Clear return steps, fair cost responsibilities, and realistic refund timelines.
You may inspect and briefly test the product, but unnecessary use or damage can affect the refund.
You may unbox the product, assemble it according to the instructions, and perform a brief functional test to confirm its nature, characteristics, and basic operation.
A valid order number or other proof of purchase is required.
Outdoor riding, accumulated mileage, visible wear, dirt, scratches, impact damage, improper use, unauthorized disassembly, or modification may reduce the refund or make a non-EU return ineligible.
Applicable statutory rights remain unaffected.
Return costs depend on the reason for the return and applicable consumer law.
| Return reason | Return shipping | Restocking fee |
|---|---|---|
| Change of mind | The customer arranges and pays for return shipping and purchases their own shipping label. | No restocking fee |
| Approved defect, transit damage, missing item, or wrong item | After reviewing the reported issue, MOOJAY may provide a return label or reimburse all or part of the approved return shipping cost, depending on the circumstances. | No restocking fee |
| Original delivery charges | Non-refundable except where applicable law requires otherwise. Standard delivery charges for an EU statutory withdrawal are refunded where legally required. | — |
Return shipping costs vary by destination, product size, carrier, and current rates. Customer support may not be able to provide an exact advance estimate. Any estimate is for reference only; the actual amount charged by the carrier applies.
Please do not send a product back until support has approved the request.
Send your order number, return reason, and helpful photos or videos to xgyssp1@moojay.com.
We confirm eligibility, the correct warehouse, and shipping instructions. Depending on the approved reason, you will arrange the shipment or receive label or reimbursement instructions.
Pack all items securely, follow the authorization instructions, use a trackable service, and keep the tracking reference.
Reasonable testing is allowed. The returned product should be clean, securely packed, and include the charger, manuals, assembly tools, and bundled accessories supplied with the order.
Any deduction will be documented and explained.
Final Sale and exclusions: Where permitted by law, items clearly marked Final Sale or clearance, customized or personalized products, and electronic gift cards are not eligible for change-of-mind returns. These restrictions do not limit applicable rights for defective, damaged, or misdescribed goods.
Please contact us within 48 hours whenever possible and include clear photos or videos of the product, packaging, and shipping label. Reporting later does not automatically affect applicable warranty or statutory rights.
Contact support before returning anything. We will confirm current inventory, any price difference, and the available exchange procedure for your order.
You may request a full refund before a tracking number is provided. After a shipping label or tracking number is issued, cancellation is not guaranteed and depends on whether support can successfully intercept the package before carrier pickup. Once in transit, the standard return process applies.
For eligible orders delivered in the European Union, consumers may withdraw within 14 calendar days without giving a reason. This statutory right overrides conflicting store restrictions.
Refunds follow applicable statutory deadlines. Where permitted by law, MOOJAY may wait until the returned goods are received before issuing the refund. We will notify you by email as the return moves through inspection and refund processing.
Normally completed within 2–3 business days after the return is received.
Approved refunds are returned to the original payment method.
Funds generally appear within 10 business days, depending on the bank or card issuer.
If more than 15 business days have passed since the refund approval notice, contact xgyssp1@moojay.com to confirm the refund status and also contact your bank. EU refunds remain subject to applicable statutory timing requirements.
Submit the request within 14 calendar days after receiving the final item in your order. If the deadline falls on a weekend or public holiday, it extends to the next business day.
Yes. You may unbox, assemble, and briefly test it as reasonably necessary to confirm its basic operation. Outdoor riding, accumulated mileage, wear, damage, or handling beyond a reasonable inspection may affect the refund.
For a change-of-mind return, the customer arranges and pays for return shipping and purchases their own shipping label. For an approved defect, transit damage, missing item, or wrong item, MOOJAY reviews the reported issue and may provide a return label or reimburse all or part of the approved return shipping cost, depending on the circumstances.
Where legally permitted, a reasonable deduction may reflect the documented replacement cost or the product’s actual diminished value. It is not an automatic restocking fee.
Where permitted by law, items clearly marked Final Sale or clearance are not eligible for change-of-mind returns. Applicable statutory rights for defective, damaged, or misdescribed goods remain unaffected.
Inspection normally takes 2–3 business days after the return arrives. Approved refunds go to the original payment method, and banks generally post them within 10 business days. Contact us if more than 15 business days have passed after approval.
Contact us before sending anything back, and include your order number.