Refund and Returns Policy

Last updated: 24 days ago

We want you to be happy with what you bought. If you are not, we make returning it as simple as we can. This policy explains exactly how, and what your legal rights are on top of it.

1. Our 30 day money back guarantee

You can return any item within 30 days of receiving it for a refund. You do not need to give us a reason. If it did not suit your skin, did not do what you hoped, or you simply changed your mind, that is enough.

The 30 days runs from the day your parcel is delivered, not the day you ordered.

This guarantee is offered voluntarily by us and sits on top of your statutory rights, it does not replace them. See section 8.

2. Opened products are accepted

We know you cannot tell whether a skincare product works without using it. So unlike many retailers, we accept returns on opened and part-used products within the 30 day window.

We simply ask that a reasonable amount of the product remains, so we can see it was genuinely trialled rather than used up. As a rough guide, if more than half the tube has been used we may offer a partial refund instead of a full one, and we will always explain why before we do.

3. How to start a return

Email info@officialmiso.com with:

  • Your order number, which is in your confirmation email and starts with #
  • The name of the item you are returning
  • A short note on what went wrong or why it was not right for you, so we can improve
  • A photo of the product, showing the tube and roughly how much has been used
  • If you had a reaction or a problem with the product itself, a photo of the issue where possible

We ask for photos so we can approve your refund quickly, often without you needing to post anything back at all, and so we can spot any batch problem early. It is not a hurdle, it usually speeds things up.

Please do not send anything back before contacting us. We reply within 1 to 2 business days with a decision and, where a physical return is needed, the return address and instructions.

4. Return postage

If the return is because of a change of mind or because the product did not suit you, you pay the return postage. We recommend a tracked service, as we cannot refund an item that never arrives.

If the item is faulty, damaged, past its expiry date or not what you ordered, we pay the return postage, or we refund you without asking for the item back at all. You will never be out of pocket for our mistake.

5. When and how you get your money

Once we have approved your return, we issue the refund within 3 business days. It goes back to the original payment method you used, so to the same card or wallet you paid with.

Your bank then takes its own time to show it, usually 3 to 10 business days depending on the provider. That final step is outside our control.

We refund the full price you paid for the item. Since UK shipping is free, there is no delivery charge to refund.

We will email you when the refund is issued.

6. Exchanges

The quickest way to swap an item is to request a refund and place a new order, so you are not waiting for one to clear before the other ships. If you would prefer a direct exchange, email us and we will arrange it.

7. Items we cannot refund

  • Items returned more than 30 days after delivery
  • Items that have been fully used up
  • Items damaged after delivery through misuse, for example being left in direct heat or contaminated with other products
  • Free gifts and promotional items, which must be returned alongside the paid item when the whole order is refunded
  • Items bought from a third party rather than from us. If you bought elsewhere, please claim through that seller

8. Your legal rights, which we never take away

If you are a consumer in the UK, you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects them.

In particular, you have the right to cancel your order within 14 days of receiving it, without giving any reason, and to receive a refund within 14 days of us receiving the goods back or you providing proof of return. Our 30 day guarantee simply gives you longer than the law requires.

You also have the right to goods that are of satisfactory quality, fit for purpose and as described. If they are not, you may be entitled to a repair, replacement or refund regardless of the 30 day window.

To exercise your statutory cancellation right you can use any clear statement, including a simple email to info@officialmiso.com saying you wish to cancel.

9. Cancelling before dispatch

If you change your mind before your order ships, email us straight away with your order number. If it has not yet been handed to the carrier we will cancel it and refund you in full. If it has already gone, treat it as a return under this policy.

10. Contact

Miso
Email: info@officialmiso.com
Website: https://officialmiso.com

We send you the return address by email once your return is approved.