Refund policy

RETURN AND REFUND POLICY


This Return and Refund Policy applies to purchases made directly through the official COMMA online store operated by Mira Moon Trading L.L.C.


We want customers to feel confident when purchasing COMMA. Please review this policy carefully before requesting a return, exchange, cancellation, or refund.


1. 30-Day Try-It Guarantee


We stand behind COMMA and want first-time customers to have a fair opportunity to try the product.


If you use COMMA as directed and decide that it is not the right fit for you, you may request a refund under our voluntary 30-Day Try-It Guarantee, subject to all conditions stated in this policy.


The 30-Day Try-It Guarantee is intended to provide a reasonable opportunity to try COMMA. It is not intended to provide a free full product, permit excessive use, or allow repeated refund claims.


Eligibility requirements


To qualify under the 30-Day Try-It Guarantee:


  • Your request must be submitted within 30 calendar days from the date your order was delivered
  • The purchase must have been made directly through the official COMMA online store
  • It must be your first purchase of COMMA
  • It must be your first request under the 30-Day Try-It Guarantee
  • The product must have been used according to the directions provided
  • Only one opened jar may qualify
  • The original COMMA jar must be returned
  • The original COMMA retail box must also be returned
  • The retail box must be returned in the same condition in which it was delivered, except for reasonable opening necessary to access the product
  • The box must not be torn, crushed, stained, written on, altered, missing, excessively damaged, or used for another purpose
  • The jar must contain the product remaining after a reasonable trial
  • The product must not have been fully consumed or substantially consumed beyond what would reasonably be required to try it
  • The jar, box, label, packaging, and product contents must not have been altered, diluted, refilled, transferred, contaminated, damaged, replaced, or tampered with
  • You must provide a valid order number
  • You must provide a brief and honest explanation of your experience
  • You must provide clear photographs of the jar, remaining product, retail box, and packaging if requested
  • You must follow all return instructions provided by our team


A refund may be declined if the original COMMA jar or retail box is missing, or if the product or packaging is returned in a condition materially different from how it was delivered, other than reasonable opening and reasonable use permitted under this guarantee.


One guarantee per customer


The 30-Day Try-It Guarantee is limited to:


  • One opened jar
  • One approved refund
  • One first-time customer
  • One household
  • One delivery address
  • One billing address
  • One payment method


Creating or using multiple accounts, customer names, email addresses, telephone numbers, payment methods, billing addresses, or delivery addresses in order to obtain additional refunds may be treated as misuse of this policy.


Multiple jars and bundles


Where an order contains more than one jar:


  • Only one opened jar may qualify under the 30-Day Try-It Guarantee
  • Any additional jars must remain unopened, unused, untested, sealed, and inside their original COMMA retail boxes
  • The additional boxes must be returned in the same condition in which they were delivered
  • Opened additional jars are not refundable unless they are verified as defective or otherwise covered by mandatory consumer rights


For bundles, multi-buy offers, gift sets, or promotional packages:


  • The eligible refund will be calculated based on the amount actually paid
  • The value of any products retained by the customer may be taken into account
  • Free gifts, complimentary products, promotional items, or included accessories may need to be returned
  • Any free gift or promotional item requested for return must be unopened, unused, and in the condition in which it was delivered
  • If a required item is not returned, its stated or reasonable retail value may be deducted from the refund where permitted by law


How to request the guarantee


Email customerservice@commauae.store within 30 calendar days of delivery and provide:


  • Your full name
  • Your order number
  • The email address or telephone number associated with the order
  • A brief explanation of your experience
  • Clear photographs of the COMMA jar
  • Clear photographs showing the amount of product remaining
  • Clear photographs of the original COMMA retail box
  • Clear photographs of any additional packaging requested
  • Any other information reasonably required to verify the request


We will review the request and normally respond within two to three business days.


Submitting a request does not automatically approve a refund.


If the request is provisionally approved, we will provide return instructions.


The product must be handed to the approved delivery service or dispatched using the approved return method within seven calendar days of receiving our instructions, unless we confirm a different period in writing.


Returns sent without prior approval may be refused and may not qualify for a refund.


Approval to send a product back for inspection does not mean that the refund has been finally approved.


Return costs under the guarantee


Unless the product is verified as damaged, defective, unsafe, incorrect, incomplete, or materially different from its description:


  • The customer is responsible for return shipping costs
  • Original delivery charges are non-refundable
  • Cash-on-delivery fees are non-refundable
  • Customs duties are non-refundable
  • Import charges and taxes are non-refundable
  • Failed-delivery fees are non-refundable
  • Redelivery charges are non-refundable
  • Return-to-sender charges are non-refundable
  • Other third-party delivery or processing charges are non-refundable where permitted by law


The eligible refund will ordinarily be limited to the amount actually paid for the qualifying product after any discounts.


