Refund Policy

Introduction

Mownii is committed to providing a seamless, trustworthy, and customer-centric shopping experience. This Refund Policy applies to all purchases made through the Mownii platform and is fully aligned with EU Directive 2011/83 on Consumer Rights, as implemented under Luxembourg law. It also integrates global best practices for international transactions.

Eligibility for Refunds

A refund may be issued under the following conditions:

a. Product Not as Described / Defective Item

Customers are entitled to a refund if the product received is damaged, defective, or materially different from the description.

• Customers must notify Mownii within 48 hours of delivery with photo or video proof.

• Mownii will arrange a replacement or process a full refund, including shipping fees, where the seller or carrier is at fault.

b. Order Cancellation Before Shipment

If the order has not yet been processed or shipped, a full refund will be issued immediately.

c. Exercising the Right of Withdrawal (EU Customers)

In compliance with EU consumer laws, customers within the EU may return an item within 14 days of receiving it, without providing a reason.

• The product must be unused, in its original packaging, and in resalable condition.

• Refunds will be processed after the item is received and inspected.

d. Voluntary Returns (Non-EU Customers)

Customers outside the EU may return items within 7 days of delivery under Mownii’s voluntary goodwill program.

• Items must be unused and in original condition.

• Shipping costs are borne by the customer unless the product is defective.

Items Not Eligible for Refund

Consistent with global standards and EU exemptions, refunds cannot be issued for:

• Perishable goods

• Personal care or hygiene products once unsealed

• Digital products or downloadable content once accessed

• Customized or personalized items

• Gift cards, vouchers, or prepaid credits

• Final-sale or clearance items (except if defective)

Return Process

To initiate a return or refund request:

Contact Mownii Support via the Help Centre or email.
Provide order details, reason for return, and supporting evidence if applicable.
Mownii will provide a return authorization and the designated return address.
Items must be returned using a secure, trackable shipping method.

Note: Unauthorized returns or returns sent to the wrong address may delay or void refunds.

Condition of Returned Goods

Returned products must:

• Be unused, unaltered, and in original condition

• Include all accessories, manuals, and original packaging

• Show no signs of wear, damage, or missing components

Mownii reserves the right to refuse refunds for items that do not meet these criteria.

Refund Processing Timeline

Upon receiving and evaluating the returned item:

• Refunds are processed within 5–10 business days.

• Refunds will be issued to the original payment method only.

• Depending on the payment provider, it may take additional time for funds to appear in the customer’s account.

• Original shipping fees may be non-refundable unless required by law or if Mownii is at fault.

Partial Refunds

Partial refunds may be granted if:

• The returned item shows signs of use or damage not caused during shipping

• Accessories or components are missing

• Only part of a multi-item order is returned

Refund amounts will be adjusted accordingly following inspection.

Lost, Missing, or Undelivered Orders

If an order is lost or fails to arrive:

• Mownii will conduct a full investigation with the carrier.

• Customers may receive a replacement or a full refund depending on the outcome.

• Cases involving incorrect delivery addresses provided by the customer may not be fully refundable.

Fraud Prevention & Policy Misuse

Mownii reserves the right to decline refund requests that:

• Show patterns of excessive returns or misuse

• Involve fraudulent activity or manipulation

• Contradict platform safety or compliance requirements

Amendments to This Policy

Mownii may update this Refund Policy at any time to align with legislative changes, operational requirements, or marketplace enhancements. Updated versions will be published on the platform and become effective immediately unless otherwise specified.

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