Refund policy

Return & Refund Policy

Last updated: August 17, 2026

At Moisturizee, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return in accordance with the conditions below.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, the product must:

Be returned in substantially the same condition in which it was received.
Include all original accessories, manuals, components, and packaging where reasonably possible.
Not show signs of misuse, accidental damage, unauthorized modification, or improper installation.
Be accompanied by proof of purchase or your order number.

Please contact us before returning any product. Items sent back without first requesting a return may not be accepted.

How to Request a Return

To start a return, contact Moisturizee Customer Care and provide:

Your order number
The email address used for the purchase
The product you wish to return
The reason for the return
Photos or videos if the product arrived damaged, defective, or incorrect

Once your request has been reviewed, we will provide return instructions and, where applicable, the appropriate return address.

Do not send a product to an address shown on the original parcel unless our support team specifically instructs you to do so.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible.

Please include photographs or other evidence showing the issue. After reviewing your request, we may offer an appropriate solution, which can include a replacement, return, or refund depending on the circumstances.

Change of Mind

If you change your mind about an eligible purchase, you may request a return within the applicable 30-day return period.

Unless otherwise required by applicable consumer law, return shipping costs for change-of-mind returns may be the customer's responsibility.

Original shipping charges, if any, may be non-refundable except where required by law.

Non-Returnable Items

Certain products may not be eligible for return, including:

Gift cards
Downloadable or digital products after delivery or activation
Personalized or custom-made products
Products that have been materially damaged through misuse or unauthorized modification
Products subject to hygiene or safety restrictions once opened, where applicable

Nothing in this section limits any mandatory consumer rights that apply to your purchase.

Refunds

Once we receive and inspect an eligible returned product, we will notify you of the outcome.

If your refund is approved, it will normally be issued to your original payment method.

After a refund has been processed by us, your bank or card issuer may require additional time to post the funds to your account. Processing times therefore vary depending on the financial institution.

If more than 10 business days have passed after we confirmed that your refund was issued, please contact us.

Canceling an Order

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipment. If the order has already been shipped, you may need to wait until it is delivered and then request a return.

Refused or Undeliverable Packages

If a shipment is returned because the delivery address supplied by the customer was incorrect or incomplete, the recipient repeatedly failed to accept delivery, or the parcel was refused without prior authorization, additional shipping costs may be deducted from any refund where permitted by law.

Exchanges

Where an exchange is available, contact us first so we can determine the appropriate procedure.

Depending on stock availability and your location, we may instead ask you to return the original product for a refund and place a new order.

Consumer Rights

This policy does not exclude, restrict, or replace any statutory rights you may have under the consumer protection laws applicable to your purchase.

Where mandatory consumer protection law provides you with more favorable cancellation, return, repair, replacement, or refund rights, those rights will apply.