At oioeos®, we want you to receive your skincare order in the condition you expect. This policy explains our return requirements, how to report an order issue, and how approved refunds are processed.
This policy applies to purchases made through oioeos.com, owned and operated by Hangzhou Milai E-commerce Technology Co., Ltd.
Our 30-Day Return Window
You may request a return of an eligible product within 30 calendar days after confirmed delivery.
Please contact service@oioeos.com within this period to begin the process. Requests made after 30 days may not qualify under our voluntary return policy.
This time limit does not remove any rights you may have under applicable law concerning faulty, unsafe, incorrectly supplied, or misdescribed products.
Returning an Unwanted Skincare Product
For a change-of-mind or preference-based return, the product must be:
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Unused, unopened, and unaltered.
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In its original condition and packaging.
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With any protective or hygiene seals intact.
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Returned with all included accessories, applicators, and other components.
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Accompanied by an order number or other valid proof of purchase.
These conditions apply to our voluntary returns for unwanted products. Different requirements may apply when you are exercising a statutory right.
Opened Products & Other Exclusions
Because skincare products come into direct contact with the skin, we generally cannot accept preference-based returns of opened or used products, or products with broken hygiene seals.
The following may also be excluded from our voluntary return policy:
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Customized or personalized products.
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Gift cards.
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Items clearly identified as final sale or non-returnable before purchase.
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Products damaged through misuse, alteration, or improper storage after delivery.
These exclusions do not prevent us from reviewing a product that arrived damaged, defective, leaking, incorrectly supplied, or materially different from its description. They do not override mandatory consumer rights.
If you have a concern about a product you have already opened, please contact us so we can review the circumstances.
Start Your Return in Three Steps
1. Contact Our Team
Email service@oioeos.com and include:
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Your order number or proof of purchase.
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The name of the product.
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A brief description of your request.
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Photographs or videos where relevant to the issue.
2. Receive Your Return Instructions
Our team will review your request and explain whether it qualifies under this policy.
For an approved return, we will provide the designated return address, packaging instructions, and information about any applicable return shipping costs.
Please contact us before sending an item back. Where applicable law allows you to exercise cancellation rights without prior approval, those rights remain unaffected.
3. Package and Send the Item
Follow the instructions provided and package the product securely to help prevent leakage or damage during transit.
We recommend keeping your shipping receipt and using a service with tracking.
Where to Send Approved Returns
Do not send returns to our registered business address unless our team specifically instructs you to do so.
The correct return address may depend on the product, fulfillment location, and your delivery destination. We will provide it when arranging your return.
Sending a parcel to an incorrect address may delay or prevent receipt and processing.
Who Pays Return Shipping?
Preference-Based Returns
For eligible change-of-mind returns, incorrect product selections, or other preference-based returns, the customer is generally responsible for return shipping costs.
Original shipping charges are generally non-refundable for these voluntary returns, except where applicable law requires otherwise.
Problems With the Item Received
If we confirm that an item arrived damaged, defective, incomplete, incorrect, or materially different from its description, we will arrange an appropriate solution at no additional cost to you.
Where a return is required, we will explain how the necessary return shipping will be covered.
Damaged, Leaking, Missing, or Incorrect Items
Please inspect your parcel promptly after delivery and contact us as soon as possible if something is wrong.
Include your order number, a description of the issue, and, where available:
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Clear photographs or videos of the affected item.
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Images of the product packaging and any damaged seal.
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Images of the outer parcel and shipping label.
Please retain the item and packaging while we review your request. Leave leaking products or products with compromised protective seals unused while awaiting instructions.
Depending on the circumstances, an appropriate resolution may include a replacement, refund, or approved return.
Product Discomfort or Unexpected Reactions
If you experience discomfort or an unexpected reaction, stop using the product and seek advice from a healthcare professional.
You may also contact us with the product name, order number, batch information if available, and a description of what happened. Our team will review the concern and explain the available next steps.
Opening a product does not prevent you from reporting a safety or quality concern. Any remedy will depend on the circumstances and applicable consumer rights.
Refund Review & Processing
Once your returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method within 5–10 business days after the return has been received and inspected, unless applicable law requires an earlier refund.
Your bank, card issuer, or payment provider may take additional time to display the funds after we issue the refund.
For an approved partial return, the refund will reflect the amount paid for the returned items, including any applicable discounts.
If a return does not meet the stated conditions, we will explain the reason before declining or adjusting the refund. Any deduction must be permitted by applicable law.
Exchanges
Exchanges depend on product availability and return eligibility.
In some cases, we may recommend returning an eligible product for a refund and placing a separate order for your preferred item.
If we supplied a damaged, defective, incomplete, or incorrect product, contact us first so we can arrange the appropriate resolution.
Canceling an Order
Email service@oioeos.com immediately if you need to cancel an order.
Because orders are typically processed within 1 business day, the opportunity to stop fulfillment may be limited. We will make reasonable efforts to assist, but cancellation before dispatch cannot be guaranteed once processing has begun.
If your parcel has already shipped, we will explain the applicable return procedure. Any statutory cancellation rights remain unaffected.
Your Consumer Rights
This policy provides a voluntary return option in addition to any mandatory rights available under applicable law.
Where statutory rules provide different eligibility conditions, cancellation periods, shipping reimbursements, or refund deadlines, those rules take priority. A statutory refund will not be delayed solely because our internal inspection is incomplete where the law requires earlier payment.
Contact & Business Information
For help with returns, refunds, exchanges, cancellations, or an item received, contact:
Email: service@oioeos.com
Phone: +852 2197 896
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.
We aim to respond to customer inquiries within 1–2 business days.
Brand Name: oioeos®
Website: oioeos.com
Company Name: Hangzhou Milai E-commerce Technology Co., Ltd.
Registered Address: Room 506-21, No. 150 Guangtai Road, Xiasha Subdistrict, Qiantang District, Hangzhou, Zhejiang, China.
oioeos® is owned and operated by Hangzhou Milai E-commerce Technology Co., Ltd. The company is responsible for the sale of products, order processing, customer support, returns, refunds, and other transactions conducted through oioeos.com.