Return Policy

1. Return and Exchange Period

For all MOAIPLAY products purchased through authorized channels, you may request a return or exchange within 30 days of receipt.

Conditions: The product must be brand new, unused, and returned with its original packaging, accessories, and proof of purchase.

After 30 days, only repair or replacement requests due to product defects or malfunctions will be accepted; refunds will not be provided.

The following items are not eligible for return or exchange:
- Customized products
- Discounted or promotional items
- Any products labeled as non-returnable

2. Return and Exchange Process

2.1 Purchases from E-commerce Platforms

For products purchased on e-commerce platforms, please submit your return or exchange request within the platform’s designated return window and follow the platform’s process to complete the return or exchange.

After the platform’s return period has expired, please submit a service request via Contact Us. We will assist you in accordance with the warranty terms.

Please include the following information:
- Proof of purchase from the platform
- Product Serial Number
- A description of the issue and supporting photos

2.2 Purchases from the MOAIPLAY Official Store

Submit a return or exchange request through Contact Us and include:
- Order number
- Proof of purchase
- Product Serial Number
- A description of the issue and supporting photos

2.3 Purchases from Authorized Retailers or Distributors

If your product was purchased from an authorized retailer or distributor, the return or refund request must be handled according to that retailer’s policy, as MOAIPLAY cannot process payment refunds or handle transaction settlements directly.

MOAIPLAY can assist by providing technical inspection reports or issue analyses to support your communication with the retailer.

If the retailer’s return period has expired, please submit a warranty service request via Contact Us with:
- Proof of purchase
- Product Serial Number
- A description of the issue and supporting photos

2.4 RMA Process (Applicable to All Contact Us Requests)

Upon approval, we will provide an RMA (Return Merchandise Authorization) number and return shipping instructions.

Please return the product within the specified timeframe, ensure secure packaging, and retain the shipping tracking number for reference.

3. Return and Exchange Shipping Costs

If the return or exchange is due to a product defect or shipping error, the return shipping cost will be covered by MOAIPLAY (standard shipping services only).

For returns or exchanges due to personal reasons, the customer is responsible for the shipping cost. We recommend using a trackable shipping method to avoid lost or delayed packages.

For international orders, any shipping costs exceeding the standard amount will be the responsibility of the customer.

4. Important Notes

All returned products will be inspected and verified before any refund or exchange is processed.

MOAIPLAY reserves the right to make the final decision on all return and exchange requests, including but not limited to rejecting cases under the following conditions:
- The product was not purchased through an authorized channel
- The returned product is not in unused or complete condition
- Unauthorized modifications, disassembly, or misuse have been identified

Refunds are typically processed within 5–7 business days, but the exact timeframe depends on your bank or payment provider.