1. Overview
At Mownii, we are committed to providing a fair, transparent, and customer-focused refund process. This Refund Policy explains when a customer may be eligible for a refund, how refund requests are reviewed, how refund amounts are calculated, how refunds are issued, and how mandatory consumer rights are protected.
This policy should be read together with Mownii’s Cancellation Policy, Return & Exchange Policy, Shipping Policy, Terms and Conditions, and Privacy Policy.
Nothing in this Refund Policy excludes, limits, or overrides any mandatory consumer right available under the laws of the customer’s country, state, province, or region.
2. When a Refund May Be Available
A refund may be available where appropriate, including in situations such as:
- A product is damaged
- A product is defective
- The wrong product is delivered
- An item is materially different from its listing
- An order is cancelled successfully before irreversible fulfillment
- A shipment is confirmed lost
- A product is returned under an eligible return or withdrawal right
- Mownii or its fulfillment partners cannot complete the order
- A duplicate or unauthorized charge is confirmed
- Applicable consumer law requires a refund
The appropriate remedy may depend on the nature of the issue and applicable law.
3. Damaged, Defective, Incorrect, or Misdescribed Products
Customers should contact Mownii as soon as reasonably possible if a product arrives:
- Damaged
- Defective
- Incorrect
- Incomplete
- Materially different from the product description
- Missing essential components
Customers are encouraged to provide:
- Mownii order number
- Description of the issue
- Photographs or video where reasonably available
- Photographs of packaging where shipping damage is involved
Reporting visible damage within 48–72 hours can help Mownii investigate the issue more efficiently. However, this recommended reporting period does not limit statutory rights, legal warranty rights, conformity rights, or other mandatory consumer protections.
Depending on the circumstances, Mownii may provide:
- Full refund
- Partial refund
- Replacement
- Exchange
- Repair where appropriate
- Other remedy required by applicable law
Where the problem is attributable to Mownii, the seller, supplier, carrier, or fulfillment process, Mownii will handle applicable costs in accordance with mandatory law.
4. Successful Order Cancellation
Where an eligible order is successfully cancelled before shipment or irreversible fulfillment, Mownii will initiate the applicable refund.
If payment has only been authorized but not captured, the payment may be released or voided instead of refunded.
The time required for an authorization hold to disappear is determined by the customer’s bank, card issuer, wallet provider, or payment processor.
Cancellation eligibility is governed primarily by Mownii’s Cancellation Policy.
5. Returns and Refunds
Customers who return an eligible product in accordance with Mownii’s Return & Exchange Policy may receive a refund after the return has been received, verified, or otherwise approved.
A physical return may not always be required. In certain cases, Mownii may approve a returnless refund where returning the product would be impractical, disproportionate, unsafe, or commercially unreasonable.
6. Standard Voluntary Return Period
Unless otherwise required by applicable law or clearly disclosed for a particular product, eligible products may generally be returned within 30 days of delivery under Mownii’s standard return framework.
Conditions for voluntary returns are described in the Return & Exchange Policy.
Mandatory rights for defective, damaged, non-conforming, or misdescribed goods may continue beyond the voluntary 30-day period.
7. EU, EEA, UK, and Similar Statutory Withdrawal Rights
Customers in certain jurisdictions may have mandatory cooling-off or withdrawal rights for eligible distance purchases.
For example, consumers in the European Union, European Economic Area, United Kingdom, and certain other jurisdictions may generally have a statutory withdrawal period for eligible online purchases.
These rights operate independently from Mownii’s voluntary refund policy.
Where applicable law provides a more favorable withdrawal, return, or refund right, the mandatory local rule will prevail.
8. United States and Other International Markets
Refund rights vary by jurisdiction.
Mownii will comply with applicable U.S. federal and state consumer-protection laws and with mandatory consumer rules in the countries and regions where it serves customers.
Nothing in this policy is intended to waive a right that cannot legally be waived.
9. Products That May Be Excluded From Voluntary Refunds
Where permitted by applicable law, certain products may be excluded from voluntary refunds, including:
- Perishable or rapidly deteriorating goods
- Opened hygiene or personal-care products where legal health-protection exceptions apply
- Opened cosmetics or sanitary goods where legally permitted
- Customized, personalized, engraved, or made-to-order products
- Activated or consumed digital content where legally valid consent requirements have been satisfied
- Gift cards, prepaid cards, or certain vouchers
- Intimate or sanitary goods where applicable law permits exclusion
- Other items clearly disclosed as legally non-returnable before purchase
These exclusions do not remove mandatory rights relating to:
- Defects
- Damage
- Safety
- Misdescription
- Non-conformity
- Other statutory consumer protections
10. Clearance and Final-Sale Items
Products marked as clearance, liquidation, or final sale may have limited voluntary refund eligibility where permitted by law.
However, a “final sale” designation does not eliminate mandatory rights where a product is:
- Defective
- Damaged
- Incorrect
- Unsafe
- Misdescribed
- Otherwise non-conforming
11. How to Request a Refund
Customers may request assistance through the Mownii website, mobile application, Help Centre, or official support channels.
Customers may be asked to provide:
- Order number
- Product concerned
- Reason for the refund request
- Supporting photographs or video where relevant
- Relevant delivery or tracking information
- Preferred resolution where options are available
Mownii may request reasonable information necessary to verify the claim, but will not require unnecessary personal information.
12. Return Authorization
Where a physical return is required, customers should follow Mownii’s authorized return instructions.
Customers should not send products to an address obtained independently from a supplier, old shipping label, or prior transaction unless Mownii confirms that address for the current return.
Sending an item to an incorrect or unauthorized location may delay processing.
An otherwise valid statutory refund right will not be improperly denied solely because of an internal procedural error where applicable law protects the underlying right.
13. Inspection of Returned Products
Returned products may be inspected to confirm:
- Product identity
- Reported defect or damage
- Completeness
- Product condition
- Included accessories
- Evidence of misuse or unauthorized alteration
Inspection procedures will not be used to improperly delay or deny a mandatory consumer remedy.
14. Condition of Voluntary Returns
For voluntary returns, products should generally be:
- Complete
- Properly packaged
- In substantially the same condition as received
- Free from customer-caused damage
- Accompanied by included accessories and components
Where legally permitted, Mownii may make a reasonable deduction if the value of a returned product has been diminished through handling beyond what was necessary to inspect its nature, characteristics, and functionality.
Any deduction must comply with applicable law.
15. Full Refunds
A full refund may be appropriate where, for example:
- An eligible order is cancelled before fulfillment
- A product is confirmed lost and replacement is not provided
- An item is materially defective
- A wrong item is delivered
- A product materially differs from its listing
- Mownii cannot fulfill the order
- Applicable law requires a full refund
Where required by law, refundable amounts may include eligible shipping charges, taxes, and other mandatory charges.
16. Partial Refunds
A partial refund may be appropriate where:
- Only part of a multi-item order is refunded
- The customer voluntarily accepts a partial refund instead of returning the product
- The product has suffered customer-caused loss in value and applicable law permits a deduction
- Some, but not all, components of an order are affected
- Another proportionate remedy is appropriate
Mownii will not use partial refunds to avoid a customer’s right to a full refund where a full refund is legally required.
17. Refunds Without Return
Mownii may approve a refund without requiring the product to be returned where appropriate.
Examples may include:
- Low-value items where return shipping is disproportionate
- Products damaged beyond practical recovery
- Cases where the supplier authorizes a returnless remedy
- Safety concerns
- Other commercially reasonable circumstances
A returnless refund is determined on a case-by-case basis and does not create a general right to retain all refunded products.
18. Original Shipping Charges
Original shipping charges may be refundable where:
- Mownii or the responsible fulfillment party made an error
- The order was cancelled before shipment and the shipping charge was not incurred
- Applicable law requires reimbursement
- The entire eligible purchase is withdrawn under a statutory consumer right requiring standard delivery reimbursement
Premium or expedited delivery charges may be treated differently where applicable law permits.
19. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Mownii or the responsible seller/fulfillment party will generally bear reasonable return shipping costs where:
- The wrong product was sent
- The item arrived damaged
- The product is defective
- The product materially differs from its listing
- The return results from Mownii or fulfillment error
- Applicable law requires the seller to bear the cost
The customer may be responsible for return shipping for a voluntary change-of-mind return where permitted by law.
20. Taxes, VAT, GST, and Duties
Where Mownii collected taxes, VAT, GST, or other refundable charges on an eligible refunded amount, those amounts will be handled in accordance with applicable tax and consumer law.
Customs duties, brokerage fees, or taxes collected directly by government authorities or third-party carriers may require a separate refund process outside Mownii’s direct control.
Mownii will provide reasonable supporting documentation where available.
21. Refund Method
Refunds will generally be issued to the original payment method used for the transaction.
A different method may be used where:
- The original payment method cannot receive the refund
- Applicable law requires another method
- The customer voluntarily agrees to another lawful refund method
Customers will not be forced to accept store credit where applicable law requires a monetary refund.
22. Mownii Wallet and Store Credit
Where the customer originally paid using a Mownii Wallet balance or other account credit, the eligible amount may be returned to the same balance where appropriate.
Where store credit is offered as an alternative remedy, customers may choose it voluntarily unless applicable law permits another arrangement.
Store credit should not replace a mandatory cash/payment-method refund without lawful basis or customer agreement.
23. Refund Processing Time
After a refund has been approved, Mownii will initiate it as soon as reasonably practicable.
Internal processing may generally take approximately 5–10 business days, depending on:
- Return inspection
- Payment method
- Order complexity
- Fraud or security verification
- Supplier or carrier investigation where relevant
This is an operational estimate, not a waiver of any shorter mandatory refund deadline imposed by applicable law.
24. Bank and Payment-Provider Processing Time
After Mownii initiates a refund, additional processing time may be required by:
- Card issuer
- Bank
- Digital wallet
- Payment processor
- Payment network
These external posting times are outside Mownii’s direct control.
Customers may contact their financial institution if the refund does not appear after Mownii confirms it has been processed.
25. Payment Authorization Holds
If an order is cancelled before the payment is captured, the customer may see a pending authorization disappear rather than a separate refund transaction.
Authorization-release timing depends on the customer’s bank or payment provider.
26. Currency Conversion
Where the customer’s payment account uses a currency different from the transaction currency, the final credited amount may be affected by:
- Exchange-rate movements
- Card-network conversion
- Bank conversion
- Payment-provider conversion
Mownii will process the applicable refund amount in accordance with the original transaction and governing law but cannot control independent currency-conversion rates or fees imposed by financial institutions.
27. Lost, Missing, or Undelivered Orders
Where a shipment appears lost, missing, or undelivered, Mownii may investigate with the:
- Carrier
- Supplier
- Warehouse
- Fulfillment partner
Depending on the outcome and applicable law, an appropriate remedy may include:
- Refund
- Replacement
- Reshipment
- Other legally required solution
Customers should not bear the risk of loss where applicable law places delivery risk on the seller until successful delivery.
28. Delayed Orders
A delivery delay does not automatically require cancellation or refund in every case.
However, where the delay becomes material or exceeds a legally required delivery period, customers may have additional rights, including cancellation or refund.
Mownii will comply with applicable mandatory delivery and refund rules.
29. Incorrect Delivery Address
Where delivery fails because a customer provided an incorrect or incomplete address, any refund may be adjusted for reasonable, legally permitted costs actually incurred.
This provision does not apply to failures caused by Mownii, its supplier, or carrier.
30. Refused or Unclaimed Deliveries
If a customer refuses or fails to collect a shipment without following an applicable return process, reasonable shipping, return, or customs costs may be deducted where legally permitted.
Mandatory consumer rights remain unaffected.
31. Unauthorized or Duplicate Transactions
Customers should contact Mownii promptly if they believe a transaction is:
- Unauthorized
- Duplicated
- Incorrectly charged
Mownii may investigate the transaction with the relevant payment provider.
Confirmed duplicate or unauthorized charges will be resolved in accordance with applicable payment laws, card-network rules, fraud procedures, and consumer protections.
