Refund Policy

REFUND POLICY

Refund & Return Policy – Mooson
We want you to be happy with your purchase. If something isn’t right, our return and refund process is simple.

Return period
You have 14 days from the delivery date to request a return.

Conditions for return
To be eligible, items must be in original condition (unworn, unwashed, undamaged). All original tags and packaging must be included. Items must be free of stains, alterations, or odors, and the receipt or proof of purchase must be inside the package.

Return address
All returns must be shipped back to our warehouse in New Zealand. Please contact us first at info@getmooson.com with your order number so we can provide you with the correct return instructions.

Return costs
Customers are responsible for return shipping costs unless the item is defective or incorrect. We strongly recommend using a tracked shipping method.

Refund process
Once we receive and inspect your return, we will confirm by email. Approved refunds will be processed within 10 business days back to your original payment method.

Refused deliveries
If a customer refuses to accept the delivery, the package will not be returned to us and will be destroyed by the carrier. In such cases, the order will not be eligible for a refund. To exercise the right of return, the customer must first accept the delivery and then return the item to us at their own expense, unless the item is defective or incorrect.

Exchanges
We usually offer exchanges with a 50% discount on the new item to help you avoid the cost of return shipping. If you prefer, you can return your item and place a new order at full price.

Non-returnable items
Undergarments such as lingerie or swimwear cannot be returned. Gift cards or store credit vouchers are also non-returnable. Final sale or heavily discounted items are excluded from returns as well.

Defective or incorrect items
If you received a defective or wrong item, please contact us within 7 days and we will arrange a replacement.

Order cancellations
Orders cannot be cancelled once they have been placed. Our warehouse system is fully automated and begins processing orders shortly after purchase, which means cancellations are not possible under any circumstances.

If you notice an error in your order, such as address details, size, or variant, please contact us immediately so we can try to adjust it before processing.

Non-refundable situations
Orders that are refused at delivery and therefore not returned to us are not eligible for a refund under any circumstances. Refunds are only possible once the returned items are received and inspected at our warehouse. If a customer refuses the package, they are fully responsible for the loss of the goods and forfeit the right to any reimbursement.

Contact us
For any questions, please contact our customer support team: info@getmooson.com