Refund policy

30-Day Return Policy

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

To be eligible for a return, your item must:

  • Be unused and in its original condition.

  • Be returned in its original packaging.

  • Include all accessories, manuals, and any promotional items received with the order.

  • Be accompanied by proof of purchase (order confirmation or receipt).

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

  • Opened or used skincare and cosmetic products.

  • Personal care products that have been opened after delivery.

  • Gift cards.

  • Clearance or final sale items.

  • Products marked as non-returnable.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

  • Your order number.

  • A description of the problem.

  • Clear photos of the product and packaging.

If approved, we will offer a replacement, store credit, or a full refund at no additional cost.

How to Request a Return

To initiate a return, please contact our customer support team with:

  • Your order number.

  • The email address used to place the order.

  • The reason for your return.

Do not send any item back until you receive return instructions from our support team.

Return Shipping

If the return is due to a defective, damaged, or incorrect product, Moisturizee will cover the return shipping costs.

For all other approved returns, customers are responsible for the return shipping costs unless otherwise stated.

Original shipping charges are non-refundable unless the return results from our error.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Order Cancellation

Orders may be cancelled only before they have been processed or shipped.

If your order has already been dispatched, it can no longer be cancelled. You may request a return once the package has been delivered, provided it meets our return conditions.

Refused Deliveries

If a customer refuses delivery or fails to collect a package that is returned to us, shipping costs, return shipping fees, customs charges, and handling fees may be deducted from any eligible refund.

Chargebacks

If you experience an issue with your order, we encourage you to contact our support team first so we can resolve the matter quickly.

Unauthorized or fraudulent chargebacks may result in the suspension of future purchases while the case is being investigated.

Contact Us

If you have any questions about returns or refunds, please contact our customer support team. We are committed to providing a fair and prompt resolution.