Moyustore Return and cancellation policy

Our Commitment

We meticulously inspect all products visually before packaging and shipping to ensure you receive them in perfect condition.

Hassle-Free Returns

You may request a return within 7 days of receiving your order, for any reason. If the return is not due to a product defect, please ensure the item is returned in its original condition, including all original packaging, accessories, and accompanying documentation.

Refund and Exchange Details

We will gladly offer a full refund or a brand-new replacement in the following circumstances:

• The product has a manufacturing defect.
• The package was lost during transit.
• You received the wrong item(s).
• The item(s) you ordered are out of stock.
• Your order was canceled.

We will offer a partial refund in the following circumstances:

• You ordered the wrong item(s).
• The delivery of your order exceeds the estimated delivery date by more than two weeks.

We will not be able to offer a refund in the following situations. However, we can arrange a replacement if you are willing to cover the reshipping costs:

• You provided an incorrect shipping address.
• The package could not be delivered due to an unrecognizable address.
• The recipient was unavailable or could not be contacted.
• The recipient was required to pick up the package but failed to do so in a timely manner.
• You contacted customer service to cancel the order after it had already been shipped.

How to Return a Package

If you need to return a product, please contact our customer service team first at service@moyustore.com.

If the return is due to a product defect or an error on our part, we will send you a prepaid shipping label or reimburse you for reasonable return shipping costs upon receipt of proof of payment. For all other return reasons, you will be responsible for the return shipping fees.

Please note that overseas returns may take approximately one month to be received. Our team will inspect the package within two business days of arrival and contact you via email (service@moyustore.com) with the outcome, after which a refund will be processed.

Return Procedure

To initiate a return, refund, or exchange for any product, please contact us at service@moyustore.com or through the "Contact Us" page on our website.

Please Note: You may be required to provide a receipt and/or proof of purchase, as well as clear photos or videos illustrating any product defects, shipping errors, or other issues.

Upon verification and confirmation, a new replacement or a refund will be processed within 1-3 business days.

Order Cancellation Policy

Moysutore understands that plans can change. If you need to cancel your order, please review the following cancellation policy:

1. Order Cancellation Window

   Cancellation requests can be made within 5 hours of placing your order. Beyond this point, your order will begin processing, and cancellation may no longer be possible. Kindly be aware that orders with sufficient stock are typically shipped within 2-24 hours.

   Once an order has been shipped, it cannot be canceled. In such cases, please accept the delivery and then initiate a return. For cancellations requested due to personal reasons after shipment, you will be responsible for the return shipping costs and any applicable taxes or duties.

2. How to Cancel

   To cancel your order, please contact our customer service team as soon as possible at service@moyustore.com, providing your order number.

3. Cancellation Fees

   • Cancellation Before Processing: If your order is canceled before it begins processing, no cancellation fee will be applied.
   • Cancellation After Processing: If your order has already been processed or shipped, it cannot be directly canceled. However, you may return the package to us upon receipt in accordance with our return policy. In this case, you will be responsible for any applicable shipping costs.

4. Refunds

   • Eligible Cancellations: For orders canceled within the allowed timeframe, a full refund will be issued to your original payment method. Refunds are typically processed within 2 business days.
   • Ineligible Cancellations: If your order has already been shipped or is in the processing stage, please refer to our return policy for instructions on how to return the item(s) upon arrival.

5. Exceptions

   • Custom Orders: Orders for customized or personalized items cannot be canceled once production has begun. Please double-check your order details before confirming your purchase.
   • Final Sale Items: Items marked as "Final Sale" are not eligible for cancellation.

6. Klarna and PayPal Cancellations

   • Klarna: If you used Klarna for payment and need to cancel your order, we will notify Klarna to cancel the transaction. Any outstanding Klarna payments or installments will be adjusted or canceled accordingly.
   • PayPal: For orders paid via PayPal, your refund will be processed through PayPal. You will receive a confirmation email from PayPal once the refund has been sent.

7. Contact Us

   For any questions or if you need to cancel an order, please reach out to our customer service team at service@moyustore.com. Our team is here to assist you Monday through Friday. We want to get your order to you as quickly as possible, and our warehouse operates Monday to Saturday, with shipping confirmation emails sent as soon as your order leaves our facility. If your order happens to ship on a weekend, a cancellation request sent during that time might unfortunately be processed after the shipment. In these situations, we kindly ask that you accept the delivery and then follow our easy return process. Please understand that we reserve the right to refuse refunds for intentionally refused packages or unjustified disputes.