Return & Exchange Policy

At Mimo Cosmetics, customer satisfaction is our priority. To ensure a smooth, fair, and transparent shopping experience, please review our return, exchange, and refund policy carefully before placing your order.

1. Return & Exchange Window

  • Customers may request a return or exchange within 48 hours of receiving their order.

  • To initiate a request, please contact our Customer Support Team and provide:

    • Order number

    • Reason for the request

    • Clear product images

    • Mandatory unboxing video for damaged, missing, incorrect, or defective items

  • Requests submitted after the specified timeframe may not be accepted.

2. Eligible Return & Exchange Cases

Returns or exchanges may be accepted in the following situations:

  • Damaged product received

  • Defective product received

  • Incorrect item delivered

  • Missing item(s) from the parcel

  • Shade exchange or customer preference exchange, subject to approval

3. Non-Eligible Returns & Refunds

Due to hygiene and product safety standards, the following cases are generally not eligible for return or refund:

  • Used cosmetic products

  • Products without their original packaging

  • Claims submitted without the required proof

  • Minor packaging wear caused by courier handling that does not affect product quality

  • Claims reported after the 48-hour timeframe

4. Damaged, Defective, Incorrect or Missing Items

If you receive a damaged, defective, incorrect, or incomplete order, please follow these requirements:

  • Submit your claim within 48 hours of delivery.

  • Provide a clear and complete unboxing video.

  • The video must clearly show:

    • The sealed parcel before opening

    • The shipping label

    • The complete opening process

    • The condition of the products and any missing contents

Once the claim has been reviewed and approved by the Mimo Cosmetics Quality Control Team:

  • A replacement will be processed within 2–3 working days, subject to stock availability.

  • Mimo Cosmetics will cover the applicable shipping charges.

If a replacement is unavailable, an eligible refund or store credit may be offered.

5. Shade & Customer Preference Exchange

Customers may request an exchange for reasons such as shade mismatch, personal preference, or incorrect product selection.

The following conditions apply:

  • The product must be unused, unopened, and sealed in its original packaging.

  • All exchanges are subject to inspection and approval.

  • Reverse pickup and redelivery charges will be borne by the customer.

  • Exchanges depend on product availability.

  • Products that have been opened or used are not eligible for preference-based exchanges.

6. Refund Policy

Refunds may be considered in the following circumstances:

  • The replacement product is unavailable.

  • An order cannot be fulfilled due to a stock issue.

  • A claim is approved, but an exchange is not possible.

Refund processing time: 5–7 working days after approval.

Refund method: Bank transfer only. Cash refunds are not available.

Any applicable refund will be processed after the claim has been reviewed and approved by our team.

7. Shipping Charges Policy

Mimo Cosmetics will cover shipping charges for approved claims involving:

  • Incorrect products delivered

  • Damaged products received

  • Missing items confirmed after verification

  • Verified manufacturing defects

The customer will bear shipping charges for:

  • Shade exchanges

  • Customer preference changes

  • Incorrect product selection by the customer

  • Other non-defect-related exchange requests

8. Important Terms & Conditions

  • An unboxing video is mandatory for claims involving damaged, defective, incorrect, or missing items.

  • Claims submitted without the required evidence may be declined.

  • All return, exchange, and refund requests are subject to verification by the Mimo Cosmetics Quality Control Team.

  • Mimo Cosmetics reserves the right to reject fraudulent, incomplete, or unverifiable claims.

  • Courier delays and minor packaging wear may occasionally occur during transit.

  • Customers are encouraged to inspect their parcels upon delivery and report any issues within the specified timeframe.

Thank you for shopping with Mimo Cosmetics. We appreciate your trust in our brand and remain committed to providing you with a reliable and satisfying shopping experience.