Refund & Return Policy

HOW DO I CHANGE OR CANCEL MY ORDER?

You can cancel or exchange the order to a new item within 12 hours from the moment you placed your order. After that time, the order is locked for processing/producing reason and cannot be cancelled or changed.
This policy also apply with all the changes you want to make with your order including change size, design or shipping address, etc. Please contact us via mail and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Late or missing refunds (if applicable): If your request of refund is accepted, please wait 3-5 business days for receiving the paid back money. If the time exceeds and you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@moosfy.com

NOTE: Please keep in mind that purchasing means accepting all the terms mentioned above.

MONEY BACK GUARANTEE

If you are unhappy with your order in any way, we'll strive to make it right.

Within 15 days of receiving your packages, we are willing to provide you with a refund or a new replacement if you experience any of those unexpected issues:

Items are faulty – damaged/broken or soiled upon arrival.
Incorrect items (wrong size, wrong design artworks, wrong style, wrong color – comparing to product description and customer’s order detail).
If the item received falls under above criteria, we will replace the item at no additional cost to you or refund. Please contact us within 48 hours after receiving your order and attach the photos of damaged or wrong item received.

Feel free to contact our support team at info@moosfy.com to report the problem. Our supportive agents will assist you within 48 hours and immediately get you set up with a replacement or refund.

NOTE: With these following reasons, the request of refunding/replacement will not be accepted:

We will not accept the request of refunding or returing items if you choose the wrong size, so please read and choose the right size carefully.
We do not accept returns or refunds if customer changes their mind after receiving their order(s).
We cannot accept the return of used items. Items that have been washed, worn, or soiled and damaged resulting from the customer's handling will not be accepted to return.
We cannot offer returning items with customized/personalized products. Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items.

NOT HAPPY WITH YOUR ORDER

At Moosfy, we want you to love your purchase. If you're not happy with your order or it didn't meet your expectations, you can get a free refund within 15 days of delivery.

To request a refund, just reach out to our customer service team through Livechat or email. They'll guide you through the process to make sure you're happy with your Moosfy experience.
To help us understand and fix the issue quickly, please send a photo of the item you got and explain why you're not satisfied with your order. This feedback helps us improve our service and products.

Please remember, our refund policy lasts for 15 days from the delivery date. If it's been more than 15 days since you received your item, we can't offer you a refund.

DAMAGED OR LOW-QUALITY ITEMS

At Moosfy, we're committed to delivering top-notch products that meet your standards. However, if you happen to receive a defective or low-quality item, we've got you covered. We'll take responsibility for any issues arising from production or delivery, offering you a free refund or replacement within 15 days of delivery.

To request a refund or replacement, simply reach out to our customer service team via Livechat or email. Please include a photo showing the quality problem or damage. For the best assessment, lay the item flat and ensure the tag and the issue are clearly visible.
Once we review your request, we'll send out replacements promptly, and you won't need to return the defective items. Your feedback helps us improve our products and services for the future.

Please remember, this warranty covers manufacturing defects only and does not include damage from accidents, improper care, normal wear and tear, sun exposure, or aftermarket modifications. The policy lasts for 15 days from the delivery date, and refunds or replacements can't be provided if it's been more than 15 days since delivery.

DID NOT RECEIVE YOUR PRODUCT

If your delivery takes longer than expected, you have the right to request a refund or replacement for your order. Just chat with our agent and provide your order details, and we'll prioritize assisting you.

Please note:

You must submit your request to our team within 2 months of placing your order. After this time, the tracking information may have expired, making it difficult for us to assist you.
If we issue a refund, it will be processed and returned to your account within 5-10 business days, depending on your bank's processing time.

REFUND TIME

All refunds will be credited to your original form of payment. Please be aware that after we issue your refund, it may take some additional time for your financial institution to make the funds available in your account. Refer to the following table for estimated processing times:

Credit Card: Up to 10 business days
PayPal: 5 to 7 business days

If you haven't seen the credit posted to your account within these timeframes, we recommend contacting your card-issuing bank for further assistance.

Feel free contact customer service if you need any helps . Thank you.

CONTACT US

US Warehouse Address: 410 E Santa Clara Street, Unit #658, San Jose, CA 95113, US

Head Office: 18 Tam Trinh, Hai Ba Trung District Ha Noi 100000 Viet Nam

Office Hours: Mon-Fri: 9AM to 6PM EST

Email support : info@moosfy.com