Return & Refund Policy

We want every MOOR NYC customer to be satisfied with their purchase.

Return Window

Returns may be requested within 14 days of the confirmed delivery date.

Requests submitted after the 14-day return period may not be eligible for a refund.

Return Eligibility

To qualify for a return, items must be:

• Unused and in original condition

• Returned with all original packaging and accessories

• Free from damage, stains, odors, or signs of use

• Accompanied by proof of purchase or your order number

We reserve the right to refuse returns that do not meet these requirements.

Starting a Return

Before returning any item, please contact us to receive return authorization and instructions.

Returns sent without prior approval may be refused.

Please include:

• Your full name

• Order number

• Reason for the return

• Photos of the item (if applicable)

Return Shipping

Customers are responsible for return shipping costs unless the item received is:

• Damaged

• Defective

• Incorrect

We recommend using a tracked shipping service, as we are not responsible for returns lost during transit.

Damaged or Incorrect Items

Please inspect your order immediately upon arrival.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery and include:

• Your order number

• A description of the issue

• Clear photographs of the item

• Photos of the shipping box and label

Depending on the situation, we may offer a replacement, repair, store credit, partial refund, or full refund.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Original shipping charges and return shipping costs are non-refundable unless the return is due to our error or a defective product.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return your eligible purchase and place a new order.

Non-Returnable Items

The following items cannot be returned:

• Used or damaged products

• Personalized or custom-made products

• Gift cards

• Final sale or clearance items

• Products returned without original packaging or accessories

Order Cancellations

Orders may be cancelled only before they enter processing.

Once an order has been processed or shipped, it cannot be cancelled and must follow our standard return procedure.

Contact Us

For assistance with returns or refunds, please contact us through the Contact page on our website and include your order number.