Refund policy
We want you to love your Mistelle Eye Mist Massager. If something isn't right, here's how we can help.
30-day change-of-mind returns
You can return your order for a refund within 30 days of delivery if you've changed your mind. To be eligible, the item must be:
- unused, with the water chamber never filled
- in its original packaging, with all accessories and paperwork included
- in the same condition you received it
Because the massager is worn on the face, we can't accept change-of-mind returns on items that have been used. This is for hygiene reasons.
For change-of-mind returns, the customer pays the return shipping cost. We recommend a tracked service, because we can't refund items that are lost on the way back to us.
Faulty or damaged items
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your item arrives damaged, has a fault or doesn't match its description, please contact us as soon as possible with your order number and a photo or short video of the issue. We'll cover the return shipping and arrange a repair, replacement or refund, depending on the problem. These rights apply whether or not the 30-day change-of-mind period has passed.
How to start a return
- Email us at kax@mistelle.store with your order number and the reason for your return.
- We'll reply with the return address and instructions. Please don't send items back without contacting us first.
- Pack the item securely and send it back to us.
Refunds
Once we receive and check your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to show it.
Standard shipping is free, so there is no standard shipping charge to refund or deduct. If you paid for Express shipping and are returning an item for a change of mind, the Express fee is not refunded. If the item is faulty, we'll refund the Express fee too.
Mistelle Duo
If you bought the Mistelle Duo (2 devices) and want to return one unused device for a change of mind, we'll refund the difference between the Duo price you paid and the single-device price.
Exchanges
We sell one product, so we don't offer exchanges for change of mind. If your item is faulty, we'll replace it.
Questions
Email us at kax@mistelle.store and we'll get back to you within 1–2 business days.