1. General Return Eligibility
All items purchased directly from moxule.com are eligible for return or exchange, provided the item is unused, in its original condition, and returned within 30 days of the purchase date. Returns that do not meet these conditions (e.g., used, missing parts, or missing original packaging) will be rejected and returned to the customer. To ensure smooth processing, please include all original labels, tags, and packaging with your return.
Upon receiving your complete return request and necessary information, we will initiate the return process within 2 business days. Once we receive a valid return tracking number, we will process your refund within 1 business day.
2. How to Initiate a Return
To return items purchased from moxule.com, please email service@moxule.com with the following information:
- A detailed description of the reason for the return
- Your original order number
Once your return request is approved, we will send you an official return address so you can complete the return.
3. Return Shipping and Restocking Fee Rules
- Customer-Initiated Returns: If the return is due to personal reasons (e.g., changing one's mind, selecting the wrong size, etc.), the customer is responsible for all return shipping costs.
- Moxule Initiated Returns: If the return is due to our error (e.g., receiving damaged goods, sending the wrong goods, or goods with manufacturing defects), the customer will not need to pay any return shipping costs.
4. Returns of Goods Damaged in Transit
If your package is visibly damaged in transit (e.g., broken packaging, dented goods, or damage to the appearance of the goods), we recommend that you refuse to accept it.
If you have already signed for the package and subsequently discovered damage in transit, please contact us immediately: service@moxule.com. Our customer service team will guide you through the return process and provide the official return address to ensure your issue is resolved promptly.
