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Refund policy

Return & Refund Policy

We are committed to ensuring that you are completely satisfied with your Mooiehome purchase. Please review this policy carefully before placing your order — placing an order confirms that you have read and agreed to these terms.

Last Updated: September 11, 2026

1. Return Window

We accept returns and exchanges within 30 days of the confirmed delivery date. To be eligible, items must be:

  • Uninstalled, unused, and in original condition
  • Returned in original packaging with all accessories, hardware, and documentation included
  • Accompanied by proof of purchase (order number or confirmation email)

Requests submitted after the 30-day window will not be accepted.

2. Reporting Damage, Defects, or Incorrect Items on Arrival

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, contact us as soon as possible, and no later than 72 hours after delivery. Please include clear photos of:

  • The damaged, defective, or incorrect area of the product
  • The original packaging, both outside and inside, showing any signs of transit damage
  • The shipping label on the outer box

Reporting within this window allows us to file carrier claims and arrange the fastest resolution. Reports submitted significantly after delivery, or without supporting photos, may not qualify for full replacement or refund.

3. Step 1 — Obtain a Return Authorization (RMA) First

Do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified, processed, or refunded, and may be refused at the receiving facility.

Contact: support@mooiehome.com

4. Return Shipping Costs — Who Pays?

Return Reason Who Covers Return Shipping? Refund
Item arrived damaged or defective (reported within 72 hours per Section 2) Mooiehome — we provide a prepaid return label or send replacement parts at no cost Replacement, repair, partial or full refund — determined case-by-case
Wrong item shipped Mooiehome Replacement or full product refund
Customer preference (change of mind, does not fit, size or color expectations not met, personal reason, ordering error, etc.) Customer — you arrange and pay return shipping to our facility Product refund upon receipt and inspection, less any applicable handling or restocking fee (see Section 7)

Important: For factory-direct items shipped from our facility, return shipping costs are the customer's responsibility and can be significant (typically $80–$200+ depending on item size and weight, and in some cases higher for oversized fixtures). We strongly recommend contacting us before purchasing if you have any sizing, dimension, or compatibility concerns. For custom, made-to-order, or personalized items, please see Section 5 — these items are Final Sale and are not eligible for preference-based returns.

Original shipping charges paid at checkout are non-refundable, except when the return is due to our confirmed error. Expedited, express, or rush shipping upgrade fees are non-refundable in all cases, as the courier service has already been rendered once the order is dispatched.

5. Custom, Made-to-Order, and Personalized Items — Final Sale

Because they are produced or modified specifically for your order and cannot be resold, custom, made-to-order, and personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind, buyer's remorse, ordering error, or design preference reasons.

Custom / made-to-order items include, but are not limited to:

  • Extended or shortened cord, cable, or wire length
  • Extended or shortened rod, stem, chain, or drop length
  • Custom paint colors, custom finishes, or bespoke color matching
  • Non-standard sizes, dimensions, or configurations
  • Modified socket type, wattage, voltage, or wiring for a specific market
  • Any item marked as "Custom," "Made to Order," "Bespoke," or "Special Order" on the product page or at checkout

The only exception to the Final Sale rule is a confirmed manufacturing defect or shipping damage, reported within the window described in Section 2. In such cases we will provide repair, replacement parts, a replacement unit, or another appropriate remedy. A refund is not automatic in these situations, and cannot be requested simply because the custom item is no longer wanted, because the specification was submitted incorrectly by the customer, or because the finished color or dimension appears slightly different from a screen preview, sample photo, or personal expectation.

Because custom orders enter production shortly after payment and cannot be cancelled once production has begun, please confirm every detail — dimensions, cord or rod length, colors, wiring, wattage, quantity — before placing the order. If you are unsure, please contact us before purchasing.

6. Return Facility Location

Mooiehome fulfills orders directly from our Asia facility. Your confirmed RMA email will specify the exact return address and any customs or shipping documentation needed.

Mooiehome Returns
Asia Fulfillment Center
(Exact address and instructions provided upon RMA approval)

This location applies to all approved returns, including standard, oversized, and international orders.

Please do not ship to any address before receiving your RMA confirmation. Items returned without prior authorization, or to any address not specified in the RMA email, may be refused, delayed, or ineligible for refund.

7. Order Cancellation and Restocking Fees

Within 48 hours of order placement: Standard orders may be cancelled free of charge, provided the order has not yet entered production or fulfillment. To cancel, email us at support@mooiehome.com with your order number.

