Refund and Return Policy
Overview
At Moodzoom, we value our customers and strive to provide bags that combine style, durability, and functionality. We understand that online shopping can sometimes raise questions about product satisfaction, delivery, and returns. This Return and Refund Policy has been designed to ensure transparency and clarity, providing you with detailed information about your rights, responsibilities, and the steps involved in returning a product or requesting a refund. Our goal is to make the return process straightforward, fair, and customer-friendly, while maintaining the quality and service standards you can expect.
Eligibility for Returns
Customers are eligible to request a return or refund within fourteen (14) days from the date the order is delivered. This timeframe allows sufficient opportunity for customers to inspect their purchase and determine if it meets their expectations. To qualify for a return, the bag must be unused, in its original condition, and include all packaging, tags, accessories, and components that were provided at the time of purchase. Moodzoom reserves the right to inspect all returned products to ensure they meet these eligibility criteria before processing any refund.
Bags that have been worn, altered, damaged, or show signs of use may not be eligible for return. Items that are returned without prior authorization from Moodzoom’s support team may be refused or delayed, as it is important for us to manage and track returns efficiently. We encourage customers to contact our support team promptly if they have concerns about the condition of their product or wish to request a return.
Items Not Eligible for Return
Certain items may be ineligible for returns due to safety, hygiene, or regulatory reasons. For example, bags that are personalized, customized, or marked as final sale are non-returnable. Products that have missing parts, broken packaging, or any evidence of use may also be excluded from the return policy. Moodzoom reserves the right to refuse any return request if the product does not meet the outlined eligibility criteria. Our intention is not to limit customer rights, but to maintain product quality and ensure a fair return process for all buyers.
How to Request a Return
To initiate a return, customers must contact Moodzoom support via email at support@moodzoom.shop within the 14-day return period. The support team will review the request and provide detailed instructions on how to return the product. This may include guidelines on packaging, shipping methods, and any documentation required. Returns sent without prior authorization may be delayed, lost, or rejected, so it is critical to follow this step to ensure a smooth return process.
When contacting support, customers should provide their order number, the reason for the return, and any relevant details about the product. Moodzoom aims to respond to all return requests within 24–48 business hours to facilitate a timely resolution.
Return Shipping Responsibility
Customers are generally responsible for covering the shipping costs associated with returning a product, unless the return is due to an error by Moodzoom, such as shipping the wrong item or delivering a damaged product. We recommend using a trackable shipping service for all returns to protect against loss or damage during transit, as Moodzoom cannot assume responsibility for items lost or damaged while being returned.
It is the customer’s responsibility to ensure that the product is securely packaged to prevent damage during the return shipment. Moodzoom may refuse or partially refund items that are returned in damaged condition due to improper packaging.
Refund Processing
Once the returned product is received and inspected by Moodzoom, a decision will be made regarding the refund. Approved refunds are processed promptly, and the amount is issued to the original payment method used at checkout. Refunds typically take 7 business days to appear in the customer’s account, depending on the policies of the payment provider and the financial institution involved. Moodzoom has no control over delays caused by these third parties.
Refunds may take several business days to process, and Moodzoom appreciates customer patience during this period. In cases where a return does not fully meet eligibility criteria, a partial refund may be issued. This may include deductions for shipping costs, missing items, or product damage not caused by Moodzoom. Our aim is to ensure fair resolution while maintaining transparency about any deductions.
Order Cancellations
Customers may request to cancel an order before it has been shipped. If the cancellation is approved, a full refund will be issued to the original payment method. Once an order has been dispatched, it is no longer possible to cancel it, and the standard return process must be followed. Moodzoom encourages customers to act promptly if they wish to cancel an order to prevent unnecessary delays or complications.
Exchanges
At this time, Moodzoom does not offer direct exchanges. Customers wishing to exchange a product must return the original item following the return process and place a new order for the desired product. This ensures that all items being shipped meet our quality standards and prevents confusion in processing exchanges.
Damaged or Defective Items
If a product arrives damaged, defective, or significantly different from the item ordered, customers should contact Moodzoom support immediately at support@moodzoom.shop. Include the order number, detailed description of the issue, and photos of the item. Moodzoom will review the case and provide a suitable solution, which may include a replacement or refund. Our goal is to resolve such issues promptly and fairly to maintain customer satisfaction.
Policy Updates
Moodzoom reserves the right to update, modify, or revise this Return and Refund Policy at any time to reflect changes in business practices, legal requirements, or service improvements. Customers are encouraged to review the policy periodically for updates. Continued use of the Moodzoom website after any updates constitutes acceptance of the revised Return and Refund Policy.
Business Details
Business Name: Moodzoom
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT-05:00)
Business Email: support@moodzoom.shop
Business Address: 334 E 25th St, New York, NY 10010, United States