Refund policy

At Mixna, we want every customer to shop with confidence. If you are not completely satisfied with your purchase, you may request a return within thirty (30) calendar days from the date your order is marked as delivered by the shipping carrier.

To be eligible for a return, the item must be returned in its original condition and must comply with all requirements outlined in this policy. Returned merchandise must be free from significant signs of use, misuse, alteration, damage, or excessive handling beyond what is reasonably necessary to inspect the product after delivery.

Items should be returned with all original components whenever applicable, including packaging, accessories, manuals, inserts, labels, protective materials, and any promotional items that were included with the purchase. Failure to return all included components may affect eligibility for a full refund.

Customers must submit their return request within thirty (30) days of delivery. Requests submitted after the return period may not be accepted unless otherwise required by applicable consumer protection laws.

Proof of purchase is required for all return requests. We may request additional information to verify ownership of the order and evaluate eligibility for a return, refund, replacement, or other appropriate resolution.

Customer Responsibility for Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for the cost of returning items to us when requesting a return for reasons including but not limited to:

  • Change of mind.
  • Accidental purchase.
  • Ordering the wrong item.
  • Ordering the wrong size, color, model, or variation.
  • No longer wanting the product.
  • Personal preference.
  • Finding an alternative product after purchase.
  • Any return request not related to a verified defect or fulfillment error.

The customer is responsible for arranging and paying for return shipping in these circumstances. Original shipping fees paid during checkout are generally non-refundable unless otherwise required by law.

Customers are strongly encouraged to use a shipping method that includes tracking information and delivery confirmation. The customer assumes responsibility for the returned package until it is successfully delivered and received at the designated return location.

Mixna cannot be held responsible for return shipments that are lost, stolen, delayed, damaged, or misdirected while in transit back to the return facility. Customers should retain shipping receipts and tracking information until the return process has been fully completed.

Items Received Damaged, Defective, or Incorrect

We carefully strive to ensure that every order is accurately processed and shipped. However, if you receive an item that is damaged, defective, or materially different from the item ordered, please contact our customer support team as soon as possible after delivery.

To assist with the evaluation of the claim, customers may be asked to provide:

  • The order number.
  • A description of the issue.
  • Photographs of the item received.
  • Photographs of the packaging.
  • Photographs of any visible damage or defects.
  • Additional information reasonably required to investigate the issue.

Upon review and verification of the claim, we may offer an appropriate resolution, which may include a replacement item, partial refund, full refund, store credit, or another remedy deemed appropriate under the circumstances.

Where a return is approved because the product was received damaged, defective, or due to an error made during order fulfillment, Mixna may provide instructions regarding the return process and may, at its discretion, cover reasonable return shipping costs associated with the approved claim.

Condition of Returned Merchandise

All returned items are subject to inspection upon arrival. Returned products must match the condition described during the return request process.

Returns may be refused, partially refunded, or otherwise adjusted if inspection reveals that:

  • The item has been used beyond reasonable inspection.
  • The item has been damaged after delivery.
  • Parts, accessories, manuals, or packaging are missing.
  • The item was altered or modified.
  • The product is not the item originally purchased.
  • The return request contains inaccurate or misleading information.

Any determination regarding the condition of returned merchandise will be made following reasonable inspection procedures and applicable consumer protection requirements.

Refund Processing

Once a returned item is received and inspected, customers will be notified regarding the outcome of the return review. If approved, refunds will generally be issued to the original payment method used for the purchase.

Refund processing times may vary depending on the payment provider, financial institution, payment method, and other factors outside our control. Customers should allow sufficient time for financial institutions to complete processing after a refund has been authorized.

Shipping charges, handling fees, customs fees, duties, taxes, and similar costs may not be refundable in all circumstances unless required by applicable law.

Non-Returnable Products

Certain products may not be eligible for return due to hygiene, safety, customization, legal restrictions, or the nature of the product itself. Such exclusions may include customized items, personalized products, products made to customer specifications, and other categories identified at the time of purchase.

Nothing in this policy shall limit any mandatory rights provided to consumers under applicable laws and regulations.

Contact Information

For questions regarding returns, refunds, replacements, or return shipping procedures, please contact:

Mixna
Email: support@mixna.shop
Phone: +33 5 76 87 65 68
Address: 26 Avenue Gabriel, Paris 75008, France