Refund & Return Policy
Our return and exchange policy lasts 14 days from the date your order is delivered. If 14 days have passed since the delivery date, unfortunately, we cannot offer a refund or exchange.
Return & Exchange Requirements
To request a return or exchange, please contact us at contact@mail.moemystery.com within 14 days of delivery and provide:
- Your order number
- The SKU number of the item you would like to return or exchange
- The reason for the return or exchange
- Clear photos or videos showing the product and, if applicable, the problem or defect
Please do not send any items back before receiving return authorization from our customer service team. Unauthorized returns may not be accepted or processed.
Product Condition
To be eligible for a return or exchange, the item must be:
- Unused and unworn
- Unwashed and undamaged
- In its original condition
- In the original packaging, including all original labels and accessories
For hygiene and safety reasons, items that have been used, worn, washed, damaged, or returned without their original packaging may not be eligible for a refund or exchange.
If an item does not meet these requirements, the buyer may be responsible for any related costs and the refund may be rejected.
Return Authorization & Return Period
Once your return request is reviewed and approved, we will provide you with return instructions and the return address.
You must ship the approved return within 7 days after receiving our return authorization.
Returns sent without prior authorization or after the return period may not be accepted.
Return Address
Approved returns must be sent to our designated return address in [Country/Region].
Please use the return address provided by our customer service team. Do not send returns to the address shown on the original package unless specifically instructed to do so.
Return Shipping & Tracking
All approved returns must be sent using a registered or trackable shipping service with an online tracking number.
Please keep your shipping receipt and tracking number until your return has been fully processed.
We are not responsible for returns that are lost, damaged, or cannot be tracked during transit. If a return cannot be tracked or received, a refund or exchange may not be available.
Who Pays for Return Shipping?
The responsibility for return shipping costs depends on the reason for the return:
1. Quality Issues or Defective Items
If the item has a confirmed quality issue or manufacturing defect, we will cover the reasonable return shipping cost.
Please contact us first and provide clear photos or videos showing the issue. We may request additional information to verify the problem before approving the return or replacement.
If the issue is confirmed, we can offer a replacement or refund according to the circumstances.
2. Wrong Item Sent by Us
If we sent you the wrong product, size, color, or SKU, we will cover the return shipping cost and the shipping cost for sending the correct replacement.
Please contact us before returning the item and provide photos or videos showing the item you received.
3. Customer Ordered the Wrong Size or Item
If you selected the wrong size, color, style, or item when placing your order, you are responsible for the return shipping cost.
If you request an exchange, you will also be responsible for the shipping cost of sending the replacement item.
If you choose a refund instead, we will refund the eligible product price after the returned item is received and inspected. Original shipping fees are non-refundable.
4. Change of Mind
If you simply change your mind or no longer want the item, you may request a return within 14 days of delivery, provided the item meets all return requirements.
You are responsible for the return shipping cost.
The original shipping fee is non-refundable, and any additional shipping costs related to the return or exchange will not be refunded.
Refunds
Once your approved return is received, we will inspect the item and send you an email confirming whether your refund has been approved or rejected.
If approved, the refund will be issued to your original payment method within 7 business days.
Please note that the time it takes for the refund to appear in your account may vary depending on your bank, credit card company, or payment provider.
Original shipping costs are non-refundable, except where the return is due to a confirmed quality issue or an incorrect item sent by us.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Items that have been used, worn, washed, or damaged
- Items without their original packaging, labels, or accessories
- Items that are not in their original condition
- Final sale items
- Any item that cannot be resold for hygiene or safety reasons
If you have any questions about whether your order is eligible for a return or exchange, please contact us at contact@mail.moemystery.com before sending the item back.