Refund policy
Please double-check all purchase specifications before finishing checkout to ensure items are as preferred.
If you change your mind regarding a purchase before processing has begun, or want to apply adjustments to the items ordered, please reach out to our team at support@mooxa.com immediately. We will do our absolute best to hold or adjust the order, but due to rapid processing timelines, this cannot always be guaranteed.
60-Day Risk-Free Trial Guarantee
We are confident in the ergonomic and therapeutic support of the MooXa Travel Cushion. To qualify for our 60-Day Risk-Free Trial Guarantee, you must meet the following criteria:
- You must have tested the product for at least 14 days from the date of tracking delivery.
- Your return request must be submitted via email within 60 days of the delivery date.
- Personalized or premium customized orders, bundle variations, mystery promotional items, or replacement components are excluded from the risk-free trial.
Standard Return Conditions
For standard returns outside of the structural performance trial, products must be returned in their original packaging, unused, and in identical retail condition as received. Any items returned with noticeable signs of wear, field damage, odors, or lacking original inclusions may face flat-rate refurbishment deductions or total rejection of the return.
Return Exclusions & Promotional Codes
If an order was purchased utilizing a promotional coupon or seasonal markdown code, the item is non-refundable for capital cash back, but remaining balance values can be transferred entirely to an exchange order or a digital platform store credit.
Return Shipping & Logistics
Customers are responsible for funding all shipping fees associated with sending their physical assets back to our designated warehouse nodes. Initial freight/shipping charges collected during checkout are completely non-refundable. We highly recommend utilizing a shipping courier that offers end-to-end routing tracking links or postal insurance coverage; MooXa cannot assume financial liability for return packages lost, stolen, or disrupted mid-transit.
Processing Times for Returns
Once a package reaches our processing node, it takes 3-7 business days for our logistics staff to inspect the asset and authorize the refund transaction. Once approved, funds are automatically transferred back to the original method of payment. Please note that depending on your card issuer or banking structure, it may take 5-10 business days for the balance adjustment to visibly reflect on your statement.
Damaged, Defective, or Incorrect Deliveries
If your package arrives with critical factory damage, split seams, puncture defects, or if you received the incorrect variant completely, please contact us immediately. To process a swift evaluation and zero-cost resolution, please provide:
- Your original numeric order platform reference code.
- Clear photographic or raw video footage illustrating the problem.
- A description of any structural malfunctions noticed upon unboxing.
Upon confirming a factory or handling failure, MooXa will dispatch a brand-new replacement product completely at our own expense.