Refund policy

Your rights come first

Nothing in this policy excludes a mandatory consumer right that applies where you live. This includes the Australian Consumer Law, New Zealand consumer guarantees where applicable, UK statutory consumer rights, and any non-excludable rights that apply in Singapore or the United States.

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.

Depending on the applicable law and the nature of the problem, the remedy may be a repair, replacement, price reduction or refund. Where the law gives you the choice of remedy, that choice remains yours.

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

Except where mandatory law gives you a cancellation right, we don't offer voluntary change-of-mind returns.

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.

United Kingdom online-order cancellation

If you are a UK consumer, you may cancel an eligible online order by telling us within 14 days after delivery, then return it within the following 14 days. Email us before sending anything so we can provide instructions. You are responsible for the direct return cost unless the item is faulty, damaged or not as described.

We refund eligible returned goods and the least expensive standard outbound-delivery charge within the period required by law. We may reduce the refund if handling beyond what is reasonably necessary has reduced the item's value. The cancellation right does not apply to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. This exception does not remove your rights if the goods are faulty, damaged or not as described.

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.