Returns and exchanges
Politique de retour et de remboursement — Conforme à la Directive UE 2011/83/UE et au Code de la consommation français
At MOZA ISACK, your satisfaction is our priority. This Return and Refund Policy explains your rights and the procedures to follow if you wish to return a product or request a refund. It applies to all purchases made on mozaisack.com and is consistent with our General Terms and Conditions of Sale and with your rights as an EU consumer.
For any return or refund request, please contact us at info@mozaisack.com or call +33 1 77 47 28 23 (Monday to Friday, 9:00 AM – 6:00 PM CET).
1. YOUR RIGHT OF WITHDRAWAL
1.1 Legal Basis
As a consumer in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason and without penalty, in accordance with EU Directive 2011/83/EU and Articles L.221-18 et seq. of the French Consumer Code.
1.2 Withdrawal Period
The 14-day withdrawal period begins on the day you, or a third party designated by you (other than the carrier), physically receives the product. If the 14th day falls on a Saturday, Sunday, or public holiday, the deadline is extended to the next business day.
1.3 How to Notify Us
To exercise your right of withdrawal, please inform MOZA ISACK before the expiry of the 14-day period by sending a clear written statement to:
Email: info@mozaisack.com
Post: MOZA ISACK, 16 rue du Louvre, 75001 Paris, France
You may use the standard EU withdrawal form (available on our Returns page), but this is not obligatory. A clear statement expressing your decision to withdraw is sufficient (e.g. "I wish to return my order #XXXXX placed on [date]").
The withdrawal period is met if you send your notification before the 14-day period expires.
2. RETURN CONDITIONS
2.1 Eligible Products
To be eligible for a return, products must: be notified within 14 days of receipt, be in original condition, unused and unaltered, be in original intact packaging with all seals unbroken, and be accompanied by the original order confirmation or invoice.
2.2 Cosmetics — Hygiene Exception
In accordance with Article L.221-28 of the French Consumer Code and Article 16(e) of EU Directive 2011/83/EU, the right of withdrawal does not apply to cosmetic products that have been unsealed or opened after delivery. The following actions constitute use: breaking or removing the product seal, opening the product packaging, spraying or applying the product, or removing protective films.
2.3 Non-Returnable Items
Not eligible for return: opened or unsealed cosmetic products (hygiene exception), personalised or custom-made products, products damaged after delivery due to improper use, and gift cards or promotional vouchers.
3. HOW TO RETURN A PRODUCT
Step 1 — Contact us: Email info@mozaisack.com with your order number and reason for return within 14 days of receipt.
Step 2 — Receive instructions: We will confirm eligibility and send return address and instructions within 2 business days.
Step 3 — Pack and ship: Return the product in its original packaging within 14 days of your withdrawal notification. Keep proof of postage.
Step 4 — We inspect the return: Once received, we check the product condition and confirm return acceptance by email.
Step 5 — Refund issued: Refund processed within 14 days to your original payment method.
4. RETURN SHIPPING COSTS
4.1 Standard Returns
For returns exercised under the 14-day right of withdrawal, return shipping costs are borne by the customer. We recommend using a tracked shipping service.
4.2 Defective or Incorrect Products
If the product received is defective, damaged on arrival, or does not match the order, MOZA ISACK will cover the full cost of the return. Please contact us at info@mozaisack.com within 48 hours with photographs of the defect.
5. REFUNDS
5.1 Refund Amount
Upon acceptance of the return, MOZA ISACK will refund the full price of the returned product(s) including VAT and standard outbound delivery costs. Not refunded: premium delivery charges chosen by the customer, return shipping costs (unless defective), and any diminished value from handling beyond what is necessary.
5.2 Refund Method
Refunds are issued to the original payment method: credit/debit card, PayPal, or Apple/Google Pay. No store credit will be issued unless explicitly requested.
5.3 Refund Timeline
MOZA ISACK will process the refund within 14 days of receiving the returned product(s) or proof of return shipment, whichever is earlier. Please allow 3 to 5 additional business days for your bank to credit the amount.
6. DEFECTIVE OR DAMAGED PRODUCTS
Under Articles L.217-4 et seq. of the French Consumer Code, MOZA ISACK is liable for any lack of conformity for a period of 2 years from delivery. Under Articles 1641 et seq. of the French Civil Code, MOZA ISACK is also liable for hidden defects. Claims must be brought within 2 years of discovering the defect.
7. ORDER CANCELLATION
To cancel before dispatch, contact us immediately at info@mozaisack.com or +33 1 77 47 28 23. If already dispatched, please wait for delivery and exercise your 14-day withdrawal right. No cancellation fees are charged within the 14-day cooling-off period.
8. EXCHANGE POLICY
MOZA ISACK does not currently offer direct product exchanges. Please follow the standard return process to obtain a refund, then place a new order.
9. SPECIAL CONSUMER CATEGORIES
Senior citizens and persons with disabilities who require additional assistance are encouraged to contact our customer service team at info@mozaisack.com or +33 1 77 47 28 23.
10. CONTACT US
Email: info@mozaisack.com
Phone: +33 1 77 47 28 23
Hours: Monday to Friday, 9:00 AM – 6:00 PM (CET)
Post: MOZA ISACK, 16 rue du Louvre, 75001 Paris, France
If you are not satisfied with our response, you may use the EU ODR platform at https://ec.europa.eu/consumers/odr.
Last updated: July 2026 — MOZA ISACK | info@mozaisack.com | +33 1 77 47 28 23