⚠️ Important Notice
All approved refunds are issued only as store credit added directly to your MOOEI account. Refunds are not returned to the original payment method.
1. Sale Items & Final Sale
- Sale items are final sale and are not eligible for return or exchange.
- Customized or personalized items are final sale and cannot be returned or exchanged.
2. Eligibility & Condition Requirements
To qualify for a return or exchange, all of the following conditions must be met:
- The return request must be raised within 7 days from the time of delivery, and the item must be unused, unworn, and in original condition
- The security strap must be fully intact and attached
- Original packaging must be returned in undamaged condition
Please note: If the security strap is removed, broken, altered, or tampered with, the item will not qualify for return, exchange, or refund under any circumstances.
3. Return Shipping Charges
Customers are responsible for return shipping charges. A flat return shipping fee will be deducted from the refund value as follows:
| Order Type |
Return Shipping Fee |
| UAE orders |
AED 50 |
| International orders |
AED 120 |
Original shipping fees are non-refundable.
4. Inspection & Approval Process
All returned items undergo a quality inspection upon receipt.
A return will be approved only if:
- The item is clean, unused, and unworn
- The security strap remains intact
- Packaging is complete and undamaged
If the returned item does not meet these requirements, the return will be rejected and sent back to the customer at their expense.
5. Refund Method & Processing Time
Once the return is approved after inspection:
- The refund is added as store credit to your MOOEI account, tied to your registered email address
- Store credit is applied automatically at checkout — there is no code to enter
- You must be signed in when you reach checkout for it to apply. Browsing the site or your account while logged in is not the same as being signed in at checkout — look for the sign-in step there and complete it before paying
- The store credit value is calculated as: Item price − applicable return shipping fee (AED 50 / AED 120)
Please allow 7–14 business days for return inspection and approval. Once approved, store credit is added to your account immediately.
Store credit does not expire unless otherwise stated.
6. Non-Returnable Items
The following items are not eligible for return, exchange, or refund:
- Sale or discounted items
- Customized or personalized items
- Items with removed, damaged, or tampered security straps
- Items that are used, altered, washed, damaged, or mishandled
7. How to Request a Return
Once your order has been delivered, you may submit a return request through your MOOEI account dashboard:
Log in to your account → Orders → Request Return and follow the instructions provided.
Need Assistance?
If you have any questions about returns and refunds, feel free to contact us:
📧 Email: customercare@mooei.com
