Thank you for choosing Moorizon. We understand a return is rarely part of the plan, but when it is needed, the process should be clear, fair, and well‑guided. We respect your rights under applicable law and are committed to providing clear guidance and timely support throughout the return and refund process.

This policy explains when a return may be accepted, what conditions must be met, how return shipping responsibilities are allocated, and how refunds are processed after returned items are received and inspected.

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Quick Summary

a) Return Window: Please initiate your return request within 30 days of the Delivery Date (based on the carrier’s delivery confirmation).

b) RMA Required: All returns require a written Return Merchandise Authorization (RMA) before any item is shipped back.

c) Condition: Items must be unused, uninstalled, and unmodified, and returned in the original packaging with all parts, accessories, and manuals.

d) Return Shipping: 

• Customer-preference returns: Customers are responsible for return shipping costs.
• Quality-related returns: Moorizon covers return shipping for verified defects, manufacturing issues, shipping damage, or incorrect items received.

e) Restocking Fee: 

• Customer‑preference returns: A 10% restocking fee applies.
• Quality‑related returns: No restocking fee applies for verified defects, manufacturing issues, shipping damage, or incorrect items received.

f) Refund Timing: Once Moorizon receives your return package, we will inspect and verify it. If approved, the refund will be issued to your original payment method. Please allow up to 30 days from the date Moorizon receives the return package for the refund to be completed and reflected in your account, depending on your payment provider and bank processing times.

G) Exchanges: Exchanges are available only for verified shipping damage, manufacturing defects, or incorrect items received. Exchanges are strictly limited to an identical replacement of the original item from the order. No fees apply to approved exchanges.

CLICK HERE TO START A RETURN

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Scope & Definitions

• Applicability: This policy applies exclusively to eligible retail orders placed directly through Moorizon (via our website or direct invoice). It does not apply to trade or wholesale accounts, third‑party marketplaces, or project‑based contracts unless otherwise specified in writing.
• Delivery Date: The date shown on the carrier’s delivery confirmation.
• Installed / Used: Includes hardwiring, mounting, permanent securing, alteration, or any use beyond reasonable inspection and brief test‑fitting.
• Eligible Items: Items not listed as non‑returnable or excluded under this policy and returned in full compliance with this policy.
• Verified: Determined based on reasonable documentation (such as photos, videos, or carrier records) reviewed by assessed under this policy.

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A. Return Window & Item Condition

We accept returns of Eligible Items when the return request is initiated within 30 days of the Delivery Date and the item meets the standards below.

1) Pristine Condition

Items may be opened for inspection and brief test‑fitting. To remain eligible for return, items must be:

• • Fully uninstalled and restored to pre‑installation condition
  • Free of use, damage, modifications, or missing parts
  • Returned in the original packaging with all accessories, hardware, and manuals
  • In fully resalable condition

2) Complete Packaging

All original packaging materials must be included and intact, including protective inserts, hardware bags, manuals, accessories, and tags.

3) Secure Repackaging

Items must be safely repacked for return transit. Damage caused during return transit due to insufficient or improper repackaging may result in a partial refund, reasonable deductions, or ineligibility for refund.

4) Material Authenticity

Natural variations in color, grain, veining, texture, or artisanal hand‑finishing are inherent to handcrafted materials and are not considered manufacturing defects.

5) Non‑Compliant Returns

The 10% restocking fee applies only to approved non‑quality returns. If a returned item does not meet the standards above, we will share our inspection findings. As applicable, we may:

• • Issue a partial refund with reasonable deductions
  • Return the item to you at your cost

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B. Return Process & RMA (Return Merchandise Authorization)

A written RMA is required before any return is shipped. Returns without an approved RMA may be refused.

• Step 1 — Initiation: Contact our Concierge Team with your order number, item/SKU, quantity, and reason for return. Photos or video may be requested.
• Step 2 — Approval & Routing: If approved, we will issue a written RMA and provide the correct return address and routing instructions. Returns sent to unapproved addresses or shipped COD may be refused.
• Step 3 — 15‑Day Dispatch: Returns must be shipped within 15 days using a trackable method. Insurance is strongly recommended.

Risk of Loss: The risk of loss remains with the customer until the returned item is delivered to and signed for by the customer.

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C. Exchanges / Replacements

Exchanges are offered only for Verified quality‑related issues, shipping damage, incorrect items, or approved missing‑parts claims. Customer‑preference returns are not eligible for exchange.

For approved exchange cases, no restocking fee applies, and Moorizon covers return shipping as applicable.

• The remedy may include replacement parts or an identical replacement item.
• If an identical replacement is unavailable, we will notify you of the available options, which may include a refund or another appropriate solution.

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D. Return Shipping & Fees

1) Customer‑Preference Returns

• • Return shipping: Customer responsibility
  • Restocking fee: 10% of the item purchase price

2) Verified Quality‑Related Issues

• • Return shipping: Covered by Moorizon
  • Restocking fee: 0%
  • Remedy: Replacement parts, identical replacement, or refund

3) Moorizon‑Coordinated Freight

Actual freight cost will be quoted and deducted from the refund if approved.

4) Non‑Refundable Services

Delivery upgrades, expedited shipping, and carrier surcharges are non‑refundable once incurred.

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E. Non-Returnable & Exchange & Excluded Items

Not eligible for return or exchange:

• Custom or personalized items
• Used, installed, hardwired, or altered items
• Made‑to‑order, special‑order, pre‑order, or production‑phase items
• Items not restorable to resalable condition
  

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F. Order Cancellations

1) 24‑Hour Grace Period: Standard items may be canceled within 24 hours for a full refund.

2) After 24 Hours (Before Shipment): We will assist where possible, subject to processing status.

3) Production or Shipped Orders: Orders in production or already tendered to the carrier cannot be canceled.

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G. Refund Processing & Timelines

1) Inspection

Returned items are subject to inspection and verification after receipt.

2) Refund Method

Refunds are issued to the original payment method.

3) Refund Timeline

Please allow up to 30 days from the date the returned item is received by Moorizon for the refund to be completed and reflected in your account, depending on your payment provider and bank processing times.

4) Possible Deductions

Refunds may be reduced by:

• • 10% restocking fee (non‑quality returns)
  • Actual return freight cost (if arranged by Moorizon)
  • Reasonable deductions for diminished value

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Contact & Return Information

For all inquiries regarding returns, cancellations, or refund questions, please reach out to our dedicated support team.

Email: moorizon.support@gmail.com

Email: info@moorizon.com

Phone: (657) 281-2055

Business Hours: Monday – Friday, 9:00 AM – 6:00 PM PT

Return Shipping Address:
Moorizon Returns
8885 White Oak Ave, Rancho Cucamonga, CA 91730, United States

RMA Required Notice: Please do not ship any item until you receive written RMA approval and specific return instructions.