Return & Refund Policy

At MistoMio, we want you to be happy with your purchase. If something isn't right with your order, we're here to help.

We offer a straightforward return and refund process for customers worldwide. This policy applies to orders placed through MistoMio, subject to applicable consumer protection laws in the customer's country.

1. Return Eligibility & Timeframe

Customers may request a return within 14 calendar days from the date of delivery, subject to the conditions outlined in this policy and applicable consumer protection laws.

To qualify for a standard change-of-mind return:

• The product must be unused, unworn and in its original condition.
• The product must be returned with its original packaging, tags and accessories, where applicable.
• The product must not show signs of use, washing, alteration or accidental damage.
• The return request must be submitted within the applicable return period.

Certain products, including sealed hygiene-sensitive items, may not qualify for returns once their protective seal has been opened, where permitted by applicable law.

Nothing in this policy limits any statutory return, cancellation or withdrawal rights available to customers.

2. Change of Mind & Unwanted Products

We understand that customers may sometimes change their minds after placing an order.

MistoMio accepts eligible change-of-mind returns within the applicable return window.

For such returns:

• Customers are responsible for return shipping costs, where permitted by applicable law.
• A restocking and handling fee of up to 20% of the product price may apply, where legally permitted and disclosed before purchase.
• Any applicable restocking fee will be communicated before the return is processed.
• No automatic restocking fee will apply to returns where such fees are prohibited by mandatory consumer protection laws.

For statutory withdrawal or cancellation returns, including applicable rights in the European Union and United Kingdom, no automatic restocking fee will be charged.

Where permitted by law, MistoMio may seek compensation for a reduction in product value resulting from handling beyond what is reasonably necessary to inspect the product.

3. 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 damaged product.
• Photographs of the original packaging.
• A brief description of the damage.
• An unboxing video, where available, to help demonstrate the condition of the parcel when received.

After reviewing your request, we may offer:

• A replacement.
• A full refund.
• A partial refund, where appropriate and agreed.
• Another legally appropriate resolution.

Customers will not be charged restocking fees or return shipping costs for confirmed product damage attributable to MistoMio or its fulfilment process.

4. Wrong Products Received

If you receive a product different from the one you ordered, please email us at sayhi@mistomio.com.

Please provide:

• Your order number.
• A photograph of the product received.
• A photograph of the shipping label.
• An unboxing video, if available.
• A description of the issue.

Once verified, MistoMio will arrange an appropriate replacement or refund without charging return shipping or restocking fees.

5. Missing Products

If an item is missing from your order, please contact us at sayhi@mistomio.com with your order number and details of the missing product.

To help us investigate missing-item claims, customers may be requested to provide:

• A clear, continuous video showing the opening and unpacking of the original shipping parcel.
• Photographs of the parcel and its packaging.
• Photographs of all products received.
• A photograph of the shipping label.
• A description of the missing item.

Important: The unboxing video should ideally begin before the parcel is opened and clearly show the original packaging, shipping label, opening process and all items found inside.

This evidence helps us verify the contents of the shipment and investigate fulfilment or shipping discrepancies.

If the missing item is confirmed, MistoMio will arrange an appropriate replacement or refund.

The absence of an unboxing video will not automatically invalidate a claim or remove any statutory consumer rights. Each case will be assessed based on the available evidence and applicable law.

6. Defective Products

If you receive a product with a genuine manufacturing or functional defect, please contact us at sayhi@mistomio.com.

Please provide photographs, videos where appropriate, and a description of the defect.

We will investigate and offer an appropriate resolution in accordance with applicable consumer protection laws.

Normal wear and tear, accidental damage, misuse or damage resulting from improper care may not qualify as a manufacturing defect.

No restocking fee or return shipping charge will apply to confirmed defective products where MistoMio is responsible for the issue.

7. How to Request a Return

To initiate a return:

• Email sayhi@mistomio.com with your order number.
• Explain the reason for your return.
• Attach photographs or videos where applicable.
• Wait for our team to review your request and provide return instructions.
• If a return is approved, follow the instructions provided by our support team.

