A smoother way back.
If something is not right with your ๐๐๐๐๐๐ โข order, this policy explains the return, replacement and refund process in a clear and straightforward way.
Business Information
Official Store DetailsThe Return Route
Follow these steps so we can review your request and help resolve the issue as efficiently as possible.
Contact Us
Send your return request to service@moxrid.com.
Share Details
Include your order information and explain the reason for the request.
Review
We review the request and provide the next applicable instructions.
Resolution
An approved return, replacement or refund is handled according to the case.
Is your order eligible?
Commonly accepted situations
Return or refund requests may be considered when they meet the applicable requirements.
- Product arrives damaged.
- Incorrect item is received.
- Order contains a missing item.
- Another qualifying issue affects the order.
Items that may not qualify
Certain situations may be excluded from return eligibility depending on the condition of the item and the circumstances of the request.
- Items damaged through misuse or improper handling.
- Items that have been substantially altered.
- Requests submitted outside applicable return requirements.
Return Eligibility
We want customers to receive products in the expected condition. If you believe an order has a qualifying issue, please contact us before sending anything back.
Eligibility is reviewed based on the reason for the return, the condition of the item and the information provided with the request.
Damaged, Wrong or Missing Items
If your order arrives damaged, contains the wrong product or appears to be missing an item, please contact us as soon as reasonably possible.
Please provide your order number and clear photographs or other useful information showing the issue. This helps us review the situation and determine the appropriate resolution.
For a confirmed damaged, incorrect or missing-item issue caused by fulfillment or delivery circumstances, we will determine the appropriate remedy, which may include a replacement, refund or other resolution.
Return Shipping
For a normal return that is not caused by a damaged, incorrect or missing item, the customer is generally responsible for the return shipping cost unless otherwise agreed by ๐๐๐๐๐๐ โข.
Please contact customer support before arranging a return so that you can receive the applicable return instructions.
Item Condition
Returned products should be kept in appropriate condition and should include applicable original packaging, accessories and components where reasonably possible.
Items that have been used, installed, altered, damaged or otherwise handled beyond what is reasonably necessary to inspect the product may be subject to reduced eligibility or a different resolution.
Non-Returnable Items
Certain products or situations may not be eligible for return where permitted by applicable law.
- Items that have been personalized or specially modified.
- Items that are materially damaged after delivery due to customer handling.
- Items that cannot reasonably be resold because of their condition.
- Requests that do not meet the applicable return requirements.
Refund Processing
Once an approved return has been received and reviewed, we will determine the applicable refund or other resolution.
Approved refunds are generally issued to the original payment method used for the purchase, subject to the processing time of the relevant payment provider.
Review Time
Return requests are generally reviewed within 3โ5 business days after we receive the required information or returned item, depending on the nature of the request.
More complicated cases may require additional time if further information or verification is necessary.
Replacements & Exchanges
Where appropriate and available, an eligible product issue may be resolved through a replacement or exchange rather than a refund.
The available resolution depends on product availability and the specific circumstances of the order.
What happens next?
Request received
We receive your return, refund or replacement request.
Information reviewed
We review the order details and supporting information.
Resolution approved
We confirm the applicable return, replacement or refund process.
Resolution completed
The approved outcome is processed through the applicable channel.
Keep these four things in mind.
A little information at the beginning can make a return request much easier to process.
Contact first
Do not send a return before receiving applicable instructions.
Keep the packaging
Retain original packaging and accessories where possible.
Document damage
Photos can help us understand damaged or incorrect-item issues.
Include order details
Your order number helps us locate the relevant purchase quickly.
Need help with a return?
Contact ๐๐๐๐๐๐ โข customer support at service@moxrid.com or call +86 15088788984. Please include your order number and a brief description of the issue whenever possible.