Reasons a guarantee request may be declined


A request may be declined where:


  • It is submitted after the 30-day period
  • The order was not placed through the official COMMA online store
  • The customer has previously purchased COMMA
  • The customer has previously used the guarantee
  • The same household, delivery address, billing address, or payment method has previously used the guarantee
  • The original COMMA jar is not returned
  • The original COMMA retail box is not returned
  • The box is torn, crushed, stained, written on, altered, or unnecessarily damaged beyond reasonable opening
  • The jar is empty
  • The jar has been substantially consumed beyond what would reasonably be required for a fair trial
  • More than one opened jar is submitted for refund
  • The product has been altered, diluted, refilled, transferred, replaced, contaminated, damaged, or tampered with
  • The jar, box, label, batch details, or packaging have been altered or removed
  • The product was not used or stored according to the instructions provided
  • Required information, photographs, or evidence are not supplied
  • The returned item does not match the item linked to the original order
  • The return is not sent within the required period after approval
  • The return is sent without authorization
  • False, incomplete, misleading, or manipulated information is provided
  • Duplicate claims are submitted
  • There is evidence of fraud, abuse, or misuse of the guarantee
  • The request otherwise fails to meet the conditions of this policy


Mira Moon Trading L.L.C. may verify order, customer, delivery, payment, and return information in order to determine eligibility and prevent misuse.


The refusal of a claim under this voluntary guarantee does not limit any mandatory rights a customer may have under applicable UAE law.


2. Change-of-Mind Returns


Separate from the 30-Day Try-It Guarantee, customers may request a change-of-mind return within 30 calendar days of receiving an order.


To qualify for a change-of-mind return, the product must be:


  • Unopened
  • Unused
  • Untested
  • Fully sealed
  • Inside its original COMMA retail box
  • Inside any original protective packaging
  • In the same condition in which it was delivered
  • Complete with all included items
  • Accompanied by valid proof of purchase
  • Purchased directly through the official COMMA online store


The retail box must not be torn, crushed, stained, written on, altered, or otherwise damaged.


Because COMMA is a personal-care product, opened, used, tested, unsealed, altered, damaged, or tampered-with products cannot be returned merely because the customer changed their mind.


An opened first jar may only be considered under the separate 30-Day Try-It Guarantee and must meet every condition stated in that section.


To request a change-of-mind return, contact customerservice@commauae.store within 30 calendar days of delivery and provide:


  • Your full name
  • Your order number
  • The reason for the return
  • Clear photographs of the sealed product
  • Clear photographs of the original COMMA retail box
  • Clear photographs of the external packaging if requested


Returns sent without prior written approval may not be accepted.


3. Damaged, Defective, Incomplete, or Incorrect Orders


Please inspect your order as soon as it is delivered.


If your order arrives damaged, visibly defective, leaking, incomplete, incorrect, unsafe, or materially different from its description, contact us as soon as possible and preferably within 48 hours of delivery.


The 48-hour reporting period helps us investigate the issue promptly with the delivery partner. It does not remove or limit any mandatory rights or remedies available under applicable UAE consumer-protection law.


Please provide:


  • Your full name
  • Your order number
  • A clear description of the issue
  • Clear photographs or videos showing the product and issue
  • Photographs of the COMMA jar
  • Photographs of the original COMMA retail box
  • Photographs of the external and internal shipping packaging
  • A photograph of the shipping label where available
  • Any other evidence reasonably required to investigate the claim


Please keep:


  • The product
  • The remaining contents
  • The COMMA retail box
  • The shipping carton
  • The internal packaging
  • The labels
  • The delivery documentation
  • All included items


Do not discard, continue using, alter, clean, repair, transfer, or return the product unless instructed to do so.


Where the issue is verified, we may provide an appropriate replacement, exchange, refund, or other remedy in accordance with applicable law.


A claim may be declined where the evidence reasonably indicates that the issue arose after delivery because of:


  • Misuse
  • Accidental damage
  • Improper handling
  • Unauthorized alteration
  • Unsuitable storage
  • Failure to follow instructions
  • Normal wear after use
  • Damage caused by another person
  • Another cause not attributable to the product as supplied


This is subject to any mandatory rights available under applicable law.


4. Products That Cannot Be Returned for Change of Mind


We cannot accept change-of-mind returns for:


  • Opened products
  • Used products
  • Tested products
  • Unsealed personal-care products
  • Products with broken, removed, or damaged seals
  • Products without the original COMMA retail box
  • Products with a retail box that is torn, crushed, stained, written on, altered, or materially damaged
  • Products without complete original packaging
  • Products damaged after delivery
  • Products affected by misuse or improper handling
  • Products stored contrary to the instructions provided
  • Products altered, diluted, refilled, transferred, contaminated, replaced, or tampered with
  • Products returned without prior approval
  • Products returned outside the applicable return period
  • Gift cards, where applicable
  • Free gifts
  • Samples
  • Complimentary promotional products
  • Products purchased from third-party sellers
  • Products purchased from unauthorized retailers or resellers


An eligible first opened jar may still be considered solely under the separate 30-Day Try-It Guarantee.


This section does not affect customer rights where a product is defective, damaged, unsafe, incorrect, incomplete, or materially different from its description.


5. Return Approval and Instructions


Contacting us or submitting a return request does not automatically approve a return or guarantee a refund.


We may request:


  • Photographs
  • Videos
  • Order information
  • Packaging information
  • Delivery information
  • Product-condition information
  • Payment verification
  • Identity verification where reasonably necessary
  • Other reasonable evidence relevant to the request


If a return is approved for inspection, we will provide:


  • Return instructions
  • The applicable return address
  • Collection arrangements where available
  • The deadline for sending the return
  • Any required return-reference number
  • Packaging instructions


Do not send a product back before receiving return instructions.


Approval to send a product for inspection does not constitute final approval of a refund.


Final eligibility will be determined only after the returned product, jar, box, packaging, and included items have been received and inspected.


We are not responsible for products:


  • Sent to an incorrect address
  • Sent without authorization
  • Sent without the required return reference
  • Returned using an unapproved method
  • Lost during return shipping
  • Damaged during return shipping because of inadequate packaging
  • Sent after the approved return period


6. Return Shipping Costs


Where a return results from a product being verified as damaged, defective, unsafe, incorrect, incomplete, or materially different from its description, we will cover the reasonable and approved return or replacement delivery cost in accordance with applicable law.


For an approved change-of-mind return or a return under the voluntary 30-Day Try-It Guarantee:


  • The customer is responsible for return shipping
  • Original delivery charges are non-refundable
  • Cash-on-delivery fees are non-refundable
  • Redelivery charges are non-refundable
  • Failed-delivery charges are non-refundable
  • Return-to-sender costs are non-refundable
  • Customs duties are non-refundable
  • Import taxes are non-refundable
  • Other third-party delivery and processing charges are non-refundable where permitted by law


Return shipping arrangements and costs must be approved before the item is sent.


Unauthorized delivery charges, premium delivery services, same-day courier charges, or other delivery methods selected by the customer will not be reimbursed.


We recommend using a tracked shipping service.


A refund cannot be completed until the returned product has been received and inspected.


The customer is responsible for securely packaging:


  • The jar
  • The original COMMA retail box
  • Any included promotional items
  • Any other items required for return


Damage occurring during return shipping because of inadequate packaging may affect refund eligibility.


7. Inspection of Returned Products


All returned products may be inspected after receipt.


The inspection may verify:


  • The identity of the returned product
  • The jar condition
  • The label condition
  • The product batch details
  • The amount of product remaining
  • The condition of the product contents
  • The condition of the original COMMA retail box
  • Whether the box matches the condition shown in the submitted photographs
  • Whether the box has been torn, crushed, stained, written on, altered, or unnecessarily damaged
  • The condition of any seals
  • The presence of all included items
  • Whether the item matches the approved return request
  • Whether the return conditions have been satisfied
  • Whether there are signs of alteration, contamination, substitution, refilling, excessive use, or tampering


For change-of-mind returns, a refund may be refused where the product:


  • Has been opened
  • Has been used
  • Has been tested
  • Is no longer sealed
  • Is damaged
  • Is missing its original COMMA retail box
  • Has a damaged or altered retail box
  • Is missing any original packaging
  • Is not in the condition in which it was delivered


For the 30-Day Try-It Guarantee, opening and reasonable use of one eligible jar are permitted.


However, a refund may be refused where:


  • The jar is empty
  • The product has been substantially consumed beyond a reasonable trial
  • The jar is not returned
  • The original COMMA retail box is not returned
  • The retail box is unnecessarily damaged beyond reasonable opening
  • The jar or box has been altered
  • The product has been diluted, refilled, replaced, contaminated, transferred, or tampered with
  • The returned product does not match the original order
  • The return otherwise fails to meet the guarantee conditions


If a return is refused after inspection, we will contact the customer and explain the reason.


