Refund policy
Return & Refund Policy
At Mooths, we strive to ensure that every customer is completely satisfied with their purchase. If you're not fully happy with your order, you may be eligible for a refund, store credit, or exchange. Please review the policy below before submitting a return request.
Returns
Products purchased from Mooths may be returned within 90 days of the delivery date.
To qualify for a return, items must:
- Be unused and in their original condition.
- Be returned in their original packaging.
- Show no signs of wear, misuse, or damage after delivery.
How to Start a Return
To request a return, please contact our customer support team at support@trymooths.com.
Please include:
- Your order number.
- The reason for the return.
- Photos or supporting evidence, if applicable.
Return Authorization
Once your request has been reviewed and approved, you will receive a Return Authorization (RA) number along with instructions on how to proceed.
As Mooths serves customers worldwide, we may not always be able to provide a prepaid return shipping label. In such cases, detailed return instructions will be provided to help complete the process.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The item arrived damaged.
- The product is defective.
- An incorrect item or variant was shipped.
For approved claims involving damaged, defective, or incorrect products, Mooths will cover the return shipping costs. A voucher code or equivalent shipping credit may be provided to offset these expenses.
Please note that shipping delays, customs processing times, or carrier-related delays that are outside of our control are not considered valid reasons for a return.
We recommend using a trackable shipping method when sending products back to us.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains the wrong item or variant, you may request a return within the applicable return period.
After review and approval of your request, an RA number and return instructions will be provided.
The returned product must be shipped within 90 days of receiving the RA number.
Once the item is received and inspected, we will either:
- Send a replacement item, or
- Issue a refund,
depending on your preference and product availability.
Exchanges
Exchanges are available within the same 90-day return window.
To be eligible for an exchange:
- The item must meet all return requirements outlined in this policy.
- The product must be securely packaged to prevent damage during transit.
Exchanges are generally offered for items of equal value. If the replacement item has a higher value, the customer will be responsible for paying the difference.
Customers are responsible for return shipping costs associated with exchanges.
Return Conditions & Exceptions
To qualify for a refund, exchange, or store credit, all returned products must meet the following requirements:
Unused Condition
Items must be unused and remain in their original condition. Products showing signs of use are not eligible for return.
No Additional Damage
Returned products must not contain any damage beyond the issue reported at the time the return request was submitted.
Replacement Exception
In certain circumstances, Mooths may choose to send a replacement item without requiring the original item to be returned immediately.
If the replacement item is later returned for a refund, both the original item and the replacement item must be returned in order to qualify for reimbursement.
This exception is granted solely at our discretion and is limited to a one-time accommodation. Future replacement requests may require the original item to be returned before a replacement is issued.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee helps cover costs related to return processing, inventory management, and product handling.
Restocking Fee Waiver
The restocking fee may be waived under certain circumstances, including:
- The item arrived damaged or defective.
- An incorrect item was shipped and a replacement is unavailable.
All waiver requests are reviewed individually and approved at Mooths' discretion.
Changes to This Policy
Mooths reserves the right to modify, update, or amend this Return & Refund Policy at any time. Any changes will become effective immediately upon being published on our website.
Contact Us
If you have any questions regarding this policy or need assistance with a return, please contact our support team: