Returns
Last updated: April 30, 2026
This Returns & Refunds Policy explains how Mobius handles order cancellations, returns, exchanges, damaged or defective items, incorrect shipments, and certain delivery-related issues for orders placed through our website.
1. Order Cancellations Before Shipment
You may request to cancel an order before it has been processed for fulfillment or dispatched.
Once an order has entered fulfillment, cancellation is not guaranteed. For more details, refer to our Shipping & Delivery Policy.
If Mobius is able to cancel your order before it ships, we will issue a refund to your original payment method.
Once an order has been dispatched or transferred to the carrier, it cannot be canceled. If the order is eligible for return after delivery, it may be handled under this Returns & Refunds Policy.
2. Ordinary Returns
Mobius accepts ordinary returns (understood as preference-based and change-of-mind returns) of eligible products within 30 days after delivery.
To be eligible for an ordinary return, the product must be:
- unused,
- unopened,
- in its original primary packaging,
- with all seals, closures, protective packaging, jar components, and capsules intact, and
- accompanied by proof of purchase, such as an order number, digital receipt, or physical receipt.
Original outer shipping packaging is not required, but returned items must be repackaged safely. Mobius may deny a refund if return packaging is negligent and the returned product is damaged in transit as a result.
3. Items That Are Final Sale or Not Eligible for Return or Refund
The following items are not eligible for ordinary return or refund unless they are damaged, defective, incorrectly shipped, or otherwise required by law:
- opened skincare products,
- used skincare products,
- products with missing, broken, or altered seals or protective packaging,
- products with missing primary packaging components, including missing jars, caps, or capsules,
- final sale or promotional items,
- gift cards,
- products not purchased directly from Mobius,
- non-skincare merchandise and apparel,
- returns requested more than 30 days after delivery.
Non-skincare merchandise and apparel are final sale because they may be limited-edition. They may only be returned or exchanged if they arrive damaged, defective, or incorrectly shipped.
Shipping fees for all orders are non-refundable.
4. Exchanges
For eligible unopened and unused products returned within the 30-day return window, Mobius may offer an exchange instead of a refund.
Exchanges are not available for opened refills.
Subscription refill products may only be exchanged if Mobius shipped the wrong product in error.
5. Return Authorization
Customers must contact Mobius before beginning a return.
Mobius may require additional information, photos, or documentation before approving a return, exchange, replacement, or refund.
Returns sent without prior authorization may be refused or may not qualify for a refund.
6. Return Shipping Costs
For ordinary returns (preference-based returns, including change-of-mind returns and voluntary exchanges), the customer is responsible for return shipping costs.
If Mobius provides a return label for an ordinary return, the cost of that label may be deducted from the refund where permitted by applicable law.
Mobius will cover return shipping costs or provide an appropriate remedy when the return is due to a shipment error, a defective item, a damaged item, or an incorrect item.
7. Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as it arrives.
If your order arrives damaged, defective, incorrect, or with missing contents, contact Mobius within 7 days after delivery at hello+customercare@mobiuscosmetics.com.
Your claim should include:
- your order number,
- a description of the issue,
- photos of the top, bottom, front, and back of the product,
- a top-down photo of the product with the cap removed so the inside can be seen,
- a photo specifically showing the claimed damage or defect, and
- if applicable, photos of the shipping box or mailer if it also shows significant damage.
Please keep as much of the product packaging and shipping packaging as possible until the matter is resolved.
Some investigations may be resolved remotely. In other cases, Mobius may require the item to be returned before issuing a replacement or refund. If a return is required for investigation, Mobius will provide a return label.
If Mobius confirms that the item was damaged, defective, incorrect, or missing due to a Mobius or carrier issue, Mobius may offer a replacement, refund, store credit, or another appropriate remedy.
8. Lost or Non-Delivered Orders
Lost in Transit
If your package appears to be lost in transit, please contact Mobius if tracking has not updated or the order has not arrived within 7 business days after the estimated delivery window.
Mobius may ask you to confirm your shipping address and cooperate with the carrier’s missing-mail or claim process.
Marked Delivered but Not Received
If tracking shows that your package was delivered but you have not received it, please contact Mobius within 7 days after the delivery scan.
Before contacting us, please check your mailbox, porch, parcel locker, mailroom, building office, household members, and nearby neighbors.
Packages marked as delivered by the carrier are reviewed differently from packages lost in transit. Refunds, replacements, or store credit for delivered-but-not-received packages are not guaranteed and may be offered at Mobius’s discretion after review.
9. Subscription Orders
Canceling a subscription stops future subscription renewals only. It does not cancel a subscription order that has already processed, entered fulfillment, or been dispatched. For more details, refer to our Shipping & Delivery Policy.
Shipped refill orders follow the same return rules as standard orders, except that refills cannot be exchanged for other products unless Mobius shipped a different product than what was purchased.
Opened refills are not eligible for return.
If an eligible subscription-first order is returned, any refund will be based on the price actually paid for that order, including any subscription-first discount, and not the higher non-subscription price.
One-time products added to subscription refill shipments follow the same return rules stated in this policy.
10. Inspection, Denial, and Policy Violations
Returned items will be inspected when received.
Mobius may deny a refund, exchange, or replacement if inspection shows that:
- the product was opened or used when the return was approved only for unopened and unused goods,
- packaging, jars, caps, capsules, seals, or protective materials are missing,
- the product shows signs of tampering,
- the product was damaged due to negligent repackaging during return shipment,
- the product was misused,
- the damage or defect was caused by the customer, or
- the return otherwise does not comply with this policy.
If a claim is denied during remote investigation before any return is sent, the customer may keep or dispose of the item after the investigation concludes.
If a product has already been returned to Mobius and is later found during inspection to violate this policy, the item will not be returned to the customer and may be disposed of for safety reasons.
Mobius reserves the right to refuse returns, refunds, or exchanges in cases of suspected fraud, misuse, or abuse of this policy.
11. Refund Processing
Approved refunds for eligible returned items are issued to the original payment method.
For ordinary approved returns, refunds are typically processed within 3–5 business days after the returned item is received and inspected.
Depending on your bank, credit card company, or payment provider, it may take an additional 3–7 business days for the refund to appear in your account.
Original shipping charges are non-refundable unless the refund is due to a Mobius error, a defective item, a damaged item, an incorrect item, approved non-delivery, or another reason required by law.
If Mobius cancels an unshipped item or order, refund timing for that unshipped merchandise will be handled separately under the applicable shipping and order-cancellation terms.
12. Contact
For returns, refunds, exchanges, or claims, please contact our Customer Support at: