Refund policy

Your rights come first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If something is faulty, damaged in transit, or not what we described, you're entitled to a remedy from us — and nothing in this policy, and nothing any supplier or carrier decides, changes that.

• For a major failure, you choose: a refund or a replacement.
• For a minor problem, we'll put it right — repair, replacement, or refund.

You're also entitled to compensation for any other reasonably foreseeable loss or damage.

If something's wrong with your order

Email remoza.ecom@gmail.com with your order number and a photo of the problem.

We won't ask you to ship it back. Your order travels from Seoul, and sending it back would cost more than the product is worth — that's our problem to solve, not yours. Once we've seen the photo, we refund or replace.

Refunds go back to your original payment method, normally within 5 business days of us approving it. How quickly it appears is up to your bank.

Change of mind

We don't accept change-of-mind returns, and we'd rather say so plainly than bury it.

Here's the honest reason: your order ships directly from our partner in Korea. A return means international freight back to Seoul, paid both ways, plus customs — on skincare that can't be resold once it's been opened. There's no version of that which ends well for you or for us.

So please check the size, the ingredients, and your routine before you order. If you're not sure what's right for your skin, email us first — we'd genuinely rather talk you out of the wrong product than refund it later.

This does not affect your rights above. Change of mind is not the same as a fault, and if a product is faulty, damaged, or not as described, you're covered regardless.

Parcels that don't arrive

If a parcel is refused, left unclaimed, or sent to an address that was entered incorrectly at checkout, we can't recover the goods or the freight, and we're not able to refund it. Please double-check your address.

If your parcel simply hasn't arrived, that's a different thing entirely — contact us. See our Shipping Policy for what to send us and how long transit normally takes.

Cancelling before dispatch

If your order hasn't been dispatched yet, email us and we'll cancel and refund it in full. Once it's handed to the carrier in Seoul, we can't pull it back.

Questions

remoza.ecom@gmail.com — we answer. If you're unhappy, tell us before you tell your bank; we'd like the chance to fix it.