Please do not send products back without contacting MistoMio first.

For international returns, the appropriate return address and shipping instructions will be provided based on the order and destination country.

8. Return Shipping Costs

For eligible change-of-mind returns, customers are responsible for return shipping costs, where permitted by applicable law.

For products that are damaged, defective, incorrect or otherwise require a return due to an error attributable to MistoMio, we will provide appropriate return shipping arrangements or reimbursement.

International return shipping charges may vary depending on the destination country and shipping provider.

Any applicable return shipping deductions will be communicated in accordance with local consumer protection requirements.

9. Orders Returned, Refused or Undelivered

Orders may occasionally be returned to the sender or become undeliverable due to circumstances such as:

• Incorrect or incomplete delivery addresses.
• Failure to collect a package.
• Refusal of delivery.
• Failure to complete required customs formalities.
• Failure to pay applicable import duties or taxes.

Such cases will be reviewed individually.

Any deductions from a refund for return shipping, handling or other costs will be made only where permitted by applicable law and properly disclosed.

This section does not affect any mandatory refund rights arising from non-delivery or other circumstances for which MistoMio is legally responsible.

10. Customs Duties & Import Taxes

International orders may be subject to customs duties, import taxes, brokerage fees or other charges imposed by the destination country's authorities.

Customers are responsible for applicable import charges where these are not collected at checkout or otherwise covered by MistoMio.

Government-imposed duties and taxes may not be refundable by MistoMio, although statutory refund rights and any recoverable amounts will be respected.

If an order cannot be delivered because of customs restrictions or import requirements, we will review the circumstances and determine an appropriate resolution in accordance with applicable law.

11. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at sayhi@mistomio.com.

We will try to accommodate cancellation requests received before the order enters fulfilment or shipment.

Once an order has been processed or dispatched, cancellation may no longer be possible.

This does not affect any statutory cancellation or withdrawal rights available under applicable consumer protection laws.

12. Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method used for the purchase.

Where a physical return is required, the refund will generally be processed after the returned product has been received and inspected.

Approved refunds are generally processed within 5–10 business days, subject to applicable statutory refund deadlines.

The time taken for the funds to appear in your account depends on your bank, card issuer or payment provider.

MistoMio does not control the processing time of financial institutions.

13. Refund Amount & Applicable Deductions

The refund amount will depend on the circumstances of the return and applicable consumer protection laws.

Where legally permitted, the following may apply:

• A restocking and handling fee of up to 10% for eligible change-of-mind returns.
• Return shipping charges for customer-requested returns.
• Legally recoverable deductions for diminished product value.

No restocking fee or customer return shipping deduction will be applied where prohibited by mandatory consumer protection laws or where MistoMio is responsible for the issue.

Any applicable deductions will be communicated to the customer before the return is finalised.

14. Evidence & Investigation

To help us resolve return and refund requests efficiently, we may request reasonable supporting information, including:

• Order details.
• Photographs.
• Unboxing and unpacking videos.
• Packaging photographs.
• Shipping labels.
• Tracking information.

For missing-item claims, an uninterrupted video showing the opening of the original shipping parcel is particularly helpful.

We review each request individually and aim to provide a fair and appropriate resolution.

15. Consumer Protection & Statutory Rights

MistoMio respects the consumer protection laws applicable in the countries where we sell our products.

Nothing in this policy is intended to exclude, 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 or defective products.
• Products that do not match their description.
• Non-delivery.
• Cancellation and withdrawal.
• Returns and refunds.
• Replacements and other consumer remedies.

For example, eligible online purchases in the European Union and United Kingdom generally carry a statutory 14-day withdrawal or cancellation period, subject to applicable exceptions.

Where mandatory consumer protection laws provide greater rights than this policy, those laws will take precedence.

16. Contact Us

For all return, refund and order-related enquiries, please contact:

MistoMio Customer Support

Email: sayhi@mistomio.com

Please include your order number, name and reason for contacting us so that our team can assist you efficiently.

We appreciate your trust in MistoMio and thank you for shopping with us.

MistoMio

Accessories for Every You.