associated with your membership account.

These Membership Terms and any document expressly referred to in them represent the entire agreement between us in relation to your membership of the Balance Me Loyalty Programme and supersedes any prior agreement, understanding or arrangement between us, whether oral or in writing. We each acknowledge that neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written between us prior to your becoming a member of the MERUMAYA® Loyalty Programme except as expressly stated in these Membership Terms or any document expressly referred to in them.

All the MERUMAYA® Loyalty Programme members must have a valid email address.

Loyalty benefits cannot be used in conjunction with any other offer, promotion or discount code.

Third Party Links

We are not responsible for the content of any off-Site pages or any other Sites linked to or from the Site. Links appearing on the Site are for convenience only and are not an endorsement by us or our partners of the referenced content, product, service, or supplier. Your linking to or from any off-Site pages or other Sites is at your own risk. We are in no way responsible for examining or evaluating, and we do not warrant the offerings of, off-Site pages or any other Sites linked to or from the Site, nor do we assume any responsibility or liability for the actions, content, products, or services of such pages and Sites, including, without limitation, their privacy statements and terms and conditions. You should carefully review the terms and conditions and privacy policies of all off-Site pages and other Sites that you visit.


It is our policy to decline unsolicited suggestions and ideas. Any solicited or unsolicited enquiries, feedback, suggestions, ideas or other information you provide us (collectively, "Submissions") will be treated as non-proprietary and non-confidential. Subject to the terms of our Privacy Policy, by transmitting or posting any Submission, you hereby grant us a nonexclusive, royalty-free, perpetual, transferable, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, sell, assign, translate, create derivative works from, distribute, and display any Submission in any form, media, or technology, whether now known or hereafter developed, alone or as part of other works. You also acknowledge that your submission may not be returned and we may use your Submission, and any ideas, concepts or know how contained therein, for any purpose including, without limitation, developing, manufacturing, distributing and marketing products. If you make a Submission, you represent and warrant that you own or otherwise control the rights to your Submission. You further represent and warrant that such Submission does not constitute or contain software viruses, commercial solicitation, chain letters, mass mailings, or any form of "spam." You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead us as to the origin of any Submission. You agree to indemnify us for all claims arising from or in connection with your claims to any rights in any Submission.

Representations & Warranties; Limitation of Liability

The site is presented "as is." We make no representations or warranties of any kind whatsoever, express or implied, in connection with these terms and conditions or the site, including but not limited to warranties of merchantability, non-infringement or fitness for a particular purpose, except to the extent such representations and warranties are not legally excludable. You agree that, to the fullest extent permitted by applicable law, we will not be responsible or liable (whether in contract, tort or otherwise), under any circumstances, for any (a) interruption of business; (b) access delays or access interruptions to the site; (c) data non-delivery, mis-delivery, corruption, destruction or other modification; (d) loss or damages of any sort incurred as a result of dealings with or the presence of off-site links on the site; (e) computer viruses, system failures or malfunctions which may occur in connection with your use of the site, including during hyperlink to or from third party sites; (f) any inaccuracies, omissions or misleading, false or deceptive statement in the content; or (g) events beyond our reasonable control. further, to the fullest extent permitted by law we will not be liable for any direct, indirect, special, incidental, or consequential damages of any kind (including lost profits) related to the site regardless of the form of action whether in contract, tort (including negligence), or otherwise, even if we have been advised of the possibility of such damages. in no event shall our maximum aggregate liability exceed one hundred sterling as applicable or the value of the goods ordered whchever is greater. Because some countries do not allow the exclusion or limitation of liability for consequential or incidental damages, in such countries, our liability is limited to the maximum extent permitted by applicable law.


You agree to defend, indemnify and hold us harmless for any loss, damages or costs, including reasonable attorneys' fees, resulting from any third party claim, action, or demand resulting from your use of the Site. You also agree to indemnify us for any loss, damages, or costs, including reasonable attorneys' fees, resulting from your use of software robots, spiders, crawlers, or similar data gathering and extraction tools, or any other action you take that imposes an unreasonable burden or load on our infrastructure.

Although we may put in place security measures for your protection, we shall not be liable for damage to, or viruses or other code that may affect, any computer equipment, software, data or other property as a result of your access to or use of this website or your obtaining any material from, or as a result of using, this website. We shall also not be liable for the actions of third parties in breaching any security measures.

Whilst we endeavour to make this website available 24 hours a day, we will not be liable if for any reason this website is unavailable at any time or for any period. We make no warranty that your access to this site will be uninterrupted, timely or error-free. Due to the nature of the internet, this cannot be guaranteed. In addition, we may occasionally need to carry out repairs, maintenance or introduce new facilities and functions.

We do not suggest that any product or service mentioned on this website is either available to you or complies with laws outside of England and Wales.

Complaints & Disputes

If you wish to complain about any matter in respect of the goods please contact Customer Service on the following number (open Monday to Friday 10am - 5pm) by email info@merumaya.com

Your use of this Website and any purchase by you of any goods from MERUMAYA® shall be governed by English law and the parties hereto submit to the exclusive jurisdiction of the English courts. We shall also have the right to bring a claim against you in the jurisdiction in which you are based and any other court of competent jurisdiction.


You acknowledge and agree that these Terms and Conditions, which include our Privacy Policy, constitute the complete and exclusive agreement between us concerning your use of or purchases on the Site, and supersede and govern all prior proposals, agreements, or other communications. We reserve the right, in our sole discretion, to change these Terms and Conditions at any time by posting or not, the changes on the Site. Any changes are effective immediately. Your continued use of the Site constitutes your agreement to all such terms and conditions. We may, with or without prior notice, terminate any of the rights granted by these Terms and Conditions. You shall comply immediately with any termination or other notice, including, as applicable, by ceasing all use of the Site. Nothing contained in these Terms and Conditions shall be construed as creating any agency, partnership, or other form of joint enterprise between us. Our failure to require your performance of any provision hereof shall not affect our full right to require such performance at any time thereafter, nor shall our waiver of a breach of any provision hereof be taken or held to be a waiver of the provision itself. No failure to exercise and no delay on the part of either party in exercising any right, remedy, power or privilege of that party under these Terms and Conditions and no course of dealing between the parties shall be construed or operate as a waiver thereof, nor shall any single or partial exercise of any right, remedy, power or privilege preclude any other or further exercise thereof or the exercise of any other right, remedy, power or privilege. The rights and remedies provided by these Terms and Conditions are cumulative and are not exclusive of any rights or remedies provided by law. Time shall not be of the essence of these Terms and Conditions as regards any of the times, dates and/or periods mentioned herein In the event that any provision of these Terms and Conditions shall be unenforceable or invalid under any applicable law or be so held by any applicable court decision, such unenforceability or invalidity shall not render these Terms and Conditions unenforceable or invalid as a whole. We will amend or replace such provision with one that is valid and enforceable and which achieves, to the extent possible, our original objectives and intent as reflected in the original provision.


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Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.

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