Expedited, express, or rush-shipping orders: These orders enter our expedited fulfillment queue immediately upon payment, and any expedited shipping upgrade fee is non-refundable once the order has entered that queue, even if cancellation is otherwise approved.

Custom or made-to-order items: Cannot be cancelled once production has begun. See Section 5.

After 48 hours: Because processing, production, packaging, and shipping arrangements typically begin shortly after purchase, cancellation may no longer be possible. If cancellation is still approved at this stage, reasonable handling, production, and logistics costs may be deducted from any refund.

After shipment: Once an order has been dispatched (including consolidation into bulk sea freight or handoff to air freight), cancellation is no longer possible. Please wait to receive the item and, if you no longer want it, follow the standard return process described above.

Refused delivery / forced cancellation after shipment: If you refuse delivery of a shipped order, or force a cancellation after the item has been dispatched, a restocking and logistics fee of 30%–50% of the item value will be deducted from your refund to cover incurred outbound shipping, return-to-origin costs, and handling.

8. Non-Returnable Items

  • Custom, made-to-order, or personalized products (see Section 5)
  • Items returned outside the 30-day window
  • Items that have been used, installed, wired, altered, damaged after delivery, or returned in materially incomplete condition
  • Items returned without RMA authorization, or shipped to an address not specified in the RMA email
  • Bulk orders of 3 or more identical items — unless there is a verified quality defect. We recommend purchasing a single sample before committing to a large order
  • Expedited shipping fees, once the courier service has been rendered
  • Clearance, final-sale, or promotional-price items, unless otherwise stated

For high-value or large project orders, please contact support@mooiehome.com before purchasing to confirm specifications, lead time, and return eligibility in writing.

9. Alternative Resolution for Preference Returns

For standard (non-custom) items returned for personal preference, change of mind, or other non-quality-related reasons, the standard resolution is a return to our facility as described in Section 6, with the customer responsible for return shipping as described in Section 4.

In limited cases, and entirely at Mooiehome's sole discretion, we may offer store credit as a courtesy alternative to a standard return. Any such offer, if made, will be for a portion of the item purchase price (excluding original outbound shipping and any expedited shipping upgrade fees), issued as a single-use code with no cash value, valid for 12 months from issuance, and non-transferable.

Any courtesy alternative offered under this section is:

  • Not a customer right or entitlement under this policy;
  • Determined case-by-case based on the product category, order value, shipment origin, and account history;
  • Not available for custom, made-to-order, personalized, oversized, or clearance items;
  • Final and non-negotiable in amount and form once offered — declining a courtesy alternative returns the case to the standard return process.

Cash refunds without physical return of the merchandise are not available. Photographs of local disposal, donation, destruction, resale, gifting, or any other disposition of the item do not qualify the customer for a refund of any amount. All refunds require the merchandise to be received in acceptable condition at the return facility we designate.

To inquire about a courtesy alternative, please mention it in your return request email to support@mooiehome.com. We do not guarantee that any alternative will be offered.

10. Refund Processing Timeline

Once your return is received at our facility and passes inspection, we will notify you of approval. Approved refunds are processed to the original payment method within 7–14 business days, depending on your payment provider or bank processing time.

If more than 15 business days have passed since we approved your return, please contact us at support@mooiehome.com.

11. European Union — 14-Day Right of Withdrawal

EU customers have the right to withdraw from a purchase within 14 days of delivery without providing a reason, provided the item is uninstalled and in its original condition. Standard EU consumer protection rights apply and are in addition to this policy where required by law.

12. Exchanges

We do not process direct exchanges. To get the correct item, return your original item following the steps above and place a new order once your refund is issued. Any related shipping costs are the customer's responsibility, and international exchanges may involve customs duties and import taxes borne by the customer.

13. Product Disclaimers

  • Colors may appear slightly different on-screen due to individual monitor and device display settings. Please refer to the actual product upon receipt.
  • All dimensions are manually measured and may vary by +/- 1–2 cm. This tolerance is within our stated standard and does not constitute a defect.
  • Any courtesy alternative resolution (including store credit, partial refund, or exchange offer) is made at Mooiehome's sole discretion and does not create a right, precedent, or entitlement for any current or future order.

14. Customer Service

Email: support@mooiehome.com
Phone: +1 800-867-5009
Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

Last updated: September 11, 2026 · Mooiehome