Refund policy

Order cancellation

Once an order is placed, we cannot cancel the order. All orders are processed immediately by our warehouse. Please double check all details prior to placing the order. For any assistance, please email contact@trymimoya.com.

For subscription renewals and repeat orders, cancellations must be made before your payment method is charged, as our system begins preparing orders quickly to ensure fast delivery. Once your payment is processed, the order is in progress at our warehouse and will not be eligible for a refund.

Returns

We have a 10-day return policy, which means you have 10 days after the date of delivery to request a return. This is based on the delivery date shown on the tracking number.

To be eligible for a return, your item must be in the same condition as you received it, unused and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can email us at contact@trymimoya.com and we will provide the return address and instructions. Please note that Mimoya will not be responsible for the return shipping fees. Any returns sent without approval will not be accepted.

If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Any damaged item claim must be reported within 10 days from the date of delivery, and we need picture evidence. Without picture evidence, it is up to our discretion how to handle the claim on a case-by-case basis.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Return shipping cost

Customers will be responsible for paying the return shipping costs, which includes returns made under our 30-day money back guarantee program. The original shipping costs for the order are non-refundable.

Please note that Mimoya will not be responsible for returned packages until they have been delivered to and received by us.

Restocking fee

Please note that all returned orders under our standard return policy are subject to a 20% restocking fee. This means that the refund total will only be 80% of the subtotal cost of the order.

Incorrect address policy

• Customers are responsible for providing an accurate and complete shipping address at the time of purchase.
• We are not responsible for orders that are lost, misplaced, or returned due to an incorrect or incomplete address provided by the customer.
• If the package is returned to us for this reason, a 15% restocking fee will be charged and the original shipping fee will not be refunded.

Risk of loss

Please note that all purchases made on trymimoya.com are subject to a shipment contract. The risk of loss passes to the customer once a delivery has been successfully made by the carrier. We are not responsible for any lost or stolen packages if the tracking states that the package was delivered.

General information

We are sorry, but we are unable to offer refunds or returns if you suspect the items caused an allergic reaction or adverse skin condition. Please check the ingredient list prior to purchase.

All reshipments cannot be exchanged or returned, no exceptions.

Subscriptions

All subscriptions are subject to our regular terms of use as well as our return and shipping policy. To cancel a subscription, you must do so before the renewal date by emailing our customer service team at contact@trymimoya.com with your order number and a request to cancel the subscription. Cancellations MUST be completed prior to your payment method being charged. If requested after the renewal date, the shipment will still be sent out; however, we will be able to cancel future orders. For any further questions or concerns, please email our customer service team.

Free gifts

Please note: we frequently run promotions and offer complimentary gifts as a token of appreciation to our customers. However, we kindly ask that these offers not be taken advantage of. Each order is eligible for a maximum of one free item. While our system may temporarily allow the addition of multiple free items, only one will be honored per order in accordance with our policy.

Shipping protection

Once an order has been processed, the shipping protection fee becomes non-refundable. This protection applies solely to packages that are lost or damaged during transit. After the order is delivered, Mimoya is no longer liable for lost or stolen packages. The responsibility for any loss transfers to the customer upon delivery.

30-Day Money Back Guarantee

We want you to love your skincare experience with us. That's why we offer a 30-day money back guarantee on our creams — no hassle, no stress.

If you're not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund, as long as no more than 2 jars have been used. Customers are responsible for the return shipping cost.

Please note that if more than 2 jars have been used, the return will fall under our standard 10-day return policy.

To be eligible for this program, please kindly note that our customer service team may ask for photo evidence.

We reserve the right to deny any customer eligibility if the behavior appears abusive or fraudulent (e.g. frequent returns, all jars opened but minimal use claimed, excessive use of the product but no results claimed).

Please keep in mind that only first-time purchases can qualify for the program. Subscription orders are not eligible.

By placing an order on trymimoya.com, you acknowledge and agree to the terms outlined in this policy.