Return & Exchange Policy

The Company offers a 7-day return & exchange policy, which takes effect from the actual date the customer receives the goods. Below are the detailed eligibility criteria, ineligible scenarios, and application procedures.

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1. Eligible for 7-Day Return & Exchange

You may apply for a return or exchange within 7 days of receipt if:

 

1. The product itself has quality defects.

2. The product is damaged during transportation.

3. The delivered product is incorrect (does not match the ordered item) and remains unused (does not affect secondary sales).

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2. Not Eligible for 7-Day No-Reason Return

The 7-day no-reason return policy does not apply to the following cases:

 

1. Personalized or customized products.

2. Used products (electronic products are deemed used once powered on).

3. Wear and tear on the product, its functional parts, or accessory appearance.

4. Lost or severely damaged outer packaging (unpacking for inspection is excluded) that directly affects secondary sales.

5. Products unsuitable for return due to their nature, which you confirmed at the time of purchase.

6. Other scenarios where the product is not in good condition and cannot be resold.

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3. How to Apply for Return & Exchange

(1) Return & Exchange for Personal Reasons

• Time limit: Within 7 days of receiving the goods (product must not affect secondary sales).

• Application process: Send an email to the after-sales service center. After-sales staff will review your request within 1–3 working days.

• Freight responsibility: You shall bear all freight costs for the return/exchange.

(2) Return & Exchange for Quality Reasons

• Time limit: Within 7 days of receiving the goods.

• Application process: Send an email to service@mail.moxlore.com. Customer service will process your request within 1–3 working days of receipt.

• Freight responsibility: The Company shall bear all freight costs for the return/exchange.

(3) Return & Refund Process

• Time limit: Within 7 days of receiving the goods.

• Operation: Contact the courier company directly to return the product.

• Refund processing: After the courier company confirms receipt of the returned goods, they will notify us. We will complete the refund process within 15 working days.

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4. Important Notes

• When applying for a return/exchange, please include your order number, full name, and phone number in the email.

• For return addresses or further assistance, contact our 24/7 online customer service.