Refund policy

Return & Refund Policy – Moose & Pine

