We’re here to help.
Return & Exchange & Refund Policy
Thank you for choosing Moorizon.
We respect your rights under applicable law and will make reasonable efforts to provide clear guidance and timely support to help make your purchase and return process as smooth as reasonably possible.
CLICK HERE TO START A RETURN
| Quick Summary |
| a) 30-Day Return Period: To ensure a timely resolution, return requests must be initiated within 30 days of the delivery date (as verified by the carrier’s tracking scan). |
| b) Pre-Authorization Required: To provide the best support, please obtain a written Return Merchandise Authorization (RMA) and specific shipping instructions from our team before sending any items back. |
| c) Pristine Condition: To qualify for a refund, items must be in mint, uninstalled condition, and returned in their original packaging with all parts and manuals. Please note that for quality and safety standards, items showing signs of installation or use are ineligible for return. |
|
d) Return Shipping Responsibility:
|
| e) Restocking & Reprocessing: A 10% restocking fee applies to eligible non-quality-related returns. This helps cover the costs of meticulous inspection and preparing the item for its next home. |
| f) Refund Issuance: Once your return is received and its condition is approved, your refund will be processed back to your original payment method within 7–15 business days. |
1.Scope & Definitions
- This policy applies only to eligible retail orders placed directly with Moorizon (our website or direct invoice).
- This policy applies to eligible orders shipped within the (contiguous U.S., 48 states). In the event of any conflict with applicable local laws, such laws shall govern.
- It does not apply to trade/wholesale, third-party marketplaces, or project contracts unless stated in writing.
- “Delivery date” means the date shown by the carrier’s delivery scan.
- “Installed” includes hardwired, mounted, assembled, altered, or used beyond reasonable inspection/testing.
- “Eligible items” means items not listed as non-returnable below and returned in compliance with this policy.
2.Returns Policy
A. Acceptance Window & Item Condition
We accept returns and exchanges of eligible items within 30 days of delivery. Items must be:
- New, unused, uninstalled, and in resalable condition
- Returned with all original packaging, inserts, accessories, manuals, and tags intact
- Packaged safely for return shipment (items returned without adequate protection may be refused)
Natural material characteristics (e.g., variations in color, grain, veining, texture, or hand-finishing) are not defects.
B. RMA (Return Merchandise Authorization) Required
- An RMA is required before shipping any return or exchange. Returns shipped without authorization, sent to the wrong address, or sent collect-on-delivery (COD) may be refused.
- Risk of loss remains with the customer until the return is received by Moorizon.
C. Non-Returnable / Non-Exchangeable / Non-Cancellable
The following items or circumstances are non-returnable and non-exchangeable, except where required by applicable law:
- Custom-made / personalized items
- Made-to-order / special order items
- Pre-order items (including items that have entered production or fulfillment)
- Items that have been used, installed, modified, or assembled, or items not in their original condition/packaging (as defined in this policy)
Certain orders may also be non-cancellable. Please refer to the Cancellations section below for details and timing requirements.
D. Cancellations
Orders may be cancelled only in accordance with the terms below:
1). Custom / Personalized / Made-to-Order / Pre-Order Items
Custom-made, personalized, made-to-order, and pre-order items are generally non-cancellable once the production has begun.
2). Standard (Non-Custom, Non-Preorder) Items — Before Shipment
For standard items, you may request a cancellation only if the order has not been processed and has not been tendered to the carrier (i.e., no shipping label has been created and the package has not been handed off for shipment). If the cancellation is confirmed at this stage, no cancellation fee will be charged.
3). After Processing / Shipment
Once an order has been processed, shipped, or tendered to the carrier, it cannot be cancelled and will be handled in accordance with this Return & Refund Policy. For eligible returns after shipment of non-custom and non-preorder items, a 10% restocking fee (based on the item purchase price) will apply and will be deducted from the refund. For returns after shipment due to shipping damage or a verified quality-related issue, the restocking fee will not apply.
4). Non-Refundable Charges
Shipping charges and any carrier or service fees (including delivery upgrades and applicable surcharges) are non-refundable.
5). How to Request a Cancellation & Processing Time
To request a cancellation, please contact us as soon as possible via email, phone, or our Contact page, and provide your order number. Cancellation requests are typically processed within 1–2 business days.
E. Fees, Delivery Upgrades & Return Shipping
Moorizon offers free standard delivery within the (contiguous U.S., 48 states) for all items, via standard parcel shipping and standard curbside freight where applicable. Delivery upgrades and certain carrier accessorial charges may apply as described below.
However, any paid delivery upgrades and carrier accessorial charges are non-refundable, including but not limited to expedited delivery, oversized/non-standard LTL handling, white-glove/in-home services, remote/extended service area surcharges, appointment windows, lift-gate, re-delivery, storage, and similar carrier fees, to the extent these services were purchased or incurred.
Restocking Fees (Non-Quality Returns)
For returns not related to a verified defect or shipping damage, a fixed 10% restocking fee will be deducted from your refund.
| Category | Restocking Fee |
| All eligible non-quality returns | 10% |
| Verified defect or shipping damage (claim approved) | 0% |
Note: A restocking fee applies only to eligible non-quality-related returns after shipment, as described in this policy..
