Agent Unboxing Verification & Product Inspection Policy

Mooiste Meisie

Applies to Agents, Sub-Agents, Resellers & Bulk/Wholesale Orders Only

This policy applies to all Mooiste Meisie agents, sub-agents, resellers, and wholesale/bulk buyers who receive orders from the company.

Due to the nature of cosmetic products, packaging components, applicators, courier handling, and order fulfilment, all agents are required to follow the unboxing and inspection process below.

This policy exists to protect both the agent and the company and to ensure that any order-related claim can be assessed fairly, quickly, and based on clear evidence.

1. Mandatory Unboxing Video Requirement

All agents are required to record a continuous, unedited unboxing video for every order received from Mooiste Meisie.

The video must be recorded in one uninterrupted take, with:

• No pausing
• No stopping
• No cutting
• No trimming
• No splicing
• No editing
• No separate video clips joined together
• No parts of the unboxing removed or skipped

The video must:

• Start before the package is opened
• Clearly show the sealed outer packaging
• Clearly show the waybill on the parcel
• Show the full opening process from start to finish
• Display all products removed from the package
• Clearly show the condition of all products received
• Clearly capture any visible damage, leaks, broken items, missing items, or incorrect products
• Be recorded in good lighting, with all items clearly visible
• Be saved and kept by the agent until the order has been fully checked and confirmed as correct

Failure to provide a valid continuous, unedited, uninterrupted unboxing video may result in claims being declined where the issue cannot reasonably be verified through other available evidence.

2. Product Packaging & Component Inspection Requirement

Agents are required to inspect all products and product packaging immediately upon receiving their order.

This inspection must be done during the unboxing video and must clearly show that all products and packaging components are checked.

Agents must inspect, where applicable:

• Mascara wands
• Lip gloss wands
• Lipstick applicators
• Eyeliner pencils
• Brow pencils
• Caps and lids
• Tubes
• Bottles
• Jars
• Pumps
• Sprays
• Compacts
• Palettes
• Outer boxes
• Labels
• Seals
• Any fragile product component or packaging part

The agent must ensure that all product packaging, applicators, and components are intact before confirming the order as correct.

3. Items That Must Be Reported Immediately

The following issues must be reported immediately and shown clearly in the unboxing video:

• Broken mascara wands
• Broken lip gloss or lipstick wands
• Broken eyeliner or brow pencils
• Cracked caps, lids, bottles, jars, tubes, compacts, or palettes
• Damaged pumps or sprays
• Leaking products
• Loose or broken packaging components
• Missing products
• Incorrect products
• Incorrect quantities
• Products damaged during courier transit
• Products that appear defective, damaged, incomplete, or tampered with

Any damage, shortage, or product concern must be reported within 24 hours of delivery.

4. Reporting Timeframe

Agents must report any damaged, broken, leaking, missing, or incorrect items within 24 hours of delivery.

The report must include:

• The full continuous, unedited, uninterrupted unboxing video
• Clear photos of the affected product or packaging
• Photos of the inner and outer packaging
• A photo of the parcel with the waybill clearly visible
• A clear explanation of the issue

Claims submitted after 24 hours may be declined, especially where the issue was not recorded during the original unboxing video.

5. Claims Raised Weeks or Months Later

Claims raised weeks or months after delivery may be declined.

This includes, but is not limited to, later claims that:

• Mascara wands are broken
• Lip gloss wands are broken
• Eyeliner pencils are broken
• Packaging is cracked
• Caps, lids, pumps, or applicators are damaged
• Products are leaking
• Items are missing
• Products are incomplete or damaged

This is because Mooiste Meisie cannot reasonably determine whether the damage occurred during:

• Dispatch
• Courier transit
• Agent storage
• Agent handling
• Customer handling
• Resale
• Later use
• Accidental breakage after delivery

For this reason, all product packaging and components must be checked immediately upon delivery and recorded during the unboxing video.

6. Purpose of the Unboxing Video

The unboxing video serves as objective proof of the condition and contents of the parcel at the time of delivery.

It helps verify claims relating to:

• Missing items
• Damaged products
• Leaking products
• Broken packaging
• Broken wands, pencils, pumps, lids, or applicators
• Incorrect quantities
• Incorrect products
• Courier-related damage
• Suspected tampering

Without a valid unboxing video, it becomes difficult to determine whether damage, shortages, or product issues occurred before delivery, during courier transit, during agent handling, or after the parcel was received.

