At Moir Cooling (“We”, “Us”), we strive to provide you with the best possible shopping experience. If for any reason you are not satisfied with your purchase, we offer a convenient return and refund policy. Please read the following guidelines carefully to ensure a smooth process.
1. Eligibility for Returns
We provide a 7-day replacement, a one year warranty, and lifetime maintenance.
To be eligible for a return, your item must meet the following criteria:
The item must be in the same condition as when you received it, which means it should be unworn, unused, and undamaged.
All original tags and labels must still be attached to the item.
The item must be returned in its original packaging, including any boxes, bags, or protective materials it came with.
You must provide the original receipt or proof of purchase, such as an order confirmation email or invoice, to process the return.
Failure to meet any of these conditions may result in the return being rejected or a partial refund being issued. We encourage you to take good care of your items and their packaging to ensure a smooth return process.
2. Return Process
To start a return, please contact our Customer Support team at vivi@moircooling.com with your order number and the reason for the return.
Our team will review your request and if your request is accepted, we’ll provide you the return shipping address and return instructions.
Items sent back to us without first obtaining a return authorization from our Customer Support team will not be accepted.
3. Refund Process
Once we receive your return and it has been inspected to confirm it meets our return criteria, we will issue a refund to the original payment method within 7 business days.
Refunds for items purchased with store credit or gift cards will be issued in the form of store credit.
Please note that the time it takes for the refund to appear in your account can vary depending on your financial institution’s processing time.
4. Damaged or Defective Items
If you receive a damaged or defective or wrong item, please contact us immediately upon receipt.
We will evalute the issue, make it right or arrange for a replacement or full refund, including the cost of return shipping, without delay.
5. Exceptions
Some products may have different return policies due to manufacturer restrictions or hygiene concerns. These exceptions will be clearly noted on the product page.
Sale items or items purchased with a discount code may have modified return policies. Please refer to the product page or your order confirmation email for details.
6. Customer Responsibility
It is the customer’s responsibility to ensure that returned items are securely packaged to prevent damage during transit.
Any items returned damaged due to inadequate packaging may not be eligible for a refund.
7. After-sale Service Contact
If you have any questions about our Return & Refund Policy or need assistance with your return, please don’t hesitate to contact our Customer Support team at vivi@moircooling.com. We’ll proceed within 3 business days once receiving your request.
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