Refund policy
Last updated: July 18, 2026
We have a 30-day return policy. This means that you have 30 days after receiving your item to request a return.
Return eligibility
To be eligible for a return, the item must be unused, in the same condition in which you received it, complete, and returned in its original packaging.
You must also provide proof of purchase or your order number.
Items that have been used, damaged after delivery, altered, returned incomplete, or returned without their original packaging may not be eligible for a refund.
How to start a return
To request a return, contact us at sales@mocloom.com within 30 days after receiving your item.
Please do not send any item back before your return request has been approved.
After approval, we will provide the applicable return instructions and the designated return address. The designated return address may vary depending on the product, fulfillment location, and circumstances of the return.
After a return is approved, the item must be handed to the designated carrier within 14 days unless otherwise stated in the return instructions.
Return address
Unless a different return address is provided in writing as part of the return approval, the default address for approved returns is:
MOCLOOM
Shenzhen Xingmo Technology Co., Ltd.
Room 309, Building B
Yangmei 1992 Vitality Block
No. 7, Jinzhu Lane 2
Yangmei Community, Bantian Subdistrict
Longgang District, Shenzhen, Guangdong 518000
China
If the return approval provides a different address, the address stated in the return approval will control and must be used.
Do not send returns to the address shown on the original shipping package or to any other address unless that address has been confirmed by MOCLOOM in writing.
Returns sent without prior approval or sent to an address other than the designated return address may be refused or may experience processing delays.
Return shipping
For eligible returns requested because of a change of mind, an incorrect purchase decision, or another reason not caused by MOCLOOM, the customer is responsible for arranging and paying for return shipping.
We recommend using a trackable shipping service. MOCLOOM is not responsible for return packages that are lost or damaged before reaching the designated return address.
If an item is defective, damaged in transit, incomplete, or different from what was ordered, MOCLOOM will provide an approved return-shipping arrangement or another appropriate resolution.
Original shipping charges are non-refundable for change-of-mind returns.
If a return is caused by a defective, damaged, incomplete, or incorrect item, any approved standard original shipping charge will also be refunded. Charges for expedited or optional shipping services are non-refundable unless required by applicable law.
Items sent back without prior return approval will not be accepted.
Damaged, defective, incomplete, or incorrect items
Please inspect your order after delivery.
If an item is defective, damaged in transit, incomplete, or different from what you ordered, contact us promptly at sales@mocloom.com with your order number and relevant photos or other supporting information.
We will review the issue and work to provide an appropriate resolution, which may include replacement parts, a replacement item, a return, or a refund, depending on the circumstances.
Non-returnable items
Items that have been used, damaged after delivery, altered, returned incomplete, or returned without their original packaging may not be eligible for return or refund.
Items clearly marked as final sale are not eligible for return, except where required by applicable law.
Exchanges
The fastest way to obtain a different item is generally to return the eligible item for a refund and place a new order after the return is approved.
Import charges, refused deliveries, and unclaimed shipments
Orders fulfilled from outside the United States may be subject to customs duties, import taxes, brokerage fees, clearance fees, disbursement fees, or similar charges.
Unless expressly collected at checkout, these charges are the customer’s responsibility.
Charges paid directly to a carrier, customs authority, or another third party are not collected by MOCLOOM and cannot be refunded by MOCLOOM.
A shipment that is refused, unclaimed, or returned because the customer did not pay applicable import charges, did not complete required customs procedures, provided an incorrect or incomplete address, or did not accept delivery is not considered an approved return.
No refund will be issued until the shipment has been returned to and received by the designated return facility, where applicable, and the returned products have been inspected.
If the shipment is returned, any eligible refund may be reduced by the actual, non-recoverable costs incurred as a result of the refused or unclaimed shipment, including original outbound shipping costs, return shipping costs, carrier charges, customs or brokerage charges, storage charges, and disposal costs.
This applies even where the original order qualified for promotional free shipping, because MOCLOOM may still have incurred an actual outbound shipping cost.
If the shipment is abandoned, destroyed, or otherwise not returned to us, a refund might not be available.
Any refund will be subject to applicable law and will not exceed the amount originally paid to MOCLOOM.
Refunds
We will notify you after we receive and inspect your return and let you know whether the refund has been approved.
If approved, your refund will be issued to the original payment method within 10 business days after we receive and inspect the returned item.
The refund will cover only amounts eligible for refund under this policy and originally paid to MOCLOOM. Refunds will reflect any discounts, promotional credits, or other adjustments applied to the original order.
Your bank, card issuer, or payment provider may require additional time to process and post the refund.
If more than 15 business days have passed after we confirmed that your refund was approved, please contact us at sales@mocloom.com.
Legal rights
Nothing in this policy limits any rights or remedies available to customers under applicable law.