Refund policy


Return Address

  • Western U.S Address: 

18501 Arenth Ave, City of Industry, CA 91748
TEL:+1- 626-606-0308 ext 5205

  • Central & Eastern U.S Address:

 2125 Gateway Blvd, Hebron, KY 41048
TEL:+1-859-485-0550-5601

NOTE: Before returning the product, please contact customer service first and they will give you a return label!

 


30-Day Return Policy 


We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and order ID. Contact our customer service at service@moxule.com to get a return label.


i: Start Returning An Order


To start a return, you can contact us at service@moxule.com. We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note: Please do not return directly to the shipping address on the package. Please contact our customer service email service@moxule.com in advance. Our customer service will create a return label for you. Please hand the package over to the local post office for processing.

 

Return Process (4 Steps)

Our refund process consists of four simple steps to ensure that your refund request is handled quickly and smoothly.

Step 1: Take Photos of the Product

To better help us understand the condition of the product, we require you to provide photos that ensure the product can be repackaged and second sold. Please ensure that the photos meet the following requirements:

  1. Clearly visible labels and stickers on the product.
  2. Check for any signs of wear or dirt on the product surface.
  3. Photos must be clear, showing product surface details and components.

Step 2: Receive Return Label

Once we check and confirm the photos you provided, we will send you a Return Label. Please promptly deliver the item to your local post office or courier service using the provided Return Label.

Regarding who will be responsible for the return fee:

  • i: If it is due to the customer's own reasons, such as: buying the wrong product/not wanting it, etc., then the customer will bear the shipping cost of this return. The shipping cost will be deducted from the refund
  • ii: If it is due to product quality problems/package loss/transportation damage, etc., then we (Moxule) will bear all costs, including re-issuing products and shipping costs.

We DO NOT charge handling fees or service charges during returns and exchanges.

 

Step 3: Wait for Warehouse Receipt (7-10 days)

Our warehouse will receive your return and verify the condition of the product. This step is usually completed within 7-10 day after you have sent back the item.

 

Step 4: Successful Refund (3 days)

Once we receive and inspect your return, we will send you an email to notify you that we have received your returned merchandise. We will also notify you of the approval or denial of your refund. If approved, your refund will be processed and automatically credited to your credit card or original payment method within 3 days.

At this point, the return is over

 

ii: Start Exchanging An Order

To start a exchange, you can contact us at service@moxule.com. We’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note: Please do not return directly to the shipping address on the package. Please contact our customer service email (service@moxule.com) in advance. Our customer service will create a return label for you. Please hand the package over to the local post office for processing.

Exchange Process (3 Steps)

Our exchange process consists of three simple steps to ensure that your exchange request is handled quickly and smoothly.

Step 1: Take Photos of the Product

To better help us understand the condition of the product, we require you to provide photos that ensure the product can be repackaged and second sold. Please ensure that the photos meet the following requirements:

  1. Clearly visible labels and stickers on the product.
  2. Check for any signs of wear or dirt on the product surface.
  3. Photos must be clear, showing product surface details and components.

Step 2: Receive Return Label

Once we check and confirm the photos you provided, we will send you a Return Label. Please promptly deliver the item to your local post office or courier service using the provided Return Label.

Step 3: We Send The Exchanged Item(s)

After we receive the tracking number of the returned package, we will also send you the correct product(s). 

About the price difference - refund if the price is higher or supplement if the price is lower:

  • i: If you exchange a lower-priced product, we will immediately refund the price difference to your electronic account
  • ii: If you exchange a higher-value product, we will send you a link in the email, which contains the price difference. After you complete the payment, we will send you the exchanged package.

We DO NOT charge handling fees or service charges during returns and exchanges.

 

For any questions not answered above, please contact us at service@moxule.com.