At Mooi, your satisfaction is important to us. As a proudly Malaysian beauty brand, we are committed to ensuring that every product delivered meets our quality standards. Please read our Return & Refund Policy carefully before making a purchase.

1. Eligibility for Returns

We only accept returns under the following circumstances:

• The item received is damaged or defective upon delivery.

• The item received is incorrect (wrong product/shade/variant).

• The item is missing from your order.

To be eligible for a return:

• The request must be made within 7 days from the date of delivery.

• The item must be unused, unopened, and in its original packaging with all seals intact.

• Proof of purchase (order number / receipt) must be provided.

For hygiene and safety reasons, we strictly do not accept returns for opened or used products, including cosmetics and contact lenses.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Opened or used products

• Contact lenses with broken seal

• Sale, promotional, or discounted items

• Change of mind purchases

• Shade mismatch due to screen/lighting differences

We strongly encourage customers to read product descriptions carefully before purchasing.

3. How to Request a Return

To initiate a return, please contact our Customer Support within 7 days of receiving your order:

Email us at mooibeautybrands@gmail.com

Subject: Return Request – Order ID #XXXX

Kindly include:

• Your order number

• Clear photos of the product and packaging

• Description of the issue

Our team will review your request within 3–5 working days. Please do not return any item without prior approval. Unauthorized returns may not be processed.

4. Refund Process

Once your return is approved and the item is received and inspected:

You may choose:

• A replacement (subject to stock availability), or

• A refund to the original payment method

Refunds (if approved) will be processed within 7–14 working days depending on your payment provider. Shipping fees are non-refundable unless the return is due to our error.

5. Damaged Parcels During Shipping

If your parcel arrives visibly damaged:

• Please take photos immediately before opening.

• Report to us within 24 hours of delivery.

Claims made after this period may not be eligible for review.

6. Mooi’s Rights

Mooi reserves the right to:

• Reject returns that do not meet our policy requirements.

• Refuse excessive or unreasonable return requests.

• Amend this policy at any time without prior notice.

At Mooi, we create skincare-infused cosmetics with care and intention. If you experience any issue with your order, please reach out — we’re here to help.