Return Policy
We’re sorry to hear you’re not satisfied with your order! We want to make the return process as smooth as possible for you. Please carefully read the information below to ensure your return is processed successfully.
Can I Return My Order?
Yes, you may return your order within 30 days of receipt, provided it meets the following conditions:
- All appropriate parts and components, as well as the original packaging, must be included and arrive in the same condition as when the product was delivered.
- The product must show only normal handling; damage caused by improper use or careless handling is excluded.
- For items where hygiene is essential, they must be thoroughly cleaned prior to initiating the return process.
- The product was found to be defective immediately upon receipt.
- Shipping costs for returns are the responsibility of the customer.
- Returns are processed within 7 working days, and if all conditions are met, we will officially confirm the return within this period.
We reserve the right to refuse returned items if we suspect they have been used, damaged, or altered in any way outside of normal use.
Important Exception to Our 30-Day Money-Back Guarantee
To prevent misuse of our return policy and reduce unnecessary environmental impact, orders containing the same item in different sizes while on sale will not be eligible for a full refund, regardless of whether the products are returned to our warehouse.
We strongly encourage customers to refer to our detailed size charts before purchasing. If you need assistance selecting the right size, our customer service team is always happy to help ensure the perfect fit.
If you believe this exception applies to your order and need assistance, please reach out to our customer service team at info@mooze-toronto.com before proceeding with your return. Our priority is customer satisfaction, and we are happy to explore alternative solutions that may work for you.
How to Initiate a Return
If your order meets the above conditions, follow these steps to initiate your return:
- Email us at: info@mooze-toronto.com
- Include the following details in your email:
- Order number
- Reason for the return request
- A photo of the product if it is defective or damaged
- Your full name
- Your full address
Upon receiving your email, we will provide detailed return instructions, including the correct return address. Please note:
- Do not send the return to the sender’s address on the packaging, as this may result in delays or complications.
- You must use a delivery service that offers customs clearance to prevent potential delays.
- Use a tracked delivery service, as we cannot be held responsible for returns that are lost in transit.
Refund Policy
Refunds will only be processed once the returned items have been received and inspected by our team. Refunds are issued using the original payment method, and you will receive a confirmation email once the refund has been processed.
Cancellation Policy
Right to Cancel
You have the right to cancel your order within 14 days from the day you or a third party (excluding the carrier) receives the goods.
Please note:
- Due to our automated system, once an order is placed, it is immediately processed for shipping. Cancellation is no longer possible once the goods are in transit.
- If the items are already on their way, you may return them once they are delivered by following the steps outlined above.
Consequences of Cancellation
If you cancel your order, we will refund all payments received, excluding delivery costs, unless you opted for a delivery method other than our standard option. Refunds will be issued within 14 days of us receiving your cancellation request and returned goods.
Important Notes
- All returns must be sent to our central warehouse in Asia at the customer’s expense.
- It is the customer’s responsibility to ensure the return is sent via a tracked service and with proper customs clearance to avoid delays or issues.
If you have any further questions or concerns, our customer service team is here to help at info@mooze-toronto.com.