*Please read the return policy carefully to protect your rights.*
Q1. How do I request a return?
According to the Consumer Protection Act, all products purchased are entitled to a 7-day appreciation period(*including holidays), starting from the day after the product is received.
During the appreciation period (also known as the hesitation period), you may request a return through your original order without incurring any additional shipping costs. *Please note: Returns will not be accepted once the appreciation period has expired.
Kind Reminders:
1. The appreciation period is not a trial period. Returned items must be in brand-new condition with complete packaging (including the product itself, all necessary accessories, ziplock bags, packaging sleeves, etc.). Missing items or incomplete packaging may affect your right to return. Products that have been opened, used, or are no longer in a resellable condition cannot be returned.
If you are dissatisfied with the product upon inspection, do not open or use it and initiate a return request immediately according to the return policy.
The product’s original packaging (not the shipping carton) is considered part of the product. If the packaging is lost or damaged, your return eligibility may be affected, and a restoration fee may be charged depending on the extent of the damage.
2. Each order is entitled to one free return within the 7-day appreciation period. Shipping cost responsibilities should follow the shopping terms.
To avoid disputes, please inspect the product thoroughly before applying for a return.
3. If returning items causes your remaining order total to fall below the threshold for a free gift promotion, the promotional item must also be returned.
Returns will not be processed if the promotional gift is missing.
4. Similarly, for bundled products purchased during promotional events, all items in the bundle must be returned together.
Moshi does not accept partial returns of bundle sets.
5. Personal items such as masks, filters, and earplugs are not eligible for return once opened, due to hygiene concerns and the risk of infectious disease transmission.
6. For partial returns, the system will automatically recalculate discounts and shopping credits based on the remaining items.
Refunds will be issued based on the proportional value of the returned items after discounts.
Q2. What is the refund method and processing time?
After your return package is received, the refund process will take approximately 7–8 business days.
The refund will be issued back to your original credit card account.
Please note that interbank processing may take an additional 7–14 days, and the actual timing depends on your credit card billing cycle.
In some cases, the refund may appear on your next billing statement.
For any concerns regarding refund processing after we have issued the refund, please contact your card-issuing bank.
Q3. Can I still return or exchange if I lost the invoice?
If your electronic invoice from the official website is lost, please contact our customer service center and provide your order number.
We can assist in reissuing your e-invoice.
Q4. Under what circumstances can I NOT return a product?
1. The 7-day return period has expired.
2. The product has been opened and shows signs of use, the packaging is severely damaged, or the warranty barcode has been scratched for extended warranty registration.
3. For bags or similar items, the hangtag is missing, or any accessories are lost or damaged.
4. Promotional gifts were not returned along with the product.
Q5. Why can’t I request a return even though the product has been delivered or picked up?
All return and exchange requests are subject to verification by our logistics center.
If your item meets any of the conditions listed in Q4, your return/exchange request may be denied.
