Returns, Exchanges & Refund Policy

At Msteri, we want every order to arrive in the condition you expect. ✨ Because many of our products are personal-use, beauty, hygiene, intimate, or cosmetic items, we do not accept returns or exchanges for change of mind or personal preference.

🛍️ Change of Mind & Personal Preference

Please choose carefully before placing your order. Once an order has been delivered, we cannot accept a return, exchange, or refund simply because you:

• Changed your mind or no longer want the item
• Do not like the scent, fragrance, texture, feel, or finish
• Expected a different color or shade
• Ordered the wrong shade, color, size, style, or variant
• Do not like how the product looks or feels on you
• Found that the item does not suit your personal preference or expectations

A change of mind or personal preference does not mean that a product is damaged or defective.

Product descriptions, images, shades, measurements, sizes, ingredients, and other relevant information are provided to help you make an informed choice before purchasing.

✨ Damaged, Defective, Incorrect or Missing Items

Please inspect your order immediately upon delivery.

If an item arrives damaged, defective, incorrect, or missing, you must contact Msteri within 24 hours of delivery with your order number and the required photo/video evidence.

This reporting period is important because it allows us to verify that the issue was present at the time the order was received, rather than resulting from subsequent use, handling, accidental damage, improper storage, dropping, drying out, or other circumstances after delivery.

Claims submitted after the 24-hour reporting period may not be accepted where we are unable to verify that the issue existed when the order was delivered.

Where an eligible claim is verified, Msteri will provide an appropriate resolution, which may include a replacement, exchange, or refund, depending on the circumstances.

Please do not use, alter, discard, or attempt to repair a product if you intend to report it as damaged or defective.

🎥 Unboxing Video Required

For damaged, incorrect, or missing-item claims, please provide a continuous unboxing video showing:

• The package while still sealed
• The shipping label and condition of the parcel
• The complete opening of the parcel
• The item and the issue being reported

Videos recorded only after the package has already been opened, or videos containing cuts or edits, may not provide sufficient evidence for us to verify a claim.

📦 Courier & Transit Issues

Every Msteri order is checked and packed carefully before dispatch. If you believe an item was damaged during delivery, please contact us within 24 hours with your unboxing video and supporting evidence so we can review the matter.

🎁 Free Gifts & Promotional Items

Complimentary products, samples, promotional items, and free gifts have no refundable value and are not eligible for refund or exchange.

📩 Before You Purchase

By placing an order with Msteri, you acknowledge that change-of-mind and personal-preference returns are not accepted and that refunds or exchanges are generally provided only for verified damaged, defective, incorrect, or missing items.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable UAE consumer protection law.

Need help with an order? Contact our support team with your order number, details of the issue, and supporting evidence, and our team will review your case fairly.