Return and Refund Policy
Thank you so much for purchasing our products. All of our products are supported by the return policy except the accessories and the used products. Before you apply to return or refund, please read our Return&Refund policy to confirm that your order is supported to be returned.
Your satisfaction is our top priority, please read our return and refund policy:
- Our website does not support refunds of one-time products
- There should be no artificially damaged if you request a return&refund.
- When you are ready to sign for the package, and founding that the package is broken. please take some pictures to prove that firstly. and contact us, then please refuse the package.
- All parts and accessories must be in the original package and no item is missing.
- Returning or Replacing can be processed within 30 days after receiving your product.
- If you request a return caused by a product defect, please contact us. We will replace the new product or process the refund for you.
- Shipping fees are non-refundable and the cost of return shipping is the responsibility of the customer.
- Free shipping order will be deducted the original shipping fee upon the refund. The return shipping fee need to be paid by yourself.
| Item Weight | ≤ 10 lb | 11 lb - 20 lb | 20 lb- 30 lb | ≥ 30 lb |
| Shipping Fee (Original) | $30 | $50 | $80 | $100 |
- If you request a return&refund, we will charge you a service fee based on your payment amount. The fee is mainly caused by the product value impairment and restocking fee.
| Product price | 0-$99 | $100-$299 | $300-$599 | $600-$899 | ≥$900 |
| Service fee | $20 | $50 | $65 | $95 | $120 |
- If you request a return caused by a product defect, we need a video to confirm this and keep it as a proof. Please send it to our email address. We will replace or refund for you. Thank you for your cooperation.
- If you request a return after receiving(the pacakges are not open),we have to charge you a service fee (about 1/10 of your payment amount),it includes original shipping fee,product loss fee and the loss caused by inventory occupation
Refund Policy
We cannot refund if it occurs one of the following situations:
- Send products to the wrong address (including “return to sender”, please confirm the return address with us before returning. The return address is different from the shipping address.).
- Choose the return method for cash on delivery.
- Order the accessories or used machine.
- The machine can only be replaced once without special situation, and the refund service will be unable to provide after replacement.
- Logistics lost orders. We will submit claims to the express company on all orders that are not received. And we need our customers to provide a Claim ID. We will not process refund until there is any solution received from the express company. We can re-send a product to you if you want.
- Regarding cancellation, after the package is shipped out or the package is rejected, the return shipping fee needs to be paid by customers.
Refund Process
- Contact us: email: beatus.cai@mooxno.com , let us know your order number and the reason for the refund.
- If you want to claim a return for quality issue, we need a video to confirm this and keep it as a proof.
- After we confirm and accept your application for returning or replacing, we will send you the return address.
- Send the product back, and please email us the tracking number.
- The refund will be completed within 20-25 days after we receive your return product.
- If you request a return caused by a product defect, we need a video to confirm this and keep it as a proof. Please send it to our email address. We will replace the new product or process the refund for you. Please contact us within 30 days after receiving your parcel.
- If you receive an incorrect product or miss accessories in any order due to an error on our part, please give us a picture for the item you received, we will replace or resend it without additional charge. Please contact us within 3 days after receiving the item to arrange replacement.
- All of the products are guaranteed to be in good quality, if the received product is damaged during shipment, please give us a picture for the damaged item, we will replace it without additional charge. Please contact us within 3 days after receiving to arrange replacement.
Note: Please contact us by email to request a return address before returning. Please do not send the product back to the original shipping address on the package. It is not our return address. If you return the product to that address, the return process cannot be proceed normally.
Refund Time
The refund time will be different because of the PayPal or bank transfer system. If the refund time beyond this time limit, please contact the PayPal or your issuing bank for further information.
- Refund Method: The refund will be processed to your original account.
- Refund time:
- PayPal: The refund will take 1-2 business days to arrive.
Cancel the order
Before shipment: please email us ASAP, and name the email "Cancel Order". We always handle this kind of emails firstly.
After shipment: unfortunately the order cannot be canceled after shipment. Please firstly email us to ask the return address and sign the package, and then sent it back to the certain return address we give you.
Exchange products
Replacing will be processed within 30 days after we receive your product. Please contact us by email to inform us of your order number and model you want to exchange, then please send the previous product back firstly, we will arrange to send a new product after receiving your returned package and confirming your shipping address.
Return process
Please contact us at the first time email: beatus.cai@mooxno.com
we will give you the appropriate return address. The unauthorized return is not acceptable.
Only when the package isn't opened,we accept the return at present.
If you have any questions about our Return & Refund Policy, please feel free to contact us, we are glad to discuss this policy with you.