Refund policy
MoeLux Return & Refund Policy
At MoeLux, we are committed to delivering premium quality fragrances and a luxurious shopping experience. If for any reason you are not completely satisfied with your purchase, we’re here to help.
Returns
Due to the nature of our products, we only accept returns under the following conditions:
- The item must be unused, unopened, and in its original packaging
- The return request must be made within 7 days of delivery
- Proof of purchase (order number or receipt) is required
For hygiene and safety reasons, we cannot accept returns on opened or used fragrances.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect:
- Please contact us within 48 hours of delivery
- Provide clear photos of the product and packaging
- We will gladly arrange a replacement or refund at no additional cost
Refunds
Once your return is received and inspected:
- Approved refunds will be processed to your original payment method
- Please allow 5–10 business days for the refund to reflect, depending on your bank
Exchanges
We only replace items if they are defective, damaged, or incorrect.
We do not offer exchanges for change of mind or scent preference.
Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a trackable shipping service, as MoeLux is not responsible for lost returns
Non-Returnable Items
- Opened or used fragrances
- Gift cards
- Promotional or clearance items
Contact Us
For all return and refund inquiries, please contact us at:
📧 info@moelux.co.za
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@moelux.co.za.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@moelux.co.za.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@moelux.co.za.
MoeLux reserves the right to refuse returns that do not meet the above conditions.
Thank you for choosing MoeLux — where luxury meets scent.