Return & Exchange Policy

Due to the nature of cosmetic and personal care products, and for hygiene and consumer safety reasons, all products sold by Moome are non-returnable and non-exchangeable once received.

Exceptions

Customers may request a return or exchange only in the following cases:

• Receiving an item different from what was ordered.
• A verified manufacturing defect in the product.
• The product arriving damaged as a result of shipping.

Any issue must be reported within 24 hours of receiving the order, along with clear photos or videos showing the condition of the product.

If the issue is confirmed to be the result of a store error or a manufacturing defect, Moome will cover all return, exchange, and shipping costs.

Special Notes for Makeup Products

Due to the nature of certain cream or stick makeup products, such as blush sticks and highlighter sticks, a small amount of product may adhere to the inside of the cap during shipping or due to temperature fluctuations during transit. This is considered normal and does not affect the quality, safety, or performance of the product. Therefore, it is not considered a manufacturing defect and does not qualify for a return or exchange.

However, if the product shows clear signs of melting, leakage, breakage, or damage that affects its normal use, the customer may be eligible for a return or exchange in accordance with this policy.

Conditions for Approval

• The product must be in its original condition.
• The product must not have been used or show signs of use.
• The product must not have been tampered with or intentionally damaged.
• The product must be photographed immediately upon opening the shipment if any issue is identified.
• Moome reserves the right to request additional photos or videos for verification purposes.
• Moome reserves the right to reject any claim if the issue cannot be verified or if the damage is determined to be the result of misuse, improper storage, or handling after delivery.

Order Cancellation Before Shipment

Customers may cancel their order before it has been shipped and receive a full refund.

Order Cancellation After Shipment

Once an order has been shipped, it cannot be canceled or refunded except in the cases listed under the Exceptions section above.

Refund Processing

If a return request is approved, the refund will be issued to the original payment method within 14 to 21 business days. The time required for the funds to appear may vary depending on the bank or payment provider.