RETURNS & REFUNDS

We take care in preparing and packing every MOUSSÉA order. Due to the nature of personal care and skincare products, returns and exchanges are limited for hygiene and product safety reasons.

Please review the following policy before making a purchase.

CHANGE OF MIND

We do not accept returns, exchanges or refunds for change-of-mind purchases.

This includes changes relating to scent preference, product selection, texture, personal preference, or accidentally ordering the wrong product.

Please review your order carefully before completing your purchase.

INCORRECT ITEMS RECEIVED

If you receive a product different from what you ordered, please contact us within 3 days of receiving your parcel.

Please do not open, unseal or use the incorrect product. The item must remain unopened, unused and in its original condition and packaging in order to qualify for a return and replacement.

Once a product has been opened, unsealed or used, we are unable to accept it for return due to hygiene and product safety considerations.

To report an incorrect item, please provide:

• Your order number
• Clear photos of the product received
• A photo showing the product in its original condition and packaging

Once the issue has been verified, we will provide instructions for returning the incorrect item and arrange for the correct product to be sent to you.

Any return shipping costs resulting from an incorrect item sent by MOUSSÉA will be covered by us.

DAMAGED, BROKEN OR LEAKING ITEMS

In the unlikely event that your order arrives damaged, broken or leaking, please contact us within 3 days of receiving your parcel.

To verify that the damage occurred before or during delivery, a clear and continuous unboxing video is required.

The video should begin before the parcel is opened and clearly show:

• The unopened parcel and its external packaging
• The shipping packaging and condition of the parcel
• The entire unboxing process without interruption
• The condition of the product immediately upon opening

Photos of an already-opened parcel or damaged product alone are not sufficient as proof of damage upon arrival, as we are unable to determine when or how the damage occurred.

Claims submitted without a continuous unboxing video may not be eligible for replacement or refund.

Once your claim has been reviewed and verified, MOUSSÉA will arrange an appropriate replacement or refund depending on the circumstances and product availability.

OPENED OR USED PRODUCTS

For hygiene, safety and quality-control reasons, we are unable to accept returns or exchanges for products that have been opened, unsealed or used.

Please ensure that you have received the correct product before opening or removing any product seal or packaging.

This does not prevent you from contacting us regarding a genuine product defect, which will be reviewed individually.

SKIN SENSITIVITY & ALLERGIC REACTIONS

Everyone’s skin is different, and individual responses to skincare and personal care products may vary.

We are unable to offer returns or refunds solely due to individual skin sensitivity, allergic reactions, irritation, scent preference or personal product compatibility.

We encourage you to review the full ingredient list provided for each product before purchasing, particularly if you have known sensitivities or allergies.

If irritation occurs, discontinue use of the product.

RETURNING AN ELIGIBLE ITEM

Please do not send any product back to us without contacting us first.

All returns must first be reviewed and authorised by MOUSSÉA. Once approved, we will provide you with the relevant return instructions.

Products returned without prior approval may not be accepted.

NEED HELP WITH YOUR ORDER?

If you believe there is an issue with your order, please contact us at [YOUR EMAIL ADDRESS] within the applicable timeframe.

Please include your order number and the required photos or unboxing video so that we can review your request as quickly as possible.

MOUSSÉA
Operated by Mossarium Concept Design Sdn. Bhd.