Return and Warranty Policy
Return Windows
-
Any claims for defective products must be submitted within thirty (30) calendar days from the date of the original receipt, packing slip, or invoice.
-
Any claims for damaged products in transit must be submitted within five (5) calendar days from the receipt date.
-
Any claims for lost products in transit must be submitted no later than five (5) calendar days after the estimated delivery date.
-
Any claims for wrong products must be submitted within five (5) calendar days from the receipt date.
-
No return will be accepted, and no refund will be given, regardless of the reason for any product after 30 days from the date of the original receipt, packing slip, or invoice.
Wrong Address or Unclaimed
-
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
-
If you fail to claim the shipment, the shipment will be returned to our facility. You will be liable for reshipment costs once you verify the shipment (if and as applicable).
Returns by Mail
-
To return products by mail to MOHM Beauty, please contact Customer Care to obtain a Return Goods Authorization number (“RGA”).
-
Text support is available Monday-Friday between 9:00 am - 5:00 pm EST at 1-551-766-MOHM (6646). You can text directly from your mobile phone for help with anything. Please note that we are closed on all major holidays.
-
You may also reach us by email. For customer to be entitled to receive credit for either resalable or damaged products returned by mail, the customer must receive an RGA number prior to mailing product to MOHM Beauty. Failure to do so may result in the credit being denied or significantly delayed. The refund will be credited back to the original payment method once the return has been processed. RGAs are not required to return purchases from third-party sellers made through the MOHM Beauty Marketplace.
Returns to MOHM Stores
Purchases made in MOHM Beauty stores may be returned to any MOHM Beauty stores. Purchases made through MOHM Beauty Business Participants, and mohm.beauty (excluding MOHM Beauty Marketplace purchases from third-party sellers) may be returned to a MOHM Beauty stores; however, the return must include the original receipt, packing slip, or invoice. For returns in-store of online orders, the refund will be credited back to the original payment method once the return has been processed.
MOHM Beauty Marketplace Returns
Purchases from third-party sellers made through the MOHM Beauty Marketplace must be returned directly to the third-party seller. Marketplace purchases from third-party sellers cannot be returned to MOHM Beauty facility. To contact the third-party seller and initiate a Marketplace purchase return, the customer must go into “Order Details” found in the “My Orders” section of mohm.beauty and select “Report an Incident” next to the item for return. In order to “Report an Incident,” the customer must select a reason from the drop-down menu, provide any additional information that might be helpful for the third-party seller, and select “Submit.”
Returnable Products
Except for products that cannot be returned (listed under “Non-Returnable Products” below), the following types of product are accepted for return:
-
Resalable Product: Salable, unopened, unmarked, unused products may be returned within the timeframe and by the method specified above. Products must be in their original packaging. Returned equipment must be in its original carton and unused condition. Only stock equipment items may be returned. Promotional products (including but not limited to manufacturer pre-packed promotions or any pre-labeled products with special manufacturer pricing), introductory kits, and free items must be returned with the merchandise in which they were offered for an exchange or refund to be processed.
-
Damaged Product: Credit will be issued to the customer for damaged product only upon verification by an authorized MOHM Beauty representative or by the third-party Marketplace seller, as the case may be. A customer receiving product damaged in transit, must contact MOHM Beauty or the third-party Marketplace seller within five (5) calendar days from the receipt date. MOHM Beauty does not accept any leaking product. In the case of a damaged product that is leaking, MOHM Beauty will credit or replace the product at the discretion of the customer upon proof of damage. MOHM Beauty may arrange for the inspection and pick up any other damaged product or may direct the customer to ship the product to a MOHM Beauty facility or the third-party Marketplace seller at MOHM Beauty’s or third-party Marketplace seller’s expense.
-
Product Shipped in Error: A customer receiving product shipped in error shall be entitled to a full refund or credit so long as the customer notifies MOHM Beauty or the third-party Marketplace seller, as applicable, within five (5) calendar days from the receipt date. MOHM Beauty may direct the customer to ship the product to a MOHM Beauty facility or the third-party Marketplace seller at MOHM Beauty’s or third-party Marketplace seller’s expense.
Non-Returnable Products
The following types of product are not accepted for return:
-
Combs and Brushes: Combs and brushes are not returnable, and all sales of such products are final.
-
Custom-Made Equipment: Custom-made equipment is not returnable.
-
Discontinued Product: Discontinued product or product in discontinued packaging may not be returned.
-
Food and Beverage Items: Food and beverage items are not returnable, and all sales of such product are final.
-
Gift Cards: Gift cards are not returnable or refundable for cash, except in states where required by law.
-
Hair Extensions: Hair extensions are not returnable, and all sales of hair extensions are final.
-
Makeup and Makeup Brushes: Makeup and makeup brushes are not returnable, and all sales of such products are final.
-
Promotional, Prepack, Introductory Kits and Free Items: Promotional products, prepack, introductory kits and free items are not returnable without the merchandise in which they were offered.
-
Seasonal Product: Product that is branded or packaged as seasonal or holiday may not be returned.
-
Unsellable Product: Product that has been defaced or altered in any way may not be returned. This includes but is not limited to price tags, stickers or other markings made with pen or marker, and cracked, dropped or broken appliances.
Processes
-
Your refund/replacement/return request may take up to three (3) business days to be reviewed by a trained agent. We’ll send an email notification once your refund request has been approved or denied. If your account is not linked to any email, you are able to see the decision in your MOHM Beauty account messages.
-
Your refund/replacement/return request may take up to thirty-five (35) business days to be reviewed by a trained agent if you are outside of the United States. We’ll send an email notification once your refund request has been approved or denied. If your account is not linked to any email, you are able to see the decision in your MOHM Beauty account messages.
-
If approved, please allow up to ten (10) business days for your bank to finish processing the refund to the original payment method. It may take up to thirty (30) business days to complete the refund if the order was paid using Apple Pay or PayPal.
-
If your refund has not been received after 35 days of approval from MOHM Beauty, please contact your card issuer or bank. This is an issue occurring at their end, and they will be best suited to assist you further.
-
The replacement order will be sent once it is fulfilled. It may take up to 48 hours for the order to be shipped. You will see a new order number and tracking details in your account. Please note that not all items are eligible to be reshipped.
-
If you paid for your order with Rewards Credits, then you will be refunded with Rewards Credit. Once your refund is approved, your Reward Credit will be available for use within 24 hours. Rewards Credit expires after 90 days of being granted if unused or if no new Reward Credit is accrued.
-
Refunds for any items or orders may be less than expected due to discounts and promotions received when placing the order. The refunded amount reflects what was actually charged after all discounts were applied. Refund totals for returns may also be different from the original purchase total due to shipping fees and any additional fees incurred to return products to our facility (including return postage, handling, storage, quarantine fees, etc.)
Manufacturer Warranties
All electrical and battery-operated items returned for a manufacturer’s warranty claim (dryers, clippers, flatirons, curling irons, etc.) may be submitted for replacement of the defective product within thirty (30) days of the date on the original packing slip, or invoice. Please note that all manufacturer warranty claims for electrical and battery-operated items that are submitted over thirty (30) days from the date on the original packing slip or invoice must be sent directly to the manufacturer for repair or replacement. Manufacturer warranty claims for purchases from third-party sellers made through the MOHM Beauty Marketplace must be made directly to the third-party seller.
Notification for EU Customers
According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,
Therefore, MOHM Beauty reserves rights to refuse returns at its sole discretion. This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
