Refund policy
Return & Refund Policy
We want you to be happy with your Mooshy order. Because our products are soft, tactile items, we can only accept returns on items that have not been opened or used.
Return window
You have 7 days from the date your order is delivered to request a return. Requests made after 7 days cannot be accepted.
Condition requirements
To be eligible for a return, your item must be:
- Unopened and in its original, sealed packaging
- Unused, with no signs of handling, squeezing, or wear
- In the same condition you received it
- Accompanied by proof of purchase (order number or receipt)
Items that have been opened, unsealed, or used are not eligible for return or refund, for hygiene and safety reasons.
How to request a return
Email us at supportmooshy@gmail.com within 7 days of delivery with your order number and a photo of the unopened item. Do not send anything back before contacting us — returns sent without prior approval will not be processed or refunded.
Once approved, we'll send you return instructions and a return address.
Return shipping
Return shipping costs are the responsibility of the customer, unless the item arrived damaged or incorrect. We recommend using a tracked service — we can't be responsible for returns lost in transit.
Refunds
Once we receive and inspect your return, we'll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Original shipping charges are non-refundable.
Damaged or incorrect items
If your order arrives damaged, defective, or incorrect, contact us at supportmooshy@gmail.com within 7 days of delivery with photos. We'll replace it or refund it in full, including shipping, at no cost to you.
Non-returnable items
- Opened or used products
- Gift cards
Contact
Mooshy
supportmooshy@gmail.com