Returns, Refunds & Cancellations
Last updated November 11, 2026
How returns, refunds and cancellations work, in plain terms. The shop does not take orders yet: this page describes how they will work once it opens.
On this page
At a glance
| The rule | Unopened products with the seal intact can be returned within 30 days of delivery if you change your mind. For hygiene, a balm, scrub or mask that has been opened or used cannot be returned for a change of mind. A product that arrives damaged, leaking, with a broken or missing seal, past its date or wrong is replaced or refunded: send us a photo by e-mail, there is nothing to mail back. |
|---|---|
| How to start | E-mail contact@mouebalm.com first, with your order number. We reply within 2 business days |
| Return address | Sent to you by e-mail with your return authorization, before you send anything. It may be outside the United States |
| Who pays to send it back | Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it. |
| Refund | The price you paid for each returned product, plus any sales tax on it, to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when there is nothing to mail back |
| Cancellation | Free of charge, if your e-mail reaches us before your order ships |
Changed your mind
Unopened products with the seal intact can be returned within 30 days of delivery if you change your mind. For hygiene, a balm, scrub or mask that has been opened or used cannot be returned for a change of mind. A product that arrives damaged, leaking, with a broken or missing seal, past its date or wrong is replaced or refunded: send us a photo by e-mail, there is nothing to mail back.
What unopened means: the cap of the jar has never been unscrewed, the seal the jar was delivered with is intact, and nothing has been taken out of it. You are welcome to open the shipping box and look at the jar, its color and its label.
Who pays the return shipping: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it. We send you the return address before you send anything, so you can check the cost first.
Please send a returned jar with padding around it, in a sturdy box, so it travels well.
Opened or used products
For hygiene, a lip balm, the lip scrub or the lip mask cannot come back for a change of mind once its jar has been opened or the product has been used. These products touch your lips. Once the cap has come off, no one can know what has touched the balm inside, so an opened jar can never go to anyone else.
This rule applies to a change of mind only. It never applies to a product that arrives damaged, leaking, melted, with a broken seal, past its date or wrong: those are handled as explained in Damaged, leaking or wrong items, even if you have opened the jar to find the problem.
Damaged, leaking or wrong items
A package can be knocked about or left in the heat on the way, and a mistake can happen. If a product arrives cracked or broken, leaking, melted, with a broken or missing seal, past the date printed on it, or not what you ordered, or if something is missing:
- Do not use it.
- Take a photo of the jar, its cap and seal, its label (with the batch code and date if you can read them), the packaging and the shipping label.
- E-mail it to contact@mouebalm.com with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier.
- We reply within 2 business days, and the product is replaced or refunded. If a replacement is not available, we refund it. There is nothing to mail back.
A mistake on our side costs you nothing: if we ever need to see a product, we pay for the return shipping and tell you how in our reply.
A cracked or broken jar: keep children and pets away from it, pick up the pieces with care (wear gloves if they are sharp), wipe up the balm with a paper towel and wash your hands. Take the photo first, then put everything in a closed bag in your household trash. Never mail back a broken jar.
A melted jar: a balm softens above about 86°F (30°C). If a jar arrives melted, leaking or with the balm run out of place, it counts as damaged: send us a photo, as above.
Damage that happens after delivery is not covered by this section, for example a jar dropped on the floor or left in a hot car.
If a product did not agree with you
If redness, itching, swelling, a rash or any other reaction appears, stop using the product, wipe it off and rinse your lips with water. Ask a doctor if the reaction does not settle, or right away if it is strong. In an emergency, such as trouble breathing or swelling of the face or throat, call 911.
Then please tell us by e-mail, with "Safety" in the subject line, the product and what happened. As the responsible person for our cosmetics, we record every reaction report we receive and pass serious ones to the FDA, as the law requires. See Reporting a reaction. Write to us about your order at the same time, and we will look at it with you.
Problems after the return window
If you notice a problem with a product more than 30 days after delivery, please write to us anyway, with your order number, a short description and a photo. We will look at it with you. We offer no written warranty or guarantee beyond what the law gives you, and every product comes with the implied warranties that the law of your state gives you: nothing in our policies takes them away. See Implied warranties and your rights.
How to start a return
- E-mail us at contact@mouebalm.com within 30 days of delivery. Include your order number and the products you want to return.
- We reply within 2 business days with a return authorization, the return address and instructions. The return address may be outside the United States.
- Put the unopened jars in a sturdy box, with padding around them.
- Send the package within 30 days of our reply, with a tracked service, and reply to our e-mail with the tracking number. Keep your receipt until your refund arrives.
No return can be accepted without our authorization. Please never send anything to our mailing address: it is not a returns address, and a package sent without our instructions may never reach us.
Return shipping and the return address
- Who pays: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it.
- Where returns go: to the address in our return authorization e-mail. You get it before you send anything, so you can check the shipping cost first. Because that address may be outside the United States, a change-of-mind return can cost more than a parcel sent within the country, and the carrier may ask you to describe the contents for customs.
- Our mistake, damage or a leak: there is nothing to mail back. If we ever need to see a product, we pay for the return shipping.
Refunds
- We check every return when it arrives and e-mail you to confirm.
- Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when there is nothing to mail back. Your bank or card issuer may need a few more days to show it on your statement.
- For each returned product, you get back the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. The return shipping of a change of mind is not refunded.
- If a returned jar arrives opened or with its seal broken, we cannot take it back for a change of mind. We e-mail you a photo, explain why, and agree with you how it goes back to you.
Cancellations
You can cancel your order free of charge at any time until it ships.
- How to cancel: e-mail us at contact@mouebalm.com with your order number and "Cancel" in the subject line, as soon as possible.
- What counts is when your e-mail reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation e-mails before every order leaves.
- Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by e-mail.
- If it left anyway: if your e-mail reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
- Part of an order: you can also cancel one product, the same way, until the order ships.
- If you write after it has shipped: the order can no longer be canceled. Unopened products can then come back as described in Changed your mind. Please accept the delivery rather than refuse it: see Refused packages.
- If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.
Lost packages
If the carrier confirms that your package is lost, or it has still not arrived once the carrier's search is over, we reship your order or refund it in full, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.
Orders for someone else
If another adult ordered MOUE products for you, the same conditions apply, and you can contact us yourself about a damaged, leaking or wrong product. A refund always goes to the original payment method of the person who placed the order.
Your rights
This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not take them away.
Questions
E-mail us at contact@mouebalm.com. We reply within 2 business days.