3. Returns, Refunds and Withdrawal Policy

Effective date: 07 September 2026

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3.1 Your right to withdraw

If you are an EU consumer purchasing online, you normally have the right to withdraw from the contract within 14 days without giving a reason.

For a single product, the period expires 14 days after the day on which you or a person designated by you, other than the carrier, receives the product.

For multiple products ordered together but delivered separately, the period normally begins when the final product is received.

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3.2 How to withdraw

Before the 14-day period expires, inform us clearly that you wish to withdraw by:

• using the “Withdraw from contract here” function at [LINK];

• submitting the Model Withdrawal Form;

• emailing miomosaofficial@gmail.com or

• writing to Borbel Elena Cerasela pfa, Zaharia Boui 17, Sibiu, Romania

You do not have to use the model form, but your communication must clearly identify the order and your decision to withdraw.

If you use our online withdrawal function, we will confirm receipt electronically without undue delay.

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3.3 Returning products

After notifying us, return the products within 14 days to:

Borbel Elena Cerasela pfa
Zaharia Boui 17, Sibiu, Romania

+40 (0) 749 67 60 03

Include your order number or a copy of the withdrawal form. Please package products carefully to prevent damage.

Do not send returns cash-on-delivery unless Miomosa has expressly agreed.

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3.4 Condition of returned products

You may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning, as you could in a physical shop.

You may be responsible for diminished value caused by handling beyond what was necessary for that inspection. Examples may include burning a candle, using a cosmetic product or damaging presentation packaging beyond what was necessary to inspect the item.

This does not affect rights relating to products that were already defective or non-conforming when delivered.

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3.5 Return shipping costs

For an ordinary change-of-mind withdrawal, you are responsible for the direct cost of returning the products unless:

• Miomosa agreed to bear that cost;

• the product is defective, damaged or incorrect; or

• applicable law requires otherwise.

We recommend using a tracked service. You remain responsible for the parcel until it reaches us, except where we arranged or supplied the return service.

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3.6 Refunds

Following a valid withdrawal, we will refund payments received for the returned products and the cost of the least expensive standard delivery method offered for the original order.

We do not have to refund the additional cost of an expedited or premium delivery method selected by you.

The refund will be made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold the refund until we receive the products or you provide evidence that they were sent back, whichever occurs first.

Refunds are normally issued using the original payment method unless another method is expressly agreed. You will not be charged a refund fee by Miomosa.

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3.7 Exceptions to withdrawal

The withdrawal right may not apply to:

• products made to your specifications or clearly personalised;

• sealed products that are unsuitable for return for genuine health-protection or hygiene reasons after the seal has been broken;

• products liable to deteriorate or expire rapidly; or

• other products expressly exempted by applicable law.

An exception will be applied only where its legal conditions are satisfied and the relevant limitation was disclosed before purchase.

A product is not automatically excluded merely because it is described as a cosmetic, personal-care product or candle.

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3.8 Defective, damaged or incorrect products

If you receive a product that is defective, damaged, incomplete or different from what you ordered, contact [EMAIL] promptly.

Provide the order number, a description and photographs where reasonably possible. Do not use a product that appears unsafe.

Where the product is non-conforming, you may be entitled to repair or replacement, a price reduction or termination and refund, depending on the circumstances and applicable law. Miomosa will bear necessary return costs where required.

The request for photographs or prompt notice does not remove your statutory guarantee rights.

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3.9 Exchanges

We [DO / DO NOT] offer direct exchanges.

If direct exchanges are not offered, return the eligible product and place a new order. This does not affect your statutory rights.

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3.10 Gift sets and promotional bundles

Where a discount or free item depended on purchasing multiple products, returning part of the order may cause the promotion to be recalculated.

If a promotional gift must also be returned, this condition will have been disclosed with the promotion. Any deduction will be limited to what is lawful and proportionate.

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3.11 B2B orders

The consumer withdrawal right does not normally apply to purchases made wholly for business or professional purposes. Returns for salons, retailers and wholesale partners are governed by the applicable B2B terms.

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3.12 Contact

Returns and withdrawal questions may be sent to:

Borbel Elena Cerasela pfa
Zaharia Boui 17, Sibiu, Romania
miomosaofficial@gmail.com
+40 (0) 749 67 60 03