Return and Refund Policy

Last updated: August 2, 2026

Thank you for shopping with MooGoo. This Return and Refund Policy explains how returns, refunds, exchanges, damaged or incorrect products, and order cancellations are handled.

30-Day Return Policy

Unless an exception below applies, you may request a return within 30 calendar days after receiving your order.

To qualify for a return, the product must:

• Be unused, unworn, unwashed, and in the same condition in which it was received;
• Include its original packaging, tags, accessories, manuals, and other included components;
• Be in a condition suitable for resale; and
• Be accompanied by proof of purchase or the applicable order number.

To request a return, contact us at support@imoogoo.com before sending the product back.

Please do not return a product without first receiving return instructions and authorization from us. Products returned without authorization may be delayed, refused, or returned to the sender where permitted by law.

Return Address

Our return location is in China. The complete return address and return instructions will be provided after your return request has been reviewed and approved.

Do not send returns to an address shown on the original shipping package unless we expressly instruct you to do so, as the shipping origin or carrier address may not be able to accept returns.

Return Shipping Costs

For returns based on a change of mind, an incorrect size or model selected by the customer, or another reason not caused by a defective, damaged, or incorrect product:

• The customer is responsible for return shipping costs;
• The customer is responsible for arranging shipment to our designated return address in China; and
• Any original import duties, taxes, VAT, GST, brokerage fees, or clearance fees may be non-refundable by MooGoo.

We recommend using a trackable shipping service and retaining the shipping receipt. MooGoo is not responsible for a customer-arranged return that is lost or damaged before it reaches our designated return location, except where applicable law provides otherwise.

If the return is required because we sent an incorrect product, or because the product arrived damaged or materially defective, MooGoo will provide an appropriate remedy and cover reasonable return or replacement costs where applicable.

We do not charge a restocking fee for an eligible return unless otherwise disclosed and permitted by applicable law.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, materially defective, incomplete, or different from what you ordered, please contact us within 7 calendar days after delivery at support@imoogoo.com so that we can investigate and resolve the issue promptly.

Please provide:

• Your order number;
• A description of the problem;
• Clear photographs or video showing the product and issue;
• Photographs of the external packaging;
• A photograph of the shipping label; and
• Any other information reasonably requested to review the claim.

Please retain the product, its packaging, and all included components until we have completed our review.

Depending on the circumstances, we may offer a replacement, repair, partial refund, full refund, or another remedy required by applicable law. We may not require a physical return when sufficient evidence establishes the issue.

The 7-day notification period helps us investigate carrier damage and order errors promptly. It does not exclude, reduce, or replace any statutory warranty, legal guarantee, or other non-waivable right available under applicable consumer protection law.

Return Exceptions

Unless required by applicable law, we do not accept change-of-mind returns for:

• Products that have been used, worn, washed, altered, damaged after delivery, or improperly maintained;
• Products missing original packaging, tags, accessories, components, or manuals;
• Products that are not in a condition suitable for resale;
• Customized, personalized, made-to-order, or specially produced products;
• Sealed hygiene-sensitive or intimate-contact pet products after the seal has been opened;
• Products that have been exposed to pet hair, bodily fluids, waste, odors, contaminants, parasites, or infectious conditions;
• Gift cards;
• Clearance or final-sale products where the restriction was clearly disclosed before purchase and is permitted by law; and
• Any other product that cannot lawfully or safely be resold for health, hygiene, or safety reasons.

A product is not excluded from return merely because it is described as customized. The exception applies when the product was genuinely made, altered, engraved, printed, or personalized according to the customer’s specifications.

These exceptions do not apply when a product is defective, damaged, incorrectly supplied, misdescribed, or otherwise subject to a mandatory remedy under applicable law.

Customized and Personalized Products

Please review all names, text, measurements, colors, designs, and other customization details carefully before submitting an order.

