RETURN & REFUND
Last Update on June 2025
We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return.
🛍️ Eligibility for Returns and Exchanges
To qualify for a return:
- Items must be in unused condition, with original, unopened packaging and all accessories included.
- Do not remove the item from any transparent inner bags or break the seal.
- Sets/bundles must be returned as a complete unit—individual components cannot be returned separately.
- You must provide proof of purchase (receipt or order confirmation email).
- Return requests must be initiated within 30 days of receiving the item.
❌ Items NOT Eligible for Return
We do not accept returns under the following conditions:
- Missing proof of purchase or insufficient return documentation
- Return requests made more than 30 days after receipt
- Clearance items or products marked “Final Sale” or “Non-Returnable”
- Assembled items
- Items damaged due to improper unboxing, assembly, cleaning, or handling
- Damage caused by misuse, negligence, intentional harm, or accidents
📦 Damaged or Incorrect Items
Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect, contact us within 15 days with:
- A description of the issue
- Clear photos and/or videos showing the damage or defect
We will evaluate your case and either replace the damaged part/product or provide further return instructions.
Important: If you choose to return the item, you will be responsible for the return shipping. However, if we receive sufficient visual evidence of the issue, we will send a free replacement without requiring a return.
📭 Undelivered Orders / Lost Shipments
- If your order has not arrived within 60 calendar days, you may request a full refund via email. However, if the issue is due to an incorrect address provided by the customer, reshipping costs are not covered by Moodsquish.
- If tracking shows the package was delivered but the customer claims it was not received, we cannot issue a refund, though we will assist you in filing a claim with the carrier.
- For lost packages during transit, we do not offer refunds but will resend a full replacement package free of charge.
🔁 Return Process
1.Request a Return
Email service@moodsquish.com with your:
- Order number
- Quantity
- Reason for return
- Clear photos of the product and its sealed/unsealed packaging
2.Receive Return Instructions
Once approved, you will receive the correct return address and packaging instructions.
- Do not return the item to the manufacturer or shipping carrier without confirmation.
- You must ship your item within 7 business days after receiving our return confirmation.
- You are responsible for return shipping unless the return is due to our error.
3.Inspection
It may take 1–2 weeks to inspect returned items once received. We will notify you of the result by email.
💰 Refund Policy
- Approved refunds will be issued to your original payment method.
| Payment Method | Refund Time |
|---|---|
| PayPal | 1–3 business days |
| Credit/Debit Card | 5–7 business days (up to 7 days after we receive your return) |
If you haven’t received your refund:
- Check your bank account again.
- Contact your credit card company—it may take some time before your refund is officially posted.
- Contact your bank—processing time may vary.
- If you’ve done all of this and still haven't received your refund, please contact us at service@moodsquish.com.
📊 Return Fees & Responsibility
| Return Reason | Refund Amount | Return Shipping |
|---|---|---|
| Customer reason (e.g., changed mind, ordered wrong item/size) | 90% of paid amount (excluding service, packaging, and shipping fees) | Customer pays |
| Moodsquish error (e.g., wrong item, quality issue) | 100% of paid amount | Paid by Moodsquish |
🚫 Order Cancellation
| Order Status | Cancellation Fee | Return Shipping |
|---|---|---|
| Before Shipment | $0 | $0 |
| In Transit | $0 | Customer pays |
To cancel your order, contact service@moodsquish.com as soon as possible. Please do not return any items without confirmation from our support team.
Company Name:HONG KONG SHAN SHU TRADING COMPANY
Company Address：
RM 25 7/F BLOCK B2 EASTERN SEA
INDUSTRY BUILDING 48-56 TAI
LIN PAI ROAD KWAI CHUNGNT
Email:service@moodsquish.com
Tel：+(852)46765930
GMT: +8:00 (9:00 AM-7:00 PM), Monday–Friday