Refund policy

At Moiasun, we hold a steadfast commitment to delivering high-quality products and unparalleled customer service. Our aim is to ensure complete satisfaction with every purchase, supported by a 30-day guarantee to uphold your happiness. If for any reason, our products don’t measure up to expectations, feel free to reach out to us at support@moiasun.com.

Cancellation Policy

We understand that sometimes changes are necessary. Any modifications or cancellations to your order can be made within 24 hours of placing the order. Post this timeframe, alterations might not be feasible as your order would have entered the processing stage. If a cancellation is made within the 24-hour window, your refund will be processed within 10 business days.

Returns and Refunds

Moiasun extends a 30-day return policy for unused items, provided they are returned in their original packaging. However, refunds will not be issued for items that have been used, worn, or damaged through normal use or misuse. If a return is not approved by our team, is devoid of a valid reason, or falls outside the 30-day window, a restocking fee of up to 25% of the purchase price may be applied.

To initiate a return, kindly email us at support@moiasun.com within 30 days of delivery, providing your order number and the reason for the return. All returns require our team’s approval before you ship the product back to us. Ensure items are returned in their original packaging and unused condition. Please include your order number and shipping name in your return package to expedite the process. Return shipping costs are borne by the customer unless the item was damaged upon receipt. Shipping costs are not reimbursed.

Upon receiving your return, we may take up to 10 business days to inspect the item(s). Following a satisfactory inspection, please allow up to 40 business days from the date we confirm your refund to process. If the refund is delayed post-confirmation, kindly contact your financial institution.

All refunds are processed in U.S. Dollar ($USD), consistent with the original purchase. Please be aware that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Product Concerns

Your pet’s safety is our priority. We urge customers to adhere to all usage instructions and safety precautions accompanying your product and available on our website. Failure to comply may lead to damage or injury, for which Moiasun cannot be held responsible. Refunds or replacements under such circumstances will be discretionary. Should any discomfort arise while using our products, cease usage immediately and contact us at support@moiasun.com. We are here to address your concerns and queries.

Damaged Items

We exercise meticulous care in packaging our products to avert damage during transit. An item is deemed damaged if it possesses a defect or is physically broken. Packaging damage incurred during shipping, like dented boxes, with the product remaining intact, is not classified as damage.

Should you receive a damaged item, notify us within 48 hours of delivery. Report the damage via email at support@moiasun.com, including a clear photo of the damage. We will assess eligibility for a replacement at no extra cost to you. Refunds, replacements, or returns are not entertained for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

We endeavor to ensure timely delivery of your order; however, we cannot be held accountable for any shipping or delivery delays beyond our control, including those engendered by the courier, customs, or other external factors affecting shipping. For any delivery issues, we recommend contacting the courier directly. Moiasun is not liable for any lost, stolen, or delayed packages.