Refund policy
Return & Refund Policy
Last updated: October 15, 2026
Moodveil is operated by Zhongshan Benwu Technology Co., Ltd. (中山市本屋科技有限公司).
We want our return and refund process to be clear, transparent, and easy to understand. Please review the following terms before making a purchase.
1. 14-Day Return Period
Moodveil offers a 14-day return policy for eligible products.
You have 14 calendar days from the date your order is delivered to request a return.
To start a return, please contact:
Email: support@moodveil.com
Returns must be requested and approved before any product is sent back.
Please do not return any item without receiving return authorization and return instructions from Moodveil.
2. Return Eligibility
To be eligible for a return, the item must:
- Be unused and in substantially the same condition in which it was received
- Include the original packaging
- Include all accessories, components, and manuals supplied with the product, where applicable
- Include proof of purchase or the order number
We may request photographs or other reasonable information to review your return request.
Items that do not meet the return conditions may not qualify for a refund unless otherwise required by applicable law.
3. How to Start a Return
To request a return, email:
Please include:
- Your order number
- The reason for the return
- Photos of the product and packaging if the product is damaged, defective, or incorrect
Our customer support team normally responds within 2 business days, Monday through Friday.
If your return is approved, we will provide the appropriate return instructions and return address.
Returns are handled by mail.
Please do not send products back before receiving return authorization.
Unauthorized returns may not be accepted.
4. Return Shipping Costs
For ordinary change-of-mind returns, the customer is responsible for return shipping costs.
Moodveil will cover reasonable return shipping costs when:
- The product arrived damaged
- The wrong product was delivered
- The product has a manufacturing defect
If a return is approved for one of these reasons, our support team will provide the appropriate return instructions.
Moodveil does not charge a restocking fee for approved returns.
5. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible, preferably within 48 hours of delivery, at:
Please include:
- Your order number
- Clear photographs of the product
- Clear photographs of the packaging
- A brief description of the issue
Reporting an issue later than 48 hours does not automatically waive any rights you may have under applicable law.
If the issue is confirmed, Moodveil will provide an appropriate remedy, which may include a refund, replacement where applicable, or another remedy required by law.
6. Non-Returnable Items
The following items are generally not eligible for return:
- Customized or personalized products
- Gift cards
- Items clearly identified as Final Sale or Clearance on the product page or during checkout before purchase
A product is not considered Final Sale solely because of its price.
This section does not apply where the product is damaged, defective, incorrect, or where applicable law requires a return, refund, repair, replacement, or other remedy.
7. Exchanges
Moodveil does not currently offer direct exchanges.
If you would like a different product, please request a return for the original eligible item.
After the return has been approved, you may place a new order for the product you prefer.
8. Refunds
Once an approved return is received and inspected, we will notify you whether the refund has been approved.
If approved, please allow up to 10 calendar days after the returned product has been received and inspected for the refund to be issued to the original payment method.
Banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.
If you have not received an approved refund within 15 business days after we confirm that the refund has been issued, please contact:
For ordinary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.
If the return results from an incorrect, damaged, or defective product, eligible shipping-related costs will be handled as part of the remedy.
9. Order Cancellation
Orders may be cancelled within 12 hours of purchase if they have not already entered processing or been shipped.
Once an order has entered processing or has been shipped, cancellation may no longer be possible.
If cancellation is no longer available, the order must follow the return process described in this policy after delivery.
10. Return Address
Please do not return products to the address shown on the shipping label or to our registered business address without authorization.
Return requests must first be approved.
Once a return has been authorized, Moodveil will provide the appropriate return instructions and return address based on the order.
11. Consumer Rights
This Return & Refund Policy does not limit any mandatory consumer rights that may apply under the laws of your country, state, or jurisdiction.
Where applicable law provides rights that are more favorable than this policy, those legal rights will apply.
12. Contact Us
Brand / Trade Name: Moodveil
Operating Company: Zhongshan Benwu Technology Co., Ltd.
Chinese Company Name: 中山市本屋科技有限公司
Business Registration Number: 91442000MADT4JPF2P
Registered Business Address: No. 2, Lane 9, Deyuan South Road, Jidong 1st Community, Xiaolan Town, Zhongshan, Guangdong 528415, China
Customer Support Email: support@moodveil.com
Support Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)
Typical Response Time: Within 2 business days