Refund policy
Return & Refund Policy
At Mooijane, we strive to ensure your satisfaction with every purchase. Our return policy covers two primary scenarios:
1. Product Quality or Transportation Damage If you receive a product with quality issues or damage during transportation, we will facilitate a hassle-free return and exchange process at no cost to you.
2. Customer Preference If the item does not meet your personal preferences and there is no product defect, the customer is responsible for return shipping costs.
Order Cancellation
You may cancel your order within 3 days of order confirmation. After this period, cancellation may not be possible. If your order is marked as "in transit," it cannot be canceled.
If you insist on canceling an in-transit order, a fee of 30%–50% of the order amount will be charged to cover warehousing, processing, and shipping costs. This fee will be deducted from your refund.
Why can't I cancel after shipment? Once a package leaves our factory, it enters a secure logistics network — whether by sea container or cargo aircraft — and cannot be intercepted or recalled. Please wait for delivery, then contact us for return instructions.
Eligible Returns & Refunds
You are entitled to a full refund or replacement in the following cases:
- The product is damaged due to a quality issue or transportation damage
- The item is unused and returned within our 30-day return window
- Any item returned to sender due to failed delivery
- Any item not delivered within 90 days
All of the above are covered 100% by Mooijane — we cover all associated costs.
Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate and resolve the issue.
Customer-Caused Returns
If the return is due to customer preference rather than a product defect, the customer is responsible for return shipping costs. This includes:
- The product does not meet personal expectations
- The size is considered too small or too large
- The color does not meet personal expectations
- Change of mind or no longer needing the item
- Wrong item or quantity ordered by the customer
- Product description was not read thoroughly before purchase
Non-Eligible Returns
The following are not eligible for a return or refund:
- Items returned after the 30-day return window
- Purchases of $5,000 or more
- Bespoke, custom, or special-order products
- Bulbs
- Items not in original condition or packaging
- Claims based on misinterpretation of a clearly described non-discounted item
Shipping charges are non-refundable. Return shipping costs are the customer's responsibility. We do not accept unregistered return packages.
Return Conditions
To be eligible for a return, items must:
- Be in the condition in which they were received
- Include all original parts, packaging, and manual
- Be returned unassembled if assembly was required
How to Return — Step by Step
Step 1 — Review this policy to confirm your order qualifies for a return.
Step 2 — Email us at support@mooijane.com with your reason for return. If reporting a quality issue, please attach photos so we can resolve it quickly.
Step 3 — We will assess your eligibility and confirm the refund amount based on your reason and order details.
Step 4 — We will provide a return address and shipping instructions. Returns not following our instructions cannot be processed.
Step 5 — Ship the item at your own expense. We do not cover return shipping or provide prepaid labels. Please include a copy of your order confirmation in the package.
Step 6 — Email us the tracking number once shipped.
Step 7 — We will process your return within 1–3 business days of receiving the item.
Refunds
Once approved, your refund will be applied to your original payment method. Bank processing typically takes 7–14 business days.
If you have not received your refund after this period:
- Check your bank account again
- Contact your credit card company — processing delays are common
- Contact your bank directly
- If the issue persists, contact us via the details below