32. Chargebacks and Payment Disputes
Customers may have rights to dispute transactions directly with their payment provider.
Where a chargeback or payment dispute has already been initiated, Mownii may coordinate the refund process through the relevant payment provider to avoid duplicate reimbursement.
Mownii will not retaliate against customers for lawfully exercising payment-dispute rights.
33. Promotional Discounts and Coupons
Where an order benefited from:
- Coupon
- Discount
- Promotional credit
- Reward
- Voucher
- Minimum-spend promotion
the refund amount may be recalculated according to the original promotion terms and applicable law.
If only part of the order is refunded, the remaining transaction may be reassessed where the promotion depended on an order-value threshold.
Any recalculation must not improperly reduce a mandatory refund.
34. Gift Cards and Prepaid Credits
Gift cards, prepaid balances, and certain digital credits may be subject to separate refund restrictions where permitted by applicable law.
Mandatory rights concerning invalid, defective, unauthorized, or unlawfully issued instruments remain unaffected.
35. Product Safety and Recalls
Where a product is affected by a safety recall or serious regulatory notice, Mownii may provide special:
- Refund instructions
- Return instructions
- Disposal instructions
- Replacement options
These remedies may apply even after an ordinary return period has expired.
36. Fraud Prevention and Refund Abuse
Mownii may investigate refund requests involving suspected:
- Fraud
- Product substitution
- Deliberate damage
- False delivery claims
- Repeated abusive refund behavior
- Account compromise
- Unauthorized transactions
- Policy manipulation
Where abuse is reasonably established, Mownii may take proportionate action where legally permitted.
Fraud-prevention measures will not remove legitimate statutory consumer rights.
37. Account Restrictions
Serious or repeated fraudulent or abusive activity may result in security review, restrictions, or other measures under Mownii’s Terms and Conditions.
Such measures will be proportionate and consistent with applicable law.
38. Statutory Warranty and Conformity Rights
This Refund Policy does not replace statutory rights relating to product conformity, legal warranties, or consumer guarantees.
Customers may have remedies beyond Mownii’s standard voluntary return or refund periods where a product:
- Is defective
- Is unsafe
- Does not match its description
- Is not fit for its ordinary or agreed purpose
- Lacks promised characteristics
- Fails mandatory consumer guarantees
Where applicable law grants longer or stronger rights, those rights will prevail.
39. Relationship With Other Mownii Policies
This Refund Policy should be read together with:
- Cancellation Policy
- Return & Exchange Policy
- Shipping Policy
- Terms and Conditions
- Privacy Policy
Generally:
- Cancellation Policy governs stopping eligible orders before fulfillment.
- Return & Exchange Policy governs returning or exchanging products.
- Shipping Policy governs delivery, lost shipments, and logistics matters.
- Refund Policy governs reimbursement after cancellation, return, delivery failure, defect, or other approved remedy.
Where policies overlap, mandatory law prevails.
40. Consumer Rights
This policy is intended to operate globally.
Nothing in this Refund Policy excludes, restricts, or overrides mandatory rights that cannot legally be waived, including rights concerning:
- Refunds
- Returns
- Cancellation
- Withdrawal
- Defective goods
- Damaged goods
- Misdescribed goods
- Product conformity
- Delivery failures
- Unauthorized payments
- Consumer guarantees
- Statutory warranties
Where this policy conflicts with mandatory applicable law, the mandatory legal requirement will prevail.
41. Changes to This Refund Policy
Mownii may update this Refund Policy from time to time to reflect changes in:
- Business operations
- Payment systems
- Fulfillment processes
- Supported countries and regions
- Applicable laws
- Consumer-protection requirements
The current version will be published on the Mownii website and/or mobile application.
Material changes will apply prospectively where required by applicable law.
42. Contact
Customers who need assistance with a refund, cancelled order, returned product, damaged item, lost shipment, or payment issue may contact Mownii through the official support channels available on the Mownii website or mobile application.
Please provide the relevant Mownii order number and any useful supporting information so the request can be reviewed efficiently.