Return Shipping (Non-Quality Returns)
For non-quality returns, customers are responsible for return shipping/freight and any associated carrier charges. If you request Moorizon to arrange return freight for convenience, the actual cost may be deducted from your refund (with your approval before scheduling).
F. Damaged, Defective, or Lost-in-Transit Claims
Please inspect your order upon delivery.
- Shipping damage must be reported within 10 business days of delivery; manufacturing defects within 30 days of delivery.
- Customers must provide clear photos of the product, packaging, and shipping label; we may request additional photos/video and may troubleshoot, provide parts, or arrange repair where appropriate.
- For freight (LTL) deliveries, any visible damage must be noted on the carrier’s delivery paperwork/BOL at the time of delivery to support a claim.
Claim Approval & Remedies
Upon verification of a manufacturing defect or shipping damage through provided photos, videos, or inspection, Moorizon will provide an appropriate remedy, which may include replacement parts, repair, exchange, or a full return/refund.
For approved defect/shipping damage returns, Moorizon will provide a prepaid return label (parcel items) or arrange freight pickup (LTL items) within the contiguous U.S., at no additional charge to the customer.
G. How to Start a Return or Exchange
To initiate a return or exchange, contact us by email or through our website with:
- Order number
- Item(s) and quantity
- Reason for return/exchange
- Photos (required for damage/defect claims)
If approved, we will provide an RMA and return instructions. Returns must be shipped within 14 days of RMA issuance using a trackable, insured service (unless freight pickup is scheduled by Moorizon).
H. Refused, Missed, or Undeliverable Shipments
Refused deliveries, missed appointments, or shipments returned to sender due to incorrect address or delivery constraints are treated as returns and may be subject to return freight costs and carrier surcharges, plus any applicable restocking fee.
I. Return Shipping Address (RMA Required)
All authorized returns must be shipped to our returns processing center using the RMA instructions and shipping label provided by Moorizon.
Do not ship items until you have received an approved RMA and specific shipping labels.
Returns sent without authorization may be refused.
Moorizon Returns (c/o Nathaniel Home Inc.)
8885 White Oak Ave
Rancho Cucamonga, CA 91730
United States
3.Refund Policy
A. Eligibility for Refunds
Refunds are issued only after Moorizon receives and inspects the returned item and confirms it meets the return conditions stated in this policy, including that the item is:
- Returned within the required timeframe and under an approved RMA
- New, unused, uninstalled, and in resalable condition
- Returned with original packaging, inserts, accessories, manuals, and any included parts
If a returned item is found to be used, installed, altered, damaged, missing parts, or not in resalable condition, we will do our best to work with you toward a fair resolution.
Depending on the item’s condition, we may issue a partial refund with reasonable deductions for necessary costs (such as cleaning, refurbishment, replacement parts, repackaging, and handling).
In cases where the item cannot be safely resold or the condition falls outside our return requirements, we may decline the refund. If a refund is declined, we can, at your request, return the item to you at your expense, or—if return shipment is not reasonably feasible—dispose of the item.
We will notify you before taking final action whenever practicable.
Legal Rights Notice: Nothing in this policy is intended to exclude or restrict any rights or remedies available to you under applicable law.
B. Refund Amount (What Is Refunded / What May Be Deducted)
1) Product Price
If your return is approved, Moorizon will refund the item purchase price, less any applicable deductions described below.
2) Non-Refundable Charges
The following charges are generally non-refundable to the extent they were purchased or incurred:
Paid delivery upgrades and carrier accessorial fees (e.g., expedited delivery, oversized/non-standard LTL handling, white-glove/in-home services, remote area surcharges, appointment windows, lift-gate, re-delivery, storage, and similar carrier fees)
3) Deductions for Non-Quality Returns (as applicable)
For returns not related to a verified manufacturing defect or shipping damage, Moorizon may deduct:
-
Restocking fee (fixed 10% for eligible non-quality returns, deducted from the refund)
- Return shipping/freight costs if Moorizon arranged the return transportation at your request
- Packaging replacement / refurbishment / cleaning costs where reasonably necessary due to missing or damaged packaging, or item condition upon return
4) Verified Defect / Shipping Damage
Upon verification of a manufacturing defect or shipping damage through provided documentation (such as photos, videos, or inspection), Moorizon will provide an appropriate remedy, which may include replacement parts, repair, exchange, or a return/refund.
We are committed to honoring your rights under applicable law and will make reasonable efforts to ensure a smooth and positive experience throughout your purchase and return process.
For approved defect/shipping damage returns, Moorizon will provide a prepaid return label (parcel items) or arrange freight pickup (LTL items) within the contiguous U.S., at no additional charge to the customer.
C. Refund Timing & Method
Once Moorizon receives and inspects your return, eligible refunds will be processed to the original payment method within 7–15 business days after inspection approval.
Your bank or card issuer may require additional time for the refund to post to your account.
D. Taxes
Applicable sales tax will be refunded in accordance with applicable laws and based on the final refundable amount.
E. Refused / Undeliverable Shipments
Refused deliveries, missed appointments, or shipments returned to sender due to incorrect address or delivery constraints are treated as returns.
Refunds (if eligible) may be issued minus any return freight costs, carrier surcharges, and applicable restocking fees.
