Return & Exchange Policy

RETURN AND REFUND POLICY

This is the Return and Refund Policy of Moomaya, and it covers all products purchased from Moomaya.

RETURNS

Your satisfaction is our top priority. Before placing an order on our online store, we advise you to check the product description carefully. By placing an order for a product, you agree to be bound by the terms and conditions of sale included in the item's description.

If for some reason, you are not entirely satisfied with your purchase and you desire to return your item for a full refund within 7 days, please contact us before sending the item back to us for a refund. We do not acknowledge or accept returned items that were sent back by you directly without checking with us first. Please provide as many details as possible, including ORDER number, Full Name, Address, Phone Number, and REASON for the return. If the return is approved, you will get further directions on shipping the package back to us. Any refund, store credit, or replacement will be issued once the return has been received and processed.

Return eligibility: We require the returned product(s) to be unused and in the original packaging. All returned items must be unused, unwashed, and returned in their original condition. The original tag must still be attached to the product. To complete your return, we do require a receipt or proof of purchase.

You may also be required to fill in a return form provided by us to proceed with the return process. Once we receive the items, we will fully refund you the amount you paid for the product(s) less the inbound and outbound shipping costs.

Please Note: All shipping charges are NON-REFUNDABLE. Where your original shipping was free, our cost of shipping your order will be deducted from your refunded amount.

RETURN PROCESS

1. Email us to return your item, providing full description and details of your purchase.
2. Wait for response and return confirmation.
3. Ship back your order directly to our office center.
4. Please allow 7 business days for your return to be processed. Once your return is processed, you will receive an email confirmation.

Our policy for return lasts for 15 days. If 15 days have gone by since your delivery; unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Depending on your location, the time it may take for your exchanged product to reach you may differ.

Damaged or Faulty Returns

You need to notify Moomaya as soon as possible in the unlikely event that your item arrives damaged or faulty. Please submit a damage/faulty return request to our Customer Care Team within 24 hours of delivery. In order to assist the return process, you may be required to provide additional information. Please do not attempt to return the items before speaking to one of our Customer Care Team (you may be responsible for any associated expenses if you do so). If after the preliminary assessment our Customer Care agent assesses and approves the return, we will contact you to proceed with the return process. Depending on whether it is a minor or major defect, Moomaya will arrange a replacement or give you a store credit or rebate of part or all of the Product price.

It does not constitute a defect if, in our reasonable opinion, the Product has, following the sale to you, become of unacceptable quality due to fair wear and tear or misuse.

REFUND POLICY

In regards to any/all Payment transactions entered into or involved by Moomaya in any of its dealings; the following “Refund Policy Agreement” would be enacted if the other party (including clients, customers, or affiliates) requests a refund, subsequent to a monetary transaction. We will refund to you any prepaid fees covering the remainder of the term of all Ordered service(s) after the effective date of termination.

Note: If utilizing an approved Prepaid Card, Moomaya will attempt to refund the payment method within the scope of our refund policy. Moomaya is not responsible for refunds to a Prepaid Card in the event that the cardholder no longer has possession of the Prepaid Card utilized in the transaction.

Late or Missing Refunds (If Applicable)

If after you fully comply with the return policy and 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 and communicate with your bank. There is often some processing time before a refund is posted. If you’ve performed all of these processes and you still have not received your refund yet, please contact us as soon as possible.

CANCELLATION

In the case of dissatisfaction or for any other reasons deemed fit by the user, before a request for a refund or before the Cancellation/Termination of any ongoing service rendered by Moomaya is made, we strongly advise reporting a reason for discontinuity of service by the user before requesting a refund. Hence, both parties will agree upon the termination of service by the terms under which the service is rendered and of this policy, having evaluated and agreed to the reason for termination.

EXCHANGE

If we have delivered to you the wrong item or a defective item, we will send you a new item and take care of all delivery fees with no cost to you. Please let us know immediately within 24 hours of receiving such items. If you return an item for an exchange and we don't have the item in stock that you've requested, your order will be placed on hold until we restock that item, or you can request a store credit. Please add tracking to your package so you can track it back to our location. It’s your choice whether you add insurance to your package, but we strongly recommend it just in case your package is lost. We will not be responsible for lost packages. All exchange items MUST BE packaged in the original container and in new and sellable condition with tags attached. Exchanges will not be accepted if the item has been worn, washed, damaged, or soiled. No exceptions. We must receive the exchange items in our warehouse no later than 14 DAYS from the delivery date. After 14 DAYS, the items can no longer be exchanged.

CLAIMS

Moomaya may from time to time update the existing Eligibility Criteria or put up new Eligibility Criteria in place to specify any additional terms and conditions that may apply to a particular benefit. Subject to acceptable returns in accordance with the terms of this Policy, Moomaya will pay all Reasonable Charges for products ordered up to the respective Policy Limits, less any Excess. A claim can be made under this Policy by submitting a formal written complaint to the customer support on Moomaya Website or posted to the office address of Moomaya. All claims are subject to the provisions of this Policy.

NOTE: If you sent an item for return and the item does not qualify for a return, you will want the item back because we will not exchange the product or refund you. If your disqualified return needs to be sent back, you will be held responsible to pay delivery fees to get the item back to you. We will not send a disqualified item back until delivery costs are paid. It is your responsibility to thoroughly read the return policy. If you are unsure if your item qualifies for exchange or return, please contact us by phone or email prior to sending in your item.