We are unable to accept opened or used items for return. An item is considered "opened" if the original safety seal, protective seal, or hygiene seal has been broken or removed.
Customers must contact us at info@moerie.com within 14 days of delivery to request return instructions.
Only unopened items may be returned. Once we have received and inspected the returned products, we will process your return. After processing, you will receive a credit note for the returned items. If you do not wish to receive a replacement, we will issue a refund for the purchase price of the returned products.
Please note:
- We do not refund original shipping costs
- Return shipping costs are the responsibility of the customer
- We do not offer direct exchanges – if you would like a different product, a new order must be placed
Refunds will be issued using the same payment method used for the original purchase within 10–30 business days after the return has been processed and authorized. Please note that it may take an additional up to 14 working days for the refund to appear in your bank account.
To initiate a return, please contact us by emailing info@moerie.com or by submitting a request via our Help Center.
When submitting your request, please include:
- A clear description of the items you are returning
- The reason for your return
- Your order and/or invoice number
- A photo of the items you wish to return
For further details, please refer to our Terms and Conditions regarding returns.