Refund policy

Refund & Return Policy

We want you to love your mooshie. If something isn't right, we're here to help.

30-Day Guarantee

You have 30 days from the date your order is delivered to request a return or refund.

To be eligible, your item must be:

  • In the same condition you received it — unused and undamaged
  • In its original packaging
  • Accompanied by your order number or proof of purchase

How to Start a Return

Email us at info.mymooshie@gmail.com with:

  1. Your order number
  2. The item(s) you'd like to return
  3. A short note on why (and a photo, if the item arrived damaged or faulty)

We'll reply within 24–48 hours with return instructions and the return address.

Please don't send items back before contacting us — returns sent without prior approval can't be processed.

Damaged, Faulty or Wrong Items

If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery with a photo.

We'll sort it out right away with a free replacement or a full refund — and you won't need to send anything back.

Return Shipping Costs

  • Damaged, faulty, or incorrect items: we cover everything — no cost to you.
  • Change of mind: return shipping is the customer's responsibility. Original shipping charges are non-refundable.

We recommend using a tracked service. We can't issue a refund for a return we never receive.

Refunds

Once we receive and inspect your return, we'll email you to confirm.

If approved, your refund is issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it can take a few additional days to appear on your statement.

If more than 15 business days have passed since we confirmed your refund and you still haven't received it, please contact us.

Exchanges

Want a different colour or a different mooshie? The fastest way is to return your original item for a refund and place a new order.

Order Cancellations

Need to cancel? Email us within 24 hours of ordering and we'll cancel it if it hasn't shipped yet.

Once an order has shipped, it falls under the return process above.

Non-Returnable Items

For hygiene and safety reasons, we can't accept returns on:

  • Items that have been used, opened, or damaged after delivery
  • Gift cards
  • Sale or clearance items marked final sale

Questions?

Email info.mymooshie@gmail.com — we're happy to help and we usually reply within 24–48 hours.

Squish it. Love it. Moosh it. 💕