Return policy

Return Acceptance Conditions

Only products that meet the following criteria are accepted for return:

• are in the same condition as delivered;
  
• have not been opened, tested, or used;
  
• have the original packaging intact, with undamaged seals and labels;
  
• are accompanied by the invoice or fiscal receipt.
  

Products that cannot be returned

Returns are not accepted for:

• products that have been opened, tested, or used;
  
• products without original packaging, with broken seals, or damaged labels;
  
• products purchased from locations other than the Mostelle store/website;
  
• products without proof of purchase (invoice/receipt);
  
• cosmetic and perfumery products that have been unsealed (in line with commercial practice and applicable hygiene rules).
  

⚠️ For hygiene and safety reasons, unsealed cosmetic products may be contaminated and can no longer be safely resold.

How to return a product – steps to follow

1. Check whether the product meets the return conditions above.
   
2. Contact Customer Service:
   
   • ✉️ Email: info@mostelle.md
     
   • 📞 Phone/WhatsApp: +373 601 00999
     
3. Send the product by courier, in its original packaging, with all purchase documents, to:
   
   • MOSTELLE SRL – mun. Chișinău, Mihai Eminescu 26, Postal Code 2012
     
4. After receipt of the parcel and conformity check, your request will be processed.
   
5. Product exchange will be shipped as soon as possible (subject to stock availability).
   
6. Refund (if approved) will be made within a maximum of 14 working days from receipt of the returned product, using the same payment method as the purchase (or by bank transfer, as applicable).
   

Refused orders

If a customer refuses to receive the order twice in a row, we reserve the right to accept only prepaid orders or pickup from the Mostelle location.

Questions?

We’re here to help!
📧 info@mostelle.md | 📞+373 601 00999
📍 mun. Chișinău, Mihai Eminescu 26, Postal Code 2012