Return and Refund Policy

At MOOXNO, your satisfaction is our priority. Please read our policy carefully to understand your rights and our procedures.

1. 30-Day Return Window

You may request a return or exchange within 30 days of receiving your product. To be eligible, your item must be in its original, unused condition and packaging.

2. Returns Due to Product Defects

If you receive a defective item, we are committed to making it right.

• Proof Required: Please provide a video or photo demonstrating the defect.

• Resolution: We will offer a free replacement or a full refund.

• Action: Contact beatus.cai@mooxno.com within 30 days of receipt.

3. Returns for Non-Defective Items (Change of Mind)

If you wish to return an item that is not defective (e.g., unopened, original packaging):

• Restocking & Service Fee: Returns are subject to a service fee (approximately 10% of the item price or a fixed tiered fee) to cover processing and restocking.

• Shipping Costs: The customer is responsible for return shipping costs. Original shipping fees are non-refundable.

4. Important Delivery Guidelines

• Damaged Upon Arrival: If the package is visibly damaged upon delivery, please take photos immediately and refuse the package. Contact us right away so we can file a claim and arrange a replacement.

• Shipping Address: Always contact us for the correct return address before shipping any item back. Do not return items to the address on the original shipping label, as this will prevent us from processing your return.

5. Non-Refundable Situations

We cannot process a refund if:

• Items were sent to the wrong address without our prior authorization.

• The package was opened and used (unless defective).

• The order consists of accessories or specific clearance items.

• The product has already been replaced once under a defect claim.

6. Refund Process

1. Contact Us: Email beatus.cai@mooxno.com with your order number and reason for return.

2. Authorization: We will provide the specific return address once your request is approved.

3. Ship Back: Send the item back and provide us with the tracking number.

4. Processing: Once we receive and inspect the item, we will process your refund to your original payment method.

   • PayPal: Typically 1–2 business days.

   • Standard Refunds: Typically processed within 10–15 business days after inspection.

7. Cancellations

• Before Shipment: Email us ASAP with the subject line "Cancel Order".

• After Shipment: The order cannot be canceled. Please wait for the package to arrive, then contact us for return instructions.