Refund policy

MOSCENTS Return and Refund Policy

At MOSCENTS, we carefully prepare and check every order before shipping. Since our products are personal, fragrance-based, and may be affected by handling, storage, and hygiene conditions, we can only accept returns, replacements, or refunds under the conditions below.

This policy follows the general consumer protection rules in the Philippines. The DTI does not allow a blanket “No Return, No Exchange” policy when a product is defective, wrongly delivered, or not as described. However, sellers may refuse returns or refunds for products in good condition when the reason is only change of mind.

1. Eligible for Return, Replacement, or Refund

You may request a return, replacement, or refund if:

  1. The item received is defective or damaged upon delivery.
  2. You received the wrong item, scent, size, or variant.
  3. The item is missing from your order.
  4. The product received is significantly different from what was described or advertised.
  5. The item leaked or was damaged during shipping, subject to proper proof.

2. Not Eligible for Return or Refund

For hygiene, safety, and quality reasons, we cannot accept returns or refunds for:

  1. Change of mind.
  2. Wrong scent choice made by the customer.
  3. Personal preference, such as “I do not like the smell.”
  4. Used, opened, sprayed, or tampered products.
  5. Products damaged due to customer mishandling, improper storage, or exposure to heat or sunlight.
  6. Sale, promotional, clearance, or customized items, unless defective.
  7. Orders with incomplete proof of purchase.

Fragrance preference is subjective, so we highly recommend checking the scent description before ordering.

3. Request Period

Please report any issue within 48 hours from receipt of the item.

Requests made after this period may no longer be accepted, especially for leakage, damage, or missing item concerns.

4. Required Proof

To process your request, please send us the following:

  1. Order number or proof of purchase.
  2. Clear photo or video of the item received.
  3. Photo of the waybill/shipping label.
  4. Photo or video of the packaging, especially for damaged or leaked items.
  5. Short explanation of the issue.

For damaged or leaked items, please take photos or videos before disposing of the packaging.

5. Return, Replacement, or Refund Process

Once we receive your request, we will review the details and proof provided.

If the request is approved, MOSCENTS may offer one of the following remedies, depending on the situation:

  1. Replacement of the same item or variant.
  2. Replacement with another item of equal value, if the original item is unavailable.
  3. Partial refund, if only part of the order is affected.
  4. Full refund, if replacement is not possible.

Refunds will be processed through the original payment method or another agreed payment channel, depending on where the order was placed.

6. Shipping Fee for Returns

If the issue is due to our error, such as wrong item sent or confirmed defective product, MOSCENTS will shoulder the reasonable return or replacement shipping cost.

If a return is approved as a special courtesy despite the item having no defect, the customer may be asked to shoulder the shipping fee.

7. Cancellations

Orders may only be cancelled before they are packed, processed, or handed over to the courier.

Once an order has been shipped, cancellation is no longer allowed.

8. Important Reminder

Please store MOSCENTS products in a cool, dry place and away from direct sunlight or heat. Improper storage may affect the scent, color, and quality of the product.

For any concerns, kindly contact us through:

MOSCENTS

Instagram: moscents

Facebook: moscentsph
Email: moscentsph@outlook.com
Business Hours: 9:00 - 6:00 pm