Refund policy

At Mixoo, every item is handled with care and verified for authenticity before it reaches you.

Because our products come from different sources — private sellers, Mixoo’s own collection, and customized services — our return options vary depending on the item type.

1. Items Sold by Private Sellers (Mixoo as Intermediary)

For pre-loved bags sold by private individuals through Mixoo, returns are not accepted.

Mixoo acts as an intermediary platform in these cases, ensuring safety and transparency in every transaction.

Before shipping, Mixoo will:

  • Provide detailed photos and videos of the actual item, including all signs of use and packaging.
  • Verify the item’s authenticity through professional examination and partner tools such as Entrupy, Legit OX, and CheckCheck.

By approving the order, you confirm that you have reviewed the provided photos and agree to the item’s condition as described.

2. Renew & Remake Collection (Customized Services)

Products from Mixoo Renew or Mixoo Remake collections — including items that have been restored, modified, or customized at your request — are non-returnable and non-refundable.

Each piece is individually crafted and customized to your specifications, which makes it unique and not eligible for resale.

Before finalizing your order, we will share:

  • Images or videos showing the item after renewal or customization.
  • Final confirmation of completion for your approval before shipment.

3. Mixoo Standard Products

For products sold directly by Mixoo (not consignment or customization):

  • Returns are accepted within 14 days of delivery.
  • Items must be returned in their original condition — unworn, unused, undamaged, and with all tags, seals, and packaging intact.
  • Return shipping costs are the responsibility of the customer.

Once we receive and inspect the return, we will issue a refund within 14 days to your original payment method.

Shipping fees and any customs charges are non-refundable.

4. Damaged or Incorrect Items

If you receive an item that is damaged or not as described, please contact us within 24 hours of delivery.

We will review the case and provide an appropriate solution, which may include repair, replacement, or refund.

5. Authenticity Guarantee

Mixoo guarantees the authenticity of every piece sold on our platform.

If authenticity is disputed by a recognized authority (such as Entrupy) within 14 days of receipt, Mixoo will re-verify or issue a full refund once the products are received by Mixoo.

6. Contact Us

For return inquiries or assistance, please reach us at:

📧 Email: info@mixoo.shop

💬 WhatsApp: +852 70137567

Our customer care team will guide you through the process with clarity and care.

Clarity, Fairness, and Care — the Mixoo Way.