Refund, Return & After-Sales Service Policy

Due to the unique nature of cross-border shopping, MiauMall does not allow users to return or refund orders without reason (including brand direct-supply products). Please contact our online customer service if you have any questions or concerns.

Our service policy involving the return of goods follows these general principles:

(1) If the product came with a gift (via MiauMall, the product brand, or any other offer), the customer must also return the gift along with the returned product(s).

(2) The returned product(s) must remain intact in such a way that it does not affect the secondary sale of the product. Product(s) intact refers to the goods and packaging that are whole and undamaged and maintain their original quality and function. This includes the goods themselves, packaging, accessories, gifts, accompanying trademark tags, instructions and all other elements.

The following cases will not be eligible for a return or refund:
Any goods not sold by MiauMall;
3C products with inconsistent serial numbers;
Products with counterfeit or fake labels;
Products with torn, altered or scratched labels;
Other goods that cannot be determined as being sold by MiauMall

MiauMall will also not accept returns if:
The product page clearly states that the product has a special status (i.e. defective or close to best-by/expiry date)
The goods have missing accessories, warranty cards, etc.
The goods do not match the main product

Product photos displayed on our website's product page are for reference only. MiauMall will not accept returns based on claims of product inaccuracy based on the image displayed on the product page. This is because companies may change or update the outer packaging of a product already being sold before MiauMall updates the product image.

MiauMall will not accept returns if the customer misinterprets the use of the product or issues arising due to the lack of customer's ability, environmental reasons or product attributes. For instance, if a cosmetic product does not match the user's skin tone, MiauMall will not be liable for the result of said product.

We will also not accept returns due to unauthorized repair, misuse, collision, negligence, abuse, fluid ingress (water damage), accident, alteration, or incorrect installation caused by the goods' quality, torn or altered labels, machine serial numbers, or security markings.

MiauMall will only accept returns if the customer contacts MiauMall customer service within seven days of the customer signing for the package upon delivery or otherwise discussed with customer service.

MiauMall sells authentic products from Japan only. If customers question whether the source of the goods is genuine from Japan, please produce a quality test report and written identification documents issued by a relevant and authorized testing agency. Otherwise, we will not accept the request.

Beauty and skin care products may contain ingredients that trigger an allergic reaction and may not be suitable for all skin or hair types. Please carefully read the ingredients list of the product before purchasing. If you are unsure if the product you purchased will cause an allergic reaction, test a small sample of the product first or avoid use altogether.

As shoes, clothes and other such products sold on MiauMall are often handmade products, normal workmanship problems may appear, such as slight traces of rubber overflow, scattered lines and so on. There may be slight deficiencies in the aesthetic aspect, but the clothing specifications and structure may have no problems, may not have quality problems, and may not affect the normal wear of the item. In this case, a refund will not be issued.

Fluctuating temperatures or weather changes may have an effect on food products such as chocolate and candy during shipping. We are not liable and will not accept refunds for products affected by uncontrollable external forces such as temperature or weather.

If the number of items does not match the number in the order placed, our customer service will confirm with the warehouse staff. We will provide a video of the packer of our warehouse as proof of correct packing. MiauMall will not be liable for the loss of an item if the item count of the order is correct and the outer packaging is in good condition with no signs of opening.

If the customer's country has special importing requirements, it is the responsibility of the customer to pay for any additional surcharges and/or handle other related documentation requirements.
For example, if importing goods to Bulgaria requires a personal EORI account, we are not responsible for providing this number.

Customers will be held responsible for their country's importing customs and regulations. Please be advised of all relevant matters in advance.

Valid Reasons For Refunds

Due to the particulars of overseas shopping, MiauMall does not support returns or refunds without a valid reason for the time being. However, we do provide refunds or returns in the following circumstances.

A: Merchant and Third-Party Reasons
Quality-related Problems: If there are issues regarding the quality of the goods, please conduct a quality test report when applying for a return or refund. Missing package or wrong delivery caused by a mistake on MiauMall's part*
Damage, loss and other conditions recognized by the third-party logistics/courier

*MiauMall is not liable for package loss or return caused by an error on the user's part (such as incorrect recipient information, including address, name, telephone and email, or failure to contact the courier company or MiauMall in a timely manner). Freight charges incurred during shipment or reshipment will be borne by the party at fault.

B: Own reasons
We do not offer returns or refunds without a valid reason. However, in case of special circumstances, please contact MiauMall online customer service.

C: Issues regarding beauty equipment

All beauty equipment sold by MiauMall includes the original warranty. If any quality issues arise during the warranty period, you can contact customer service to apply for a repair.

The user will bear the international courier costs if it is necessary to send the product back to the original factory.

a. However if the manufacturer finds that a manufacturing problem caused the issue, MiauMall will refund the repair and international shipping costs.

b. Be aware that if the manufacturer finds that the issue is caused by damage due to improper personal use by the user, the user will be responsible for any repair and international shipping costs.

Please test the product upon arrival of your order.

Applying for a Refund

A: Refunds can be requested when an order has been paid for and not shipped, cancelling the order. However, some exceptions may apply.

To begin the refund process, contact us immediately to request the refund and let us know the reason for the refund, including any details and/or descriptions.

Some products are not refundable after payment. Non-refundable products include contacts, high-priced products (i.e. beauty devices, universal links, niche personalized products, etc.) and other products, which will have disclaimers noting they are non-refundable.

B: After an order has been paid for and shipped, you can still contact us for after-sales service.

(1) Please be prepared to provide relevant details and to upload relevant photos for proof.

If there are damages or other abnormalities with the product, you must take photos of the parcel's outer packaging and the product. Refunds can be made when all refund conditions are met. For this reason, we recommend taking a photo of your package before opening it anytime an order is delivered.

Notes:

*The window for after-sales service is a seven-day period after the parcel is signed for.

*The content of the return form must include the order number, username, contact number, and the reason for return. This will be filled in by a MiauMall customer service representative, and the customer must confirm the accuracy of the information.

*If the product is sent back without first contacting MiauMall customer service and the package is lost, MiauMall will not be held responsible for the loss of the parcel. In such an instance, the user will bear all related losses.

General Refund Notes

A: Refund for Discounted Items
If the refund is for an item purchased at a reduced cost (coupon, sale event, etc.), the refunded amount will be the total amount paid by the customer after the discount. When the order is refunded, any coupons, points used, or points generated by the order will not be returned.

B: Refund Arrival Time
MiauMall will usually process the refund within 3 business days of receiving the refund request. The actual refund arrival time is subject to the timing of the third-party payment institution.

C: Description of Refund Handling Fee
As some third-party payment companies incur handling fees for transactions, the user will bear the handling fees when a refund is made.

Postage and Taxes

A: Postage
(1) In the case of the return or resending/replacement of products due to error on the user's part, the user will be responsible for the postage surcharge, and any subsequent resending/replacement postage fees.

(2) If the product is returned or re-shipped due to errors on MiauMall's side, the courier company, or third-party force majeure, the postage and subsequent reshipping/replacement postage fees will be borne by MiauMall.

Note: When returning goods, please choose the same shipping method as MiauMall for mailing.

Tax

(1) If the goods are taxed due to the user error or user-related reasons, the user will be responsible for the taxes incurred.

(2) If the goods are taxed due to logistics, third-party force majeure or MiauMall, MiauMall will be responsible for the taxes incurred.

Package Arrival

If you receive the package and find that the parcel box is broken or seems unnaturally unpacked, please take a picture of the package before opening it.

If you find issues such as missing pieces or damaged goods after unpacking, please take photos, keep the package box, and contact MiauMall customer service.

Best-Before Date Sale Products & Expired Order Refunds

Some products near or past their "best before" date are sold at a special discounted price, which will be marked to indicate that they qualify for this deal. These items are not eligible for returns for reasons such the product being close to or past its best-before and/or expiry date or expired due to mailing issues.

However, if you purchased a product at its regular price but the product is close to or past its expiration date on delivery, please contact customer service, and we will process an exchange or refund for that product.

Missing Items

Items may be missing from your package for a variety of reasons. Items may not be received due to some unavoidable circumstances (such as manufacturer shutdown or product discontiuation) resulting in MiauMall’s inability to send the product. In this situation, before the package is sent, we will contact you by email, text message, telephone, etc. If all contact methods go unanswered, we will arrange the delivery of your other products first, place a small note in the box to inform you of the product's 'out of stock' status, and handle the refund of the missing product(s). Refunds will usually be credited back to the original payment account in around 5-7 business days. If you still haven't received it after this timeframe, please promptly contact customer service.