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The return policy is only suitable for our official site product. We will not take any responsibility for other websites that sell MOES products. Please do check everything carefully after you receive the parcel, and any man-made damage except DOA (Dead-On-Arrival) would not be covered. If your item has been damaged in transit or becomes faulty in the warranty period, please email us with pictures or video to show the problem. All unauthorized returns will not be accepted.

Note: All explaining authorization belongs to MOES. If you have any problems, please don't hesitate to contact us.


MOES accept returns within 60 days of the delivery date. Restriction may apply to certain cases as described below and Returns Policy.

Please note: We inspect all returned items, item(s) must be new, unused, in original condition and box, including all parts, accessories, and packaging. You must contact us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items.

(Except for product quality problems and wrong goods sent, we are not responsible for the costs of returns due to other reasons.)

  1. Reasons Supporting Free Return

Reasons Supporting Free Return


Solution / Remark

Wrong item sent


If you received our product not the same as the product listing obviously, you could send the product photos to us. We will return them for you after confirmation.

Free Return

  1. Reasons Not Supporting Free Return

Reasons Not Supporting Free Return


Solution / Remark

Arrived too late

MOES will not accept the free return if the delivery is delayed due to the logistics company's reasons.

Not returning

No longer want it

Receive the item but change the mind / order it by mistake / price changes

Not returning

Doesn't match the description

Receive the item not the same as the product description or image

Contact our customer service team for a suitable solution

Without manual or non-standard manual


Contact our customer service team for text or video installation operating manual

ordered by mistake

Buy the wrong version of product.

Shipping costs will be the responsibility of the buyer.

didn’t like the color/quality


Not returning

Note: We have no responsibility for items stained or damaged accidentally in the usage caused by the user's mistake.



All refunds will be credited to your original form of payment.



There are certain situations where only partial refunds are granted (if applicable)  

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error

- Any item that is returned more than 30 days after delivery


Note:Customers will only be charged once at most for shipping costs(this includes returns); No-restocking to be charged to the customers for the return of the product.


And we accept shipping method as e-Packet,China Post and fast shipping as DHL and FeDex.And if you have any other options for shipping,please contact us to confirm first,or we are not able to receive them.


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days,usually within 48 hours.


Late or missing refunds (if applicable)

If 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.

Next contact your bank. 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 services@moeshouse.com,we will check it for you again.