Refund policy

Our Refund Policy

At MoyoLoom, we are committed to your complete satisfaction with every purchase. If you are not entirely happy with your order, we are here to help. This policy outlines the process and conditions for returns and refunds for our Dresses, Outerwear, Bottoms, and Tops.

Eligibility for Returns & Refunds

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

  • The item must be in its original, unused, and unwashed condition.
  • All original tags and labels must be attached.
  • The item must be in its original packaging, if applicable.
  • You must initiate the return request within 30 days of the delivery date.

For hygiene reasons, we cannot accept returns on certain intimate apparel or items marked as final sale.

Non-Returnable Items

The following items are typically not eligible for return unless they arrive damaged or defective:

  • Items worn, washed, or altered.
  • Items without their original tags or packaging.
  • Personalized or custom-made items.
  • Items purchased during a final sale promotion, which will be clearly marked.

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our customer support team at [email protected] within the 30-day window. Please include your order number and details about the product you wish to return.
  2. Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to us.
  3. Securely package the item, including the RMA number inside the package. We recommend using a trackable shipping service.

Please note that return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong or defective item shipped).

Inspection & Refund Process

Once we receive your returned item, our quality team will inspect it to ensure it meets our return conditions.

  • If approved, your refund will be processed automatically to your original method of payment.
  • Please allow 5-10 business days for the refund to appear in your account after processing.
  • You will receive an email notification once your refund has been issued.

If the item does not meet our return conditions, we will contact you via email to discuss the next steps, which may include shipping the item back to you at your cost.

Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 7 days of delivery. We will arrange a prepaid return label for you and expedite a replacement or full refund at no extra cost.

Exchanges

We currently do not offer direct exchanges. To exchange an item for a different size or color, please initiate a return for the original item following the process above. Once the return is approved, you can place a new order for the desired item on our website.

Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact our support team. We are here to assist you.

Email: [email protected]

We aim to respond to all inquiries within 24-48 hours during business days.