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Claim
This return policy applies only to products purchased from our official website (moeshouse.com). We are not responsible for products sold by other websites. Please inspect your parcel carefully upon receipt. Man-made damage, unless classified as DOA (Dead-On-Arrival), is not covered. If your item was damaged in transit or becomes faulty within the warranty period, please email us with photos or a video showing the issue. All unauthorized returns will not be accepted.
Note: All final interpretations of this policy belong to MOES. If you have any questions, please contact us.
Returns
MOES accepts returns within 60 days of the delivery date. Restrictions may apply as described below.
All returned items must be unused, in their original condition and packaging, including all parts and accessories. Please contact us with your order number and product details before returning. We will respond promptly with return instructions.
Note: Except for product quality issues or wrong items sent, return shipping costs are the responsibility of the buyer.
Reasons Supporting Free Return
| Reason |
Details |
Solution |
| Wrong item sent |
If you received a product clearly different from what was listed, please send us photos. We will arrange a free return after confirmation. |
Free Return |
| Item damaged in transit or DOA |
If the item arrived damaged or is Dead-On-Arrival, please email us with photos or video evidence. |
Free Return or Replacement |
Reasons Not Supporting Free Return
| Reason |
Details |
Solution |
| Arrived too late |
MOES will not accept a free return if delivery was delayed due to the logistics company. |
Not eligible for return |
| No longer wanted |
Item received but buyer changed their mind, ordered by mistake, or price changed. |
Not eligible for return |
| Doesn't match description |
Item received does not match the product description or image. |
Contact customer service for a suitable solution |
| Missing or non-standard manual |
Product manual is missing or unclear. |
Contact customer service for text or video installation guide |
| Ordered wrong version |
Buyer selected the wrong product variant. |
Return shipping costs are the buyer's responsibility |
| Disliked color or quality |
Subjective dissatisfaction with appearance or quality. |
Not eligible for return |
Note: MOES is not responsible for items stained or accidentally damaged due to user error.
Refunds
All approved refunds will be credited to your original payment method.
Partial Refunds
Partial refunds may be granted in the following situations:
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error
- Any item returned more than 60 days after delivery
Note: Customers will only be charged shipping costs once (including returns). No restocking fee will be charged.
Return Shipping Methods
We accept returns shipped via e-Packet, China Post, DHL, and FedEx. If you wish to use a different shipping method, please contact us first to confirm — otherwise we may not be able to receive the return.
Refund Processing
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed and applied to your original payment method, usually within 48 hours.
Late or Missing Refunds
If you have not received your refund yet, please follow these steps:
- Check your bank account again
- Contact your credit card company — posting may take some time
- Contact your bank — there is often a processing period before a refund appears
- If you have done all of the above and still have not received your refund, please contact us at service@moeshouse.com and we will investigate further.
