退款政策

Online Full Price Items: Refund and exchange will be accepted within fourteen (14) days after the purchase was delivered outside of any promotion periods. Please refer to the conditions apply to the online promotions.

It is very important that you check your order and products before you use. You must notify us any discrepancies from your order within the prescribed time. We will refund the money or replace the product within fourteen (14) days upon your notice.

Please note the below items are non-exchangeable & non-refundable due to hygiene concerns, brands, final clearance:

  1. Rosamund MOISELLE items
  2. Mask items
  3. Sales items

    RETURN

    You need to inform us by email, then fill in a return form with the details of the single product, the precise quantity of the items you wish to return, and the reasons for the return; and send the product(s) to us together with the completed return form.

    You will receive an email with return instructions. Our Customer Service Representative will handle your return request on Monday thru Friday, 9am - 6pm HKT.

    Product(s) returned to MOISELLE must be unused with all MOISELLE tags and labels still attached. MOISELLE reserves the right to reject the return products and under such circumstances the products will be sent back to you.

    Purchases made online cannot be accepted for return in-store. 

    INTERNATIONAL RETURN

    Returns from outside of Hong Kong need to be shipped at your own cost. 

    We would recommend wrapping the order securely and lightly to return your orders followed by our instructions.
     You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. 

    REFUND

    In the event that the product is defective, a full refund will be made. We will make the reimbursement to you using the same means as your purchase method and currency. The amount will be credited to the credit card account used by you, cash refund will not be available. 

    Please note that we will refund the purchase price of the returned Product(s), sales tax included, less the return shipping fee to your original payment method. Upon receipt of the returned package, we will verify the condition of the items before accepting your return and authorising the refund. 

    The acceptance of the refund is the sole discretion of MOISELLE. Alternatively, if you choose to accept a replacement product, we will send you the replacement product within fourteen (14) days.

    We will send you an Order Refund email as soon as we have issued the refund. The credit will be visible in your account within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers.

    If you are not satisfied about how we handle your refund, return and exchange, we want to hear about this, we aim to resolve matters amicably, you are welcome to contact customer service by sending an email to cs@moiselle.com.hk.

    We reserve our right to change this refund, return and exchange policy from time to time.