Return & Exchange & Refund Policy

Note: This policy applies to eligible retail orders placed directly with Moorizon.

1. Returns Policy

Acceptance Window & Condition
We accept returns and exchanges of eligible items within 30 days of receipt (calculated from the carrier’s delivery scan date). Items must be new, unused, and in resalable condition, with all original packaging and tags intact, and accompanied by valid proof of purchase.
Items must be returned in the original, undamaged packaging; missing or damaged packaging may result in additional fees or refusal.
Natural variations in color, grain, veining, texture, or hand-finishing are not defects.
An RMA (Return Merchandise Authorization) is required before shipping any return or exchange. Risk of loss remains with the customer until the return is received and inspected by Moorizon. All returns are subject to approval at our sole discretion.

Fees & Non-Refundables
Shipping charges are non-refundable unless the return is due to a product defect or damage incurred during transit. This includes, without limitation, white-glove/in-home services, assembly, appointment windows, COI fees, lift-gate, re-delivery, storage, and other carrier accessorials.If a return reduces the order below any free-shipping threshold, the original outbound shipping cost may be deducted from the refund.

If we provide a prepaid return label or arrange return freight at your request, the cost will be deducted from your refund. Customers are responsible for return shipping costs and a 15% restocking fee (subject to variation by product category). Additional refurbishment/cleaning or packaging replacement costs may also be deducted where applicable.

Non-Returnable / Non-Exchangeable / Non-Cancellable (non-quality-related)

• Personalized or customized items

• Items marked as Final Sale

• Light fixtures that have been installed

• Items used or damaged through normal wear and tear

• Special orders / made-to-order or pre-order items once production has begun

• Open-box/clearance items and gift cards

• Items altered, assembled, hardwired, or otherwise not in resalable condition

• Additional restrictions may apply

• Moorizon reserves the right of final interpretation

How to Start a Return
To initiate a return, please contact us via email or through our website.

• For items damaged or lost in transit, you must notify us within 5 business days of receiving the item or receiving delivery confirmation. Failure to report within this timeframe may affect your eligibility for a refund or replacement. For freight (LTL) deliveries, any visible damage must also be noted on the carrier’s Bill of Lading (BOL) at the time of delivery to support a claim.

• Customers are required to provide photos of the product, the product packaging, and the shipping label; we may request additional photos/video and may troubleshoot, provide parts, or arrange repair where appropriate.

• Please contact customer service first to obtain authorization (RMA) and the return address. Unauthorized or collect-on-delivery returns may be refused. Returns must be shipped within 14 calendar days of RMA issuance using a trackable, insured service.

• Moorizon does not cover the return shipping cost.

• Once we receive and inspect your return, eligible refunds will be issued to the original payment method within 7–15 business days. Refund timing may vary by your bank or card issuer; applicable fees (e.g., return freight, restocking, refurbishment) will be deducted from the refund. Items returned used, damaged, or non-resalable may be rejected and either returned at your cost or disposed of without refund.

• Refused, missed, or undeliverable shipments returned to sender are treated as returns and are subject to round-trip shipping and the applicable restocking fee.

 

2. Refund Policy

We do not issue refunds until the returned item is received in its original packaging. Once we receive and inspect the returned item, eligible refunds will be processed within 7–15 business days back to the original payment method.

For credit or debit card payments, the refund will be returned to the issuing bank within the same 7–15 business days. Please check with your bank for the exact time the credit will appear in your account.

If the returned item does not meet the return requirements (e.g., used, damaged, or unsellable), we reserve the right to refuse a refund.

Shipping fees are non-refundable, and customers are responsible for return shipping costs, except in cases of manufacturer defects or shipping damage.

All taxes will be refunded in accordance with applicable laws.