Return & Refund Policy

REFUND AND RETURN POLICY

Effective Date: [01-05-2025]

At Moisio K Beauty, we are committed to delivering the highest quality products and ensuring your complete satisfaction. We stand behind every product we create and want you to love your Moisio K Beauty experience.

OUR POLICY

Please note: We do not accept returns or offer refunds on our products.

All sales are final. We encourage you to carefully review product descriptions, ingredients, and usage instructions before placing your order.

However, we understand that sometimes things don't go as planned. We will gladly provide a replacement in the following circumstances:

REPLACEMENT ELIGIBILITY

We will replace your product if:

1. Wrong Item Received

If we sent you a product different from what you ordered, we'll immediately send you the correct item at no additional cost.

2. Damaged Product

If your product arrives damaged, broken, leaking, or otherwise compromised during shipping, we'll send you a replacement right away.

3. Defective Product

If your product has a manufacturing defect (such as defective pump/spray mechanism, unusual texture, off smell, separation issues, or any quality concern), we'll replace it immediately.

HOW TO REQUEST A REPLACEMENT

If you received the wrong item or a damaged/defective product, please contact us within 7 days of delivery:

Step 1: Contact Us Immediately Email us at care.moisio@gmail.com or call 73836-55424 with the following information:

  • Your order number
  • The product name and issue
  • Clear photos showing:
    • The product itself
    • The damage or defect
    • The packaging (if damaged)
    • The shipping label/box

Step 2: Our Team Reviews Our customer service team will review your request within 1-2 business days and confirm your replacement eligibility.

Step 3: Receive Your Replacement Once approved:

  • We'll ship your replacement product immediately (typically within 1-2 business days)
  • You'll receive tracking information via email
  • No return of the defective/wrong item is necessary in most cases
  • All replacement shipping costs are covered by us

REPLACEMENT REQUIREMENTS

To qualify for a replacement, please ensure:

  • Timeframe: Request must be made within 7 days of receiving your order
  • Proof: Photos clearly showing the issue are required
  • Order Confirmation: You must have your order number or proof of purchase
  • Condition: Product must show clear evidence of damage, defect, or being the wrong item

WHAT WE NEED FROM YOU

When contacting us for a replacement, please provide:

  1. Order number (found in your confirmation email)
  2. Photos of the product showing:
    • The product label
    • The issue/damage/defect
    • The full product packaging
  3. Brief description of the problem
  4. Your delivery address (to verify and ensure correct shipping)

DAMAGED DURING SHIPPING

We carefully package every order to ensure safe delivery. However, if your product arrives damaged:

What We'll Do:

  • Send a replacement immediately at no charge
  • Cover all shipping costs
  • No need to return the damaged product
  • Provide expedited shipping on the replacement (when available)

Please Note:

  • Damage must be reported within 7 days of delivery
  • Photos of both the product and shipping box are required
  • We may file a claim with the shipping carrier

WRONG ITEM SENT

If we made an error and sent you the wrong product:

Our Commitment:

  • We'll ship the correct item immediately at no cost
  • You may keep or discard the wrong item (no return necessary)
  • Expedited shipping will be provided when possible
  • We'll add a complimentary sample as an apology for the inconvenience

DEFECTIVE PRODUCTS

Quality is our top priority. If you receive a product with any manufacturing defect:

Examples of Defects:

  • Broken or non-functioning pump/dispenser
  • Unusual separation or texture that doesn't resolve with shaking
  • Off or unusual smell indicating contamination
  • Leaking or improperly sealed container
  • Incorrect fill level (significantly under-filled)

Our Resolution:

  • Immediate replacement sent at no charge
  • Investigation of the batch to prevent future issues
  • Your feedback helps us maintain the highest quality standards

WHAT IS NOT COVERED

Replacements are NOT provided for:

  • Change of mind or preference
  • Skin reactions or allergies (please review ingredients before ordering)
  • Products purchased from unauthorized retailers or third-party sellers
  • Damage caused by misuse, improper storage, or dropping the product
  • Products that have been tampered with or altered
  • Normal product characteristics (such as natural separation in some formulas)
  • Requests made more than 7 days after delivery
  • Missing items without contacting us within 7 days

ALLERGIES & SKIN SENSITIVITIES

Important: We cannot offer replacements or refunds for allergic reactions or skin sensitivities.

Before Ordering:

  • Carefully review the full ingredient list on each product page
  • Perform a patch test if you have sensitive skin
  • Consult with a dermatologist if you have concerns about specific ingredients
  • Contact our customer service team if you have questions about ingredients or formulations

We're Here to Help: If you have questions about ingredients or which products are suitable for your skin type, email us at care.moisio@gmail.com before placing your order.

LOST OR STOLEN PACKAGES

Lost in Transit:

If tracking shows your package is lost or hasn't arrived within the expected timeframe:

  • Contact us at care.moisio@gmail.com
  • We'll work with the carrier to locate your package
  • If not located within 7 days, we'll send a replacement

Stolen After Delivery:

If tracking confirms delivery but you didn't receive your package:

  • Check with neighbors, building management, or household members
  • Verify the delivery address on your order confirmation
  • Contact us - we'll review the situation on a case-by-case basis

Please Note: Moisio K Beauty is not responsible for packages stolen after confirmed delivery. We recommend using a secure delivery location or requiring a signature upon delivery.

ORDER CANCELLATIONS

Before Shipment:

You may cancel your order for a full refund only if it has not yet shipped.

Contact us immediately at care.moisio@gmail.com with your order number. If your order has already been processed for shipping, it cannot be cancelled.

After Shipment:

Once your order has shipped, it cannot be cancelled. Our no-return policy applies to all shipped orders.