Once production of a customized or personalized product has begun, the order generally cannot be changed or cancelled. Customized and personalized products generally cannot be returned because of a change of mind or a customer-provided spelling, measurement, or design error.

If MooGoo makes a customization error, or the customized product arrives damaged, defective, or materially different from the approved order details, contact us at support@imoogoo.com. We will provide an appropriate remedy in accordance with this policy and applicable law.

Exchanges

We do not guarantee direct exchanges because product availability may change.

The fastest way to obtain a different non-defective product is generally to request a return of the eligible original product and place a new order after the return is approved.

If a product is damaged, defective, or incorrect, contact us before placing another order so that we can determine the appropriate resolution.

Order Cancellations and Changes

You may request to cancel or modify an order before it has been shipped by contacting:

support@imoogoo.com

Please include your order number and the requested change.

We will make reasonable efforts to accommodate your request, but cancellation or modification is not guaranteed once the order has entered processing. Customized or personalized orders may no longer be cancelled once production has begun.

If an order has already shipped, it cannot be cancelled in transit. You may request a return after delivery if the product is eligible under this policy.

Nothing in this section limits any statutory cancellation or withdrawal right available under applicable consumer protection law.

European Union and United Kingdom Withdrawal Rights

If you are a consumer located in the European Union or United Kingdom, you may have a statutory right to withdraw from an eligible distance-sale purchase within 14 calendar days after receiving the product, without providing a reason.

To exercise this right, contact support@imoogoo.com with a clear statement that you wish to withdraw from the purchase. You must generally send the eligible product back within 14 days after notifying us of your withdrawal.

Unless the product is defective, incorrect, or otherwise covered by a mandatory remedy, you are responsible for the direct cost of returning it to our designated return address in China.

You may handle the product only to the extent reasonably necessary to establish its nature, characteristics, and functioning. Where permitted by law, you may be responsible for diminished value resulting from handling beyond what is necessary.

The statutory right of withdrawal may not apply to products made to your specifications or clearly personalized, or to sealed products that are not suitable for return for health or hygiene reasons after being unsealed, along with other exceptions permitted by applicable law.

This section does not limit any additional rights provided by the laws of your country of residence.

Refund Review

We will notify you after we receive and inspect an authorized return.

If the return is approved, the refund will generally include the eligible amount paid for the returned product. Because standard shipping is offered free of charge, there is normally no separately paid standard outbound shipping fee to refund.

The following amounts may not be refundable by MooGoo unless required by law:

• Customer-paid return shipping costs;
• Import duties, VAT, GST, customs charges, brokerage fees, or clearance fees paid to governments or third parties;
• Expedited or optional delivery charges; and
• Loss in value caused by use, damage, missing components, or excessive handling by the customer.

Refund Processing Time

Approved refunds will be issued to the original payment method generally within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund and it has not appeared, contact us at support@imoogoo.com.

Refused and Undeliverable Shipments

If an order is refused, unclaimed, or returned because of:

• Unpaid customs duties, import taxes, VAT, GST, brokerage fees, or clearance charges;
• An incorrect or incomplete address supplied by the customer;
• Failure to respond to the carrier or customs authority; or
• Failure to collect the shipment,

we may deduct actual, non-refundable return transportation, customs, handling, or carrier charges from any refund, where permitted by applicable law.

A refund, if available, will be processed only after the returned shipment has been received and reviewed. This provision does not limit your rights when the delivery failure was caused by MooGoo or when applicable law requires a different remedy.

Statutory Consumer Rights

Nothing in this policy excludes, restricts, or modifies any warranty, legal guarantee, cancellation right, right of withdrawal, or remedy that cannot lawfully be excluded, restricted, or modified under the consumer protection laws applicable to you.

Where this policy conflicts with a mandatory consumer right, the mandatory consumer right will apply.

Contact Us

To request a return, report a problem, or ask a question about this policy, contact:

MooGoo
Email: support@imoogoo.com
Website: https://imoogoo.com