01. Policy Overview (14-Day Return Policy)

We offer a 14-day return window. You may submit a return request within 14 calendar days after receiving the final item of your order. If the 14th day falls on a weekend or public holiday, your request deadline is automatically extended to the next business day.

To be eligible for a return, your item must satisfy all of the following conditions:

• Original Condition: The item must remain in the exact condition as received—free from unauthorized modification, alteration, physical damage, or signs of improper use.
• Complete Packaging & Accessories: Must be returned fully in its original packaging, including all enclosed components (e.g., original charger, user manuals, assembly tools, and bundled accessories).
• Proof of Purchase: A valid order number and official proof of purchase must be provided.

02. Order Cancellation (Pre-Shipment)

Unshipped Orders: Prior to shipment, you may contact customer support at any time to request an order cancellation and receive a 100% full refund.

Shipped Orders: Once dispatched, orders cannot be intercepted or canceled in transit. If you wish to return the product upon delivery, please follow the standard return process outlined in Section 3.

03. Return Process & Shipping Fee Breakdown

Step-by-Step Return Flow:

Shipping & Fee Terms:

04. Damaged, Defective, or Incorrect Items

Please inspect your package thoroughly upon delivery. If your item arrives with quality defects, transit damage, or missing components:

• Contact our customer service team within 48 hours of delivery.
• Attach clear photos or videos showing the outer packaging, shipping label, and the specific area of damage/defect in your email.
• Upon verification, we will promptly arrange replacement parts, a product exchange, or a complete resolution at no extra cost.

05. Non-Returnable & Final Sale Exclusions

The following items and conditions are strictly non-returnable, non-exchangeable, and non-refundable:

• Clearance & Sale Items: Products explicitly marked as "Final Sale" or clearance items.
• Customized Products: Custom-tailored items, personalized equipment, and electronic gift cards.
• User-Induced Damage: Products exhibiting visible signs of misuse, unauthorized disassembly, alteration, or damage resulting from improper assembly or operation.

06. Product Exchange Rules

To request an exchange (e.g., size, color, or model variations), please contact us at xgyssp1@moojay.com prior to sending back any item. Our team will verify real-time inventory, calculate any applicable price adjustments, and guide you through a seamless exchange procedure.

07. EU Consumer 14-Day Right of Withdrawal

For orders delivered within European Union member states, consumers possess a statutory right to cancel or return their purchase within 14 calendar days without providing any reason. Returned goods must still satisfy fundamental return criteria (original condition, undamaged, complete packaging, and proof of purchase).

08. Refunds & Processing Timeline

• Warehouse Quality Inspection: Once received, our warehouse team will complete a quality inspection within 2–3 business days and notify you of the approval status via email.
• Original Payment Method: Approved refunds will be automatically credited back to your original payment method.
• Refund Timeline: Funds generally reflect in your account within 10 business days (processing times may vary according to your banking institution or card issuer).
• Overdue Assistance: If you have not received your refund after 15 business days from approval notification, please contact us immediately at xgyssp1@moojay.com.