Refund policy

We are committed to providing high-quality MoiHug Brand Multi-functional Body Pillows and want you to be completely satisfied with your purchase. If for any reason you are not satisfied with the item you received, we offer a dedicated refund service.

Eligibility for Refunds

To be eligible for a refund, your item must meet the following criteria:

  • Unsatisfactory Item Received: If you receive any unsatisfactory item, please contact us immediately so we can process the return or exchange.
  • Original Condition: The item must be unused and in the same condition that you received it.
  • Complete Packaging: The item must be in its original packaging, including all accessories, tags, and labels.
  • Contact Customer Service: You must contact our customer service team promptly after receiving the item to initiate the refund process.

Refund Process

  1. Contact Us: When you decide to return an item, please contact our customer service team via email at support@moihug.com or by phone at 1(213)547-1514. Please provide your order number, item name, and reason for the refund, along with relevant photos or videos (if applicable).
  2. Item Return: Once our customer service team confirms your refund request meets the eligibility criteria, we will provide you with specific instructions and the return address. Please follow the instructions to send the item back.
  3. Inspection and Processing: Once we receive the returned item, we will inspect it. If the item meets the refund eligibility criteria, we will initiate the refund process.
  4. Refund Completion: Refunds are typically processed back to your original payment method within 5-7 business days after we receive the returned item. Please note that the actual time may depend on your bank's processing speed.

Shipping Costs

  • Our Responsibility: If the refund is due to product quality issues, damaged goods, or incorrect items shipped, the return shipping costs will be covered by us.
  • Customer Responsibility: If the refund is due to personal reasons (e.g., dislike, wrong purchase, color preference), the customer will be responsible for the return shipping costs. Original order shipping fees are non-refundable.

Non-Refundable Situations

The following situations are generally not eligible for a refund:

  • Items that have been used, worn, or damaged (not due to quality issues).
  • Items missing original packaging or accessories.
  • Refund requests submitted beyond the stipulated time frame.