Guarantee

Our policies differ slightly between skincare and supplements, so please read the section that applies to your purchase below.

Skincare 60-Day Guarantee – Terms & Conditions

MISMO offers a 60-day first-time skincare guarantee to help you try our products with confidence. We believe trying new skincare shouldn’t feel risky — but it should be intentional.

If you’re purchasing MISMO skincare for the first time, you have 60 days to see how your skin responds.

We strongly recommend starting with trial sizes before committing to full-size products. If you choose to purchase a full-size product without trialling it first, you acknowledge that you have opted not to test the product on your skin.

For this reason:

  • Change-of-mind refunds do not apply to opened full-size skincare

  • Preference-based reasons (texture, scent, feel) are not covered

This guarantee is designed to support genuine skin compatibility concerns — not product sampling.

Eligibility

  • The guarantee applies to first-time purchasers of MISMO skincare.

  • It is valid once per customer.

  • Trial-size products are intended for sampling and are not refundable.

If your skincare product has arrived damaged or faulty, email us photos of the damaged product and we will send you a replacement.

In the rare instance you have had an adverse reaction to one of our skincare products, please discontinue use and call us on 1-300-064766 so we can understand the problem. Alternatively send an email explaining the situation to support@mismo.com.au (with photos).

Skincare & Makeup Returns

Unopened skincare or makeup products may be returned within 30 days of receipt for a refund to your original payment method.

For hygiene and safety reasons, opened products or items not in original, saleable condition cannot be refunded.

We subsidise shipping, meaning the amount you pay is usually less than our actual cost. As a result:

  • Original shipping costs are not refundable

  • Any difference between the shipping cost we cover and what you paid will be deducted from your refund

If you want to cancel an order you need to call us on 1-300-064766 as soon as possible. Our carrier picks up at 12 noon each day, so any order placed within the previous 24hrs can usually be cancelled. We cannot cancel an order once it has already shipped.

Supplement Guarantee – Terms & Conditions

MISMO offers a satisfaction guarantee on select supplements for first-time purchasers.

Our supplements are pure, single-ingredient compounds. Results vary from person to person, so we encourage you to read the product information carefully and, if needed, talk to your healthcare provider before purchasing.

Eligible Products

This guarantee applies to the following MISMO supplements:

  • MSM (440g size only), 90 days from the date of purchase

  • Magnesium Glycinate, 60 days from the date of purchase

  • Magnesium Chloride, 60 days from the date of purchase

  • Collagen, 60 days from the date of purchase

How the Guarantee Works

  • If you're not satisfied with the product, you can request a refund of the product cost only.

  • Shipping costs are not refundable.

  • The guarantee applies once per product, per customer.

  • If you've bought a product before, it isn't eligible for the guarantee, even if you reorder within the guarantee period.

Important note for MSM

If you're new to MSM, we recommend starting with the 440g size (3 month supply), and this is the size our guarantee covers. The 850g and 2kg sizes are intended for people who already know MSM works for them, so they aren't covered by the guarantee.

MSM builds up over time, so give it 2 to 3 months of daily use before judging whether it's working for you. Start with a small amount, increase gradually, and drink a few glasses of water in the hours after taking it. Some people notice mild headaches or an upset stomach when they first start. If that happens, ease back to a smaller dose, and if it continues, you should stop taking it.

If you're new to MSM, bought the 440g, have given it a fair trial as directed and feel it hasn't worked for you, you can request a refund of the product cost within 90 days of purchase. We may ask a few questions about how you've been taking it.

Product Use & Returns

  • For health and safety reasons, opened supplements cannot be returned to stock, so we don't need opened products sent back.

  • We may ask for photos or more information to help process your claim.

Exclusions

  • The guarantee doesn't cover dissatisfaction based only on taste or flavour.

  • Misuse, or not following the product directions, may void eligibility.

  • MSM in the 850g and 2kg sizes is not covered.

How to Make a Claim

To check eligibility and start a claim, contact our customer service team:

Please include:

  • Your name

  • Order number

  • Product name

  • Reason for your claim

Change of Mind Returns

For health and safety reasons, we cannot accept the return of opened supplements. If you change your mind about a supplement purchase, unopened products in their original condition may be returned within 30 days of receipt for a refund. We subsidise shipping, so what you pay is usually less than our actual cost. Because of this, shipping isn’t refundable, and the difference between our cost and what you paid will be deducted from your refund.

Order Cancellations

If you need to cancel an order, please call us on 1300 064 766 as soon as possible.

Our carrier collects orders at 12:00 noon each business day, so orders placed within the previous 24 hours can usually be cancelled.


Once an order has been dispatched, cancellations are no longer possible.

In a nutshell, that's our guarantee to you. We have been making and selling skincare, makeup and pain-relief products for nearly 25 years, with over 200,000 orders delivered around the world, and your satisfaction is our top priority.