Refund policy

Return & Refund Policy

At Mooijane, we strive to ensure your satisfaction with every purchase. Because our fixtures are large, fragile, and shipped internationally, every return and refund request is reviewed individually. The remedy offered will depend on the nature of the issue, the supporting evidence provided, and the condition and status of the order. Our return policy covers two primary scenarios:

1. Product Quality or Transportation Damage If you receive a product with a verified quality issue or damage that occurred during transportation, we will work with you toward an appropriate resolution — which may include replacement parts, a replacement unit, a partial refund, or a full refund — at no return-shipping cost to you where a return is required.

2. Customer Preference If the item does not meet your personal preferences and there is no product defect, the return is subject to our approval, the customer is responsible for return shipping costs, and a restocking fee may apply.

Order Cancellation

You may request cancellation within 3 days of order confirmation. After this period, cancellation may not be possible. Because most items are prepared and dispatched shortly after confirmation, orders that have entered processing or fulfillment may already be subject to handling costs. If your order is marked as "in transit," it cannot be canceled.

If you insist on canceling an order that has entered fulfillment or is in transit, a fee of 30%–50% of the order amount will be charged to cover warehousing, processing, and shipping costs already incurred. This fee will be deducted from your refund.

Why can't I cancel after shipment? Once a package leaves our facility, 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.

Issues Eligible for Review

You may submit a return, replacement, or refund request in the following cases. Each case is assessed individually, and the specific remedy — replacement parts, replacement unit, partial refund, store credit, or full refund — is determined based on the circumstances and evidence:

Quality issues or transportation damage — must be reported within 7 days of delivery, with clear photos or video of the item, the damage, and all packaging. Where the issue can be fully resolved with replacement parts or a replacement unit, that remedy will be offered first. Refunds (partial or full) are considered when replacement is not practical.
Unused items returned within the 30-day return window — subject to prior return authorization, inspection upon receipt, and the conditions described in "Customer-Caused Returns" below if the return is preference-based.
Items returned to sender due to failed delivery caused by the carrier — we will reship at no cost or issue a refund after the item is received back and inspected. If the failed delivery was caused by an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, outbound and return shipping costs and a handling fee will be deducted from any refund.
Extended delivery delays — estimated delivery times are estimates, not guarantees, and may be affected by customs clearance, carrier operations, weather, or other events outside our control. If your order has not been delivered within 90 days of shipment and tracking shows no movement or the carrier confirms the shipment is lost, contact us and we will open an investigation with the carrier. Once loss is confirmed, we will offer, at your choice, a free reshipment or a refund. Orders that are delayed but actively moving in the logistics network do not qualify for a refund on the basis of delay alone.

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us within 7 days of delivery so we can evaluate and resolve the issue. Claims reported after this period, or after the item has been installed, modified, or used, may be declined or eligible only for a partial remedy.

Customer-Caused Returns

If the return is due to customer preference rather than a product defect, the return requires prior authorization, the customer is responsible for return shipping costs, and a restocking fee of up to 20% of the item price may be deducted from the refund. This includes:

The product does not meet personal expectations
The size is considered too small or too large
The color, finish, or brightness does not meet personal expectations (note that screen display and photography lighting may differ from the physical product; minor variations in natural materials such as stone, wood, rattan, and hand-applied finishes are inherent characteristics, not defects)
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

Refunds for preference-based returns are issued only after the item has been received back and passed inspection, confirming it is unused, uninstalled, and in original condition with complete packaging. Items that arrive back damaged, incomplete, or showing signs of installation or use may receive a reduced refund proportional to the diminished value, or may be ineligible for a refund.

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 and other consumable accessories
Items not in original condition or packaging, or items that have been installed, hardwired, modified, or used
Claims based on misinterpretation of a clearly described non-discounted item
Returns shipped without prior authorization or not following our return instructions

Original shipping charges are non-refundable except where required by applicable law. Return shipping costs for preference-based returns 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, and never installed or hardwired

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 order number and reason for return. If reporting a quality issue or damage, attach clear photos or video of the item, the affected area, and all packaging so we can resolve it quickly. Requests without sufficient evidence may be delayed or declined.

Step 3 — We will assess your eligibility and confirm the proposed resolution and refund amount based on your reason, the evidence provided, and the order details. Return authorization is required before shipping anything back.

Step 4 — We will provide a return address and shipping instructions. Returns not following our instructions cannot be processed.

Step 5 — For preference-based returns, ship the item at your own expense; we do not provide prepaid labels for preference-based returns. Please include a copy of your order confirmation in the package.

Step 6 — Email us the tracking number once shipped.

Step 7 — We will inspect the item and process your return within 1–3 business days of receiving it. The final refund amount is confirmed after inspection.

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

This policy does not limit any rights you may have under applicable consumer protection law. Mooijane reserves the right to assess each request on a case-by-case basis and to update this policy at any time; the version published at the time of your order applies to that order.

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