Return & Refund Policy
At MistoMio, we want you to be happy with your purchase.
If there is a genuine issue with your order, please contact us and we will review the matter and work to provide an appropriate solution.
Because our products are shipped internationally, certain return and refund conditions apply.
1. When You May Be Eligible for a Refund or Replacement
Depending on the circumstances, MistoMio may provide a refund, replacement or other appropriate resolution where:
- Your order is confirmed as lost.
- Your order is not delivered within the applicable delivery/dispute timeframe.
- You receive a damaged product.
- You receive the wrong product.
- A product is materially defective.
- A product or part of your order is missing.
- A shipment cannot be delivered because of a destination or shipping restriction.
- Another remedy is required under applicable consumer law.
Each request is reviewed based on the circumstances and supporting information provided.
2. Damaged Products
If your product arrives damaged, please contact us at sayhi@mistomio.com as soon as possible.
Please provide:
- Your order number
- Clear photographs of the product
- Photographs of the packaging
- A description of the damage
- A video where photographs do not adequately demonstrate the issue
This information may be required to properly assess your claim.
Depending on the circumstances, we may offer:
- A replacement
- A full refund
- A partial refund
- Another appropriate solution
Minor cosmetic imperfections that do not materially affect the product, such as very small scratches or minor packaging damage, may not qualify for a refund or replacement.
3. Wrong Product
If you receive a product that is different from what you ordered, please contact us at:
Please provide:
- Order number
- Photograph of the product received
- Photograph of the shipping/package label
- Description of the issue
Where the issue is confirmed, we may offer a replacement or refund.
4. Missing Products
If an item is missing from your order, please contact us at sayhi@mistomio.com.
We may request photographs of the package and its contents to help us investigate.
Where the missing item is confirmed, we may provide a replacement or appropriate refund.
5. Defective Products
If you believe a product has a genuine manufacturing or functional defect, please contact us with:
- Your order number
- Description of the defect
- Clear photographs
- Video evidence where appropriate
We will assess the issue and determine the appropriate resolution.
Normal wear and tear, accidental damage, misuse or damage caused by improper care may not qualify as a product defect.
6. Change of Mind & Unwanted Products
We do not generally offer refunds simply because you change your mind, no longer want the product, do not like the product, or ordered the wrong item, except where applicable law requires otherwise.
Similarly, selecting the wrong product, colour, size or variant at checkout does not automatically qualify for a refund or replacement.
If you realise that you have made an ordering mistake, please contact us as soon as possible at sayhi@mistomio.com. We will try to assist if the order has not yet entered fulfilment.
7. Returns
Please do not send any product back without first contacting MistoMio.
If a return is required, we will provide the appropriate return instructions.
Returns sent without prior authorisation may not be accepted or may not qualify for a refund.
For international returns, the return location and procedure may vary depending on the product and circumstances.
8. Return Shipping Costs
Where a return is required because of a confirmed issue with the product or an error on our part, we will provide appropriate instructions regarding the return.
For returns requested for reasons that are not caused by MistoMio, the customer may be responsible for return shipping costs, where permitted by applicable law.
International return shipping can be expensive, so please contact us before sending anything back.
9. Orders Returned or Refused by the Customer
A refund or replacement may not be available where an order is returned, abandoned or refused because the customer:
- Provided an incorrect or incomplete address.
- Failed to collect the package.
- Refused delivery.
- Failed to complete required customs procedures.
- Failed to pay applicable customs duties or import charges.
We will review such cases individually.
10. Customs-Related Returns
If an order is returned, destroyed or otherwise cannot be delivered because the recipient failed to comply with applicable customs or import requirements, the order may not qualify for a refund or replacement.
Customers are responsible for understanding and complying with the import requirements of their destination country.
11. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
We will attempt to accommodate cancellation requests received before the order enters fulfilment or shipment.
Once an order has been processed or shipped, cancellation may no longer be possible.
This does not affect any mandatory cancellation rights provided by applicable consumer law.
12. Refund Processing
Once a refund has been approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account depends on your bank, card issuer or payment provider.
MistoMio does not control the processing time of your financial institution.
13. Refund Amount
Where a refund is approved, the amount refunded will depend on the circumstances of the case and applicable law.
Depending on the situation, a refund may include:
- Product price
- Applicable shipping charges
- Other amounts that are legally required to be refunded
Customs duties, import taxes, brokerage charges or other fees imposed by government authorities or third parties may not be refundable by MistoMio.
14. Evidence & Investigation
To help us resolve claims efficiently, we may request reasonable evidence, including:
- Photographs
- Videos
- Packaging photographs
- Shipping labels
- Tracking information
- Order information
Providing clear evidence can significantly help us investigate and resolve your request.
15. Consumer Rights
Nothing in this policy is intended to remove, restrict or override any consumer rights that cannot legally be excluded.
Depending on your country of residence, you may have statutory rights relating to:
- Faulty products
- Products not matching their description
- Cancellation
- Returns
- Refunds
- Replacements
- Consumer guarantees
Where mandatory consumer protection laws provide greater rights than this policy, those rights will take precedence.
For example, certain online purchases in the European Union may be subject to a statutory 14-day right of withdrawal, subject to applicable exceptions.
16. How to Request a Refund or Return
Please email:
Include:
Order Number:
Name:
Reason for Request:
Photos/Videos: where applicable
Please wait for instructions from MistoMio before returning any product.
17. Contact Us
For all returns, refunds and order-related enquiries:
MistoMio
Email: sayhi@mistomio.com