The customer may be required to pay the reasonable cost of returning an ineligible item back to them.


If the customer does not arrange or pay for its return within a reasonable period after being notified, the item may be disposed of where legally permitted.


8. Refunds


Once the returned product has been received and inspected, we will notify the customer whether the refund has been approved or declined.


Approved refunds will be issued to the original payment method used for the order unless another method is required by law or agreed by us.


For cash-on-delivery orders, or where a refund to the original method is not technically possible, we may request verified bank or payment details from the original purchaser.


Additional verification may be required before the refund is processed.


Please allow up to 10 business days after refund approval for the bank, card issuer, or payment provider to process and display the refund.


Processing times are controlled by the relevant bank or payment provider and may vary.


If more than 15 business days have passed since we confirmed that a refund was issued, contact customerservice@commauae.store.


9. Refund Amount


For an approved change-of-mind return or an approved claim under the voluntary 30-Day Try-It Guarantee, the refund will ordinarily cover only the amount actually paid for the eligible product after discounts.


The following are not ordinarily refundable for voluntary or change-of-mind returns:


  • Original delivery charges
  • Return shipping costs
  • Cash-on-delivery charges
  • Customs duties
  • Import taxes
  • Redelivery charges
  • Failed-delivery charges
  • Return-to-sender costs
  • Payment-processing charges where legally permitted
  • Other third-party processing or logistics charges


Where an order contains multiple products, the refund will be calculated only for the product or products approved for return.


For discounted bundles, multi-buy promotions, or gift-with-purchase offers, the refund may be recalculated to reflect:


  • The actual amount paid
  • The products retained by the customer
  • The original promotional terms
  • Any minimum order requirement
  • The value of any missing or retained free gifts
  • The value of any missing or retained promotional items


Where a promotion depended on purchasing a specific quantity or reaching a minimum order value, returning part of the order may cause the original discount to be adjusted.


Any resulting difference may be deducted from the refund where permitted by law.


Where a product is verified as damaged, defective, unsafe, incorrect, incomplete, or materially different from its description, the remedy and refund amount will be determined in accordance with applicable law.


10. Exchanges


Where appropriate and subject to availability, we may offer an exchange or replacement for an approved damaged, defective, incomplete, or incorrect item.


If an appropriate replacement is unavailable, we may offer a refund or another lawful remedy.


Change-of-mind exchanges are subject to the same conditions as change-of-mind returns.


The customer may be responsible for:


  • Return shipping
  • Delivery of the replacement item
  • Any difference in product price
  • Any applicable delivery or processing costs


An item opened under the 30-Day Try-It Guarantee cannot be exchanged merely to restart or extend the 30-day trial period.


A replacement product does not create a new or additional 30-Day Try-It Guarantee unless required by law or expressly confirmed by us in writing.


11. Order Cancellations


You may request cancellation before the order has been processed, packed, or handed to the delivery partner.


Contact us as soon as possible at customerservice@commauae.store and include your order number.


We will try to accommodate the request, but cancellation cannot be guaranteed once fulfilment, packing, or dispatch has begun.


If an order has already been dispatched:


  • The customer may be required to accept delivery
  • The applicable return process must be followed
  • Delivery charges may remain non-refundable
  • Return-to-sender costs may be deducted where permitted by law


Delivery, cash-on-delivery, payment-processing, return-to-sender, or other costs already incurred may be deducted from a voluntary cancellation refund where permitted by law.


Approved cancellation refunds will be issued to the original payment method.


12. Refused, Unclaimed, or Undeliverable Orders


An order may be returned to us where:


  • The customer refuses delivery without a verified product or order issue
  • The delivery address is incorrect
  • The delivery address is incomplete
  • Incorrect contact details were provided
  • The customer cannot be contacted
  • The customer is unavailable after reasonable delivery attempts
  • The customer repeatedly postpones delivery
  • The customer repeatedly reschedules delivery
  • The parcel is not collected where collection is required
  • Customs duties or import charges are refused
  • Required delivery fees are refused


Where an order is returned for one of these reasons, reasonable costs may be deducted from any eligible refund where permitted by law, including:


  • Original delivery charges
  • Redelivery charges
  • Return-to-sender charges
  • Cash-on-delivery fees
  • Customs charges
  • Import fees
  • Handling costs


A refused or undeliverable order does not qualify for the 30-Day Try-It Guarantee because the product was not delivered and tried.


