Refund Policy

Your Satisfaction Matters: Our Return Policy

At MOOOIHOME, your satisfaction is our priority, and we aim to make your return experience as seamless as possible. Please review our general return policy below for guidance.

90-Day Return Policy(Industry-leading)

If you're not fully satisfied with your purchase, you can initiate a return within 90 days of receiving your item. Please note that for returns not related to product quality issues, you will be responsible for the return or exchange costs. This includes a restocking fee of 15% of the purchase price and the shipping fee.

Original Packaging Required: To proceed with a return, it's crucial to retain the original packaging. For more details on the importance of keeping the original packaging, refer to our article "Why Should I Keep the Original Packaging."

Return Eligibility Conditions

To qualify for a return, the following conditions must be met:

• The item must be in brand-new condition, unused, and unassembled.
• No signs of usage should be evident, and all components must be intact.
• The original tags and packaging must be present.

Important: The 90-day return policy applies to each individual item and is based on the delivery date shown by the carrier’s tracking information, not the entire order. Returns will not be accepted if the item(s) were marked as delivered more than 90 days before the return was initiated.

Non-Returnable Items

Certain items are ineligible for return, including:

• Clearance items
• Customized items
• Opened bedding materials
• Items marked as "Non-Returnable" on the product page
• Items without original packaging or with significantly damaged packaging

Note: Unauthorized returns will be rejected, and no refund will be issued.

Before Initiating a Return

• Retain All Packaging: Please keep all original packaging and wrapping materials.
• Prepare for Return: When preparing the item for return, package it exactly as it was received, following the carrier’s guidelines. For larger items, you may need to prepare the pallet yourself.
• Non-Refundable Services: Additional services from the original order, such as doorway drop-off, room of choice delivery, or white glove service, are non-refundable.

Return Documentation: To assess the condition and eligibility for return, please provide at least one full-view picture of the product and the outer box, along with a photo of the internal packaging.

Return Shipping Costs

For non-quality-related returns, you are responsible for the return costs, which include a 10% restocking fee and the shipping fee. In some regions, we may provide a prepaid return label, with the return shipping fee deducted from your refund. If a prepaid label is unavailable, you will need to arrange the return shipping yourself.

Faulty or Damaged Products

Upon receiving your purchase, we recommend a thorough inspection. If there are any missing parts, damages, or incorrect items, please notify us immediately. Providing images of the product, packaging, and exterior labels will help expedite the resolution process.

For Damage Claims: If you notice damage to the outer packaging or products, please note this on the acknowledgment receipt, take photos, and submit the relevant information within 24 hours of receiving the goods. For assistance, contact us at service@moooihome.com.

Note: Unauthorized handyman services will not be reimbursed.

Supplemental Terms

Damaged Items: These refer to products damaged during shipping. Please report any damage within 24 hours of receipt and avoid discarding the damaged item or packaging. Contact us at service@moooihome.com for further assistance.

Undeliverable or Refused Packages

If a delivery attempt fails due to refusal, incorrect address, or lack of a signature, leading to reshipment or cancellation, you will be responsible for any additional handling and shipping fees incurred.

How to Initiate a Return

To initiate a return or exchange within the 90-day window, contact our Customer Experience team at service@moooihome.com with your order number. Please include photos clearly showing the product’s condition and any defects.

Once your return request is approved, you will receive an email with detailed return instructions and a return sticker. Do not return items without obtaining a Return Merchandise Authorization (RMA). Items sent to the address on the website or shipping label without authorization will not be accepted. The correct return address will be provided via email along with the return sticker.

Packaging and Shipping

• Package the Item(s): Ensure all parts are included in their original packaging.
• Ship the Package(s): Use a trackable shipping method and provide us with the tracking number and carrier information. Untrackable returns may result in refund delays.

Refund Process

• Confirmation: Within 3-5 business days of receiving your return, you will receive a notification confirming receipt and the processing of your refund.
• Refund Method: Refunds will be credited back to the original payment method (If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 5 business days for credit to appear) . For credit card payments, it may take up to one billing cycle for the refund to appear on your statement.

Avoid Chargebacks: Please refrain from initiating a chargeback with your credit card company during the return process, as it can cause delays. If you experience any issues or delays, contact us for assistance. We are here to help.