This policy prevents misunderstandings, disputes, and delays by allowing both the company and the agent to rely on clear visual evidence rather than assumptions.

7. Speedy Resolution of Claims

When a valid unboxing video and supporting evidence are provided:

• Claims can be assessed more quickly
• Missing or damaged items can be verified more accurately
• Courier-related issues can be escalated with stronger evidence
• Replacement, credit, refund, or corrective action, where applicable, can be processed faster
• Communication between the agent and the company remains professional and transparent

This process reduces unnecessary back-and-forth communication and helps Mooiste Meisie support agents more efficiently.

8. Claims Without a Valid Unboxing Video

If an agent fails to provide a valid continuous, unedited, uninterrupted unboxing video, Mooiste Meisie may decline the claim where the issue cannot reasonably be verified through other reliable evidence.

In such cases, responsibility for the missing, damaged, broken, leaking, or disputed items may remain with the agent.

This requirement is not punitive. It is a necessary safeguard to maintain fairness, accountability, and transparency between the company, courier, and agent.

9. Agent Responsibility

By operating as an agent, sub-agent, reseller, or bulk/wholesale buyer, you acknowledge that:

• You understand the importance of the unboxing verification process
• You accept responsibility for recording and keeping the unboxing video
• You accept responsibility for ensuring that the video is continuous, unedited, and uninterrupted
• You accept responsibility for checking all products immediately upon delivery
• You accept responsibility for checking all packaging, applicators, wands, pencils, pumps, lids, caps, and other components
• You agree to report any issue within 24 hours of delivery
• You understand that claims raised late may be declined
• You agree that this policy is a condition of participating in the Mooiste Meisie agent program

10. Courier Damage & Transit Handling

All orders are packed and checked before dispatch.

Where applicable, Mooiste Meisie may also keep internal photo or video evidence to confirm that products left our facility in good condition.

Damage caused during courier transit must be reported immediately and must be supported by the unboxing video and clear photos.

Courier-related claims require sufficient evidence so that the matter can be investigated fairly and, where applicable, submitted through the courier’s claims process.

11. False Claims, Misrepresentation & Abuse

Mooiste Meisie reserves the right to decline claims where:

• The claim is false or misleading
• Evidence is inconsistent with the claim
• The unboxing video has been paused, stopped, cut, trimmed, spliced, edited, altered, or manipulated in any way
• The unboxing was recorded in separate clips or multiple videos
• Separate video clips were joined together
• Any part of the unboxing process was skipped, removed, or not recorded
• The parcel was already opened before the video started
• The issue was not visible or reported during the unboxing inspection
• Products show signs of later use, tampering, mishandling, or damage after delivery
• The claim is raised long after the order was received

Any attempt to obtain a replacement, refund, credit, or exchange through false information, misrepresentation, or abuse of the claims process may result in the claim being declined and may affect the agent’s standing with the company.

12. Investigation & Final Outcome

All claims are subject to investigation.

The investigation may include:

• Review of the agent’s unboxing video
• Review of photos provided by the agent
• Review of Mooiste Meisie packing records
• Review of internal dispatch photos or videos, where available
• Review of courier handling evidence, where applicable
• Inspection of the product, if required

The outcome of the investigation will determine whether the claim is approved.

Where a claim is approved, Mooiste Meisie may, depending on the circumstances, offer a replacement, credit, refund, or other corrective action.

13. Acceptance of Policy

Participation in the Mooiste Meisie agent program confirms that the agent:

• Has read and understood this policy
• Accepts that this policy is a condition of participation in the agent program
• Agrees to comply with the unboxing video requirement
• Agrees that the video must be continuous, unedited, and uninterrupted
• Agrees that the video may not be paused, stopped, cut, trimmed, spliced, edited, altered, or recorded in separate clips
• Agrees to inspect all products and packaging immediately upon delivery
• Agrees to report any issues within 24 hours of delivery
• Accepts that claims without proper evidence may be declined where the issue cannot reasonably be verified

14. Contact Details

For all agent order queries, please contact Mooiste Meisie support:

Email: info@mooistemeisie.co.za
WhatsApp Support: +27 67 877 3518