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Returns and Refunds Policy
At Moemm, we take pride in crafting high-quality, handmade fragrance products such as candles, sachets, diffusers, and more. We want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.
Returns
- Eligibility for Returns:
- Products must be unused, undamaged, and in the same condition as you received them.
- Products must be returned in their original packaging.
- If you receive a product that is damaged or defective, please contact us within (24-48 hours) of receiving the item with details of the damage and any supporting photos.
2. Non-Returnable Items:
- Customized or personalized products.
- Items purchased during a sale or with promotional discounts.
- Opened or used items such as diffusers or candles that have been lit.
3. Return Process:
- To initiate a return, please contact our customer service team at moemm.chandler@gmail.com with your order number and reason for return.
- Once your return is approved, we will provide you with instructions on how and where to send your product.
- You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
4. Recommended Return Periods:
- 7 Days – Ideal for perishable or highly customizable items.
- 10-14 Days – Standard for home decor and fragrance products, ensuring customers have enough time to assess the product.
- 30 Days – Common for luxury brands, offering a premium experience but may increase return rates.
Refunds
- Eligibility for Refunds:
- Condition for Return: Should be unused, in original packaging.
- Exceptions: No returns on customized products unless damaged or defective.
- Replacement vs. Refund: Offering replacements instead of refunds can help retain customers.
2. Refund Timeframe:
- Refund will be credited within 7 – 15 days via original mode of payment , after approval.
3. Non-Refundable Situations:
- Shipping costs are non-refundable.
- If you receive a refund, the cost of return shipping will be deducted from your refund.
Damaged or Defective Items
- Reporting Damage:
- 10-14 day return window with a replacement policy for damaged items.
- We will arrange for a replacement or refund, depending on the situation.
2. Replacement:
- In the case of damaged or defective products, we will provide a replacement at no additional cost to you in 7-10 business days.
Exchanges
- Product Exchange: Customers can request a product exchange within 7 to 15 days of receiving their order. The item must be unused, in its original packaging, and in resalable condition. Exchanges are subject to product availability. Shipping charges for exchanges may apply.
Cancellations
1. Order Cancellations:
- Orders can be cancelled within 12 hours of placement. However, customized orders are non-cancellable once production begins.
Contact Us
If you have any questions or concerns regarding our Returns and Refunds Policy, please reach out to our customer service team at moemm.chandler@gmail.com or call us at Phone No. 8600676070
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