To qualify for a change-of-mind refund, the returned product must remain:


  • Unopened
  • Unused
  • Untested
  • Sealed
  • Inside the original COMMA retail box
  • In the same condition in which it was dispatched
  • Complete with all included items


Repeated refusal of orders, failed deliveries, or uncollected cash-on-delivery orders may result in future orders being:


  • Declined
  • Cancelled
  • Restricted
  • Accepted only with advance payment


13. Promotional and Discounted Products


Products purchased during a promotion or using a discount code remain subject to this policy unless the promotion expressly states otherwise.


An approved refund will be based on the amount actually paid after all discounts.


Where only part of a discounted order is returned, the remaining order may be reassessed based on the promotion’s original eligibility requirements.


Free gifts, samples, and complimentary promotional items:


  • Have no separate cash value
  • Cannot be independently exchanged
  • Cannot be independently refunded
  • May be required to be returned when the qualifying purchase is returned


Where a free gift or promotional item must be returned, it must be:


  • Unopened
  • Unused
  • Complete
  • Inside its original packaging
  • In the condition in which it was delivered


If it is not returned, its stated or reasonable retail value may be deducted from the refund where permitted by law.


Promotional offers, discount codes, and the 30-Day Try-It Guarantee may not be:


  • Repeated through multiple accounts
  • Transferred to another customer
  • Combined in a manner not expressly permitted
  • Used to obtain an unintended financial benefit
  • Used in connection with false or duplicate refund requests


14. Misuse, Fraud, and Repeated Claims


Mira Moon Trading L.L.C. reserves the right to review return activity and take reasonable steps to prevent fraud or misuse.


Examples of misuse may include:


  • Repeated refund requests
  • Claims submitted using multiple customer accounts
  • Use of different names for the same customer
  • Use of different contact details for the same customer
  • Repeated claims linked to the same household
  • Repeated claims linked to the same address
  • Repeated claims linked to the same payment method
  • False, altered, or misleading photographs
  • False or misleading descriptions
  • Returning a different product from the one purchased
  • Returning an altered product
  • Returning a diluted product
  • Returning a refilled product
  • Returning a contaminated product
  • Returning a substituted product
  • Deliberately damaging the jar or packaging
  • Excessive product consumption before requesting a refund
  • Repeatedly refusing cash-on-delivery orders
  • Misusing promotions, bundles, gifts, or discount codes
  • Attempting to obtain more than one refund under the guarantee


Where there is reasonable evidence of misuse, we may:


  • Decline a voluntary guarantee request
  • Decline a change-of-mind return
  • Request additional verification
  • Restrict future use of promotions
  • Restrict voluntary return privileges
  • Decline future orders
  • Cancel future orders
  • Require advance payment
  • Take other reasonable action permitted by law


Nothing in this section limits any mandatory rights or remedies available under applicable law.


15. Purchases From Other Sellers


This policy applies only to purchases made directly through the official COMMA online store operated by Mira Moon Trading L.L.C.


Products purchased from:


  • Marketplaces
  • Retailers
  • Resellers
  • Social-media sellers
  • Unauthorized sellers
  • Third-party websites
  • Other third parties


are subject to the relevant seller’s return and refund policy.


We are not responsible for unauthorized, counterfeit, altered, resold, expired, mishandled, or improperly stored products obtained from third parties.


Any mandatory rights against the relevant seller are not affected.


16. Mandatory Consumer Rights


The 30-Day Try-It Guarantee is a voluntary commercial guarantee offered in addition to mandatory consumer rights.


It does not replace, exclude, limit, or override those rights.


Nothing in this policy excludes, limits, or overrides any mandatory rights or remedies available under applicable UAE consumer-protection law.


Where a product is defective, damaged, unsafe, incorrect, incomplete, or materially different from its description, the customer may be entitled to an appropriate remedy in accordance with applicable law.


Any provision of this policy that conflicts with a mandatory legal requirement will apply only to the maximum extent permitted by law.


The remaining provisions will continue to apply.


17. Policy Updates


We may update this policy where reasonably necessary to reflect changes to:


  • Our operations
  • Promotions
  • Product offerings
  • Delivery arrangements
  • Payment arrangements
  • Fraud-prevention measures
  • Legal obligations


The policy applicable to an order will ordinarily be the version published when the order was placed, unless a later change is required by law or is more favourable to the customer.


18. Contact Information


For return, exchange, cancellation, or refund requests, contact:


Mira Moon Trading L.L.C.

Brand: COMMA

Customer-service email: customerservice@commauae.store

Support email: support@commauae.store

Telephone: +971 54 173 0172

Address: Office 1128, Tamani Arts Offices, Business Bay, Dubai, United Arab Emirates