Return and Refund Policy

We fundamentally believe you will be thrilled with the items you purchase from Moopy. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.


Order cancellation within 24 hours

If you suddenly change your mind after placing an order, please contact support@moopyonline.com within 24 hours to cancel your order. If it exceeds 24 hours, we cannot cancel the order for you. Since this is an international shipment, once the package is processed by the logistics company, it cannot be returned.

If your order is cancelable and paid by credit card, the bank will charge a fee of 2-5%.


Order returns within 30 days

  1. To be eligible for a return, your item/s must be in the same condition you received it. It must be unworn or unused, with tags attached, and in its original packaging. You will also need a receipt or proof of purchase. 

  2. To initiate a return, contact us at support@moopyonline.com and provide photos, including your merchandise invoice and item/s. If you cannot send an invoice, please include a copy of your receipt within 30 days of receiving your package (we cannot process returns or refunds after 30 days).

  3. If your return is accepted, you will receive a return shipping address and instructions. Pack and seal your return securely, and make sure your order number is visible on the package. This will enable us to track your return, if possible whether it was sent via the original package or any other available package. 

  4. We do not provide a prepaid return label to return your package. When sending your package, be sure to include a tracking number, signed delivery note, and/or insurance. Moopy is not responsible for any lost returns.

  5. We will not accept items returned without first requesting a return.

  6. Please note that if you change your mind about returning an item, you will be responsible for returning the package at your own expense. We will not reimburse shipping costs.

  7. There is a 20% restocking fee charged per returned item/s; this fee is deducted from your refund.


Exceptions / Non-returnable Items

  1. Non-returnable factors include products that you have used for a while but don’t like. Product damage is caused by human factors such as intentional scratches or other intentional damage during the warranty period.

  2. Personalized items, used items, or gift cards are non-returnable, non-refundable and non-exchangeable.

Damages and issues within 30 days of receipt

  1. If you received a defective item or your order was shipped incorrectly, please contact us at support@moopyonline.com and provide photos, including your merchandise invoice and item/s. If you cannot send an invoice, please include a copy of your receipt within 30 days of receiving your package. In this case, you can request an exchange or refund.

  2. If your return is accepted, you will receive a return shipping address and instructions. Pack and seal your return securely, and make sure your order number is visible on the package. This will enable us to track your return, if possible whether it was sent via the original package or any other available package. 

  3. We do not provide a prepaid return label to return your package. When sending your package, be sure to include a tracking number, signed delivery note, and/or insurance. Moopy is not responsible for any lost returns.

  4. If your return package is inspected and approved by our warehouse, we will immediately process an exchange or refund (including shipping costs, a shipping receipt must be provided).


Exchanges

The fastest way to ensure you get what you want is to return the item/s you have. Once the return is inspected and approved, make a separate purchase for the new item.


Refunds

  1. Please note that there is a 20% restocking fee for all returned item/s; this fee is deducted from your refund if you change your mind. 
  2. Once we have received and inspected your return, we will notify you and let you know if your refund or partial refund has been approved. If approved, where possible, funds will be processed back in the same way they were paid to Moopy, i.e. back to your Credit Card or PayPal. For credit cards, depending on your card issuer’s policy, it may take up to 3 to 14 business days for the refund to appear on your account. 

  3. An email notification of your refund will be sent to your registered email.

  4. If your order is cancelable and paid by credit card, the bank will charge a fee of 2-5%. 

We hope this policy clarifies your understanding of our return policy. If you have any further questions or concerns, please do not hesitate to contact support@moopyonline.com. We appreciate your understanding and value your satisfaction.

Alternatively, you can request a refund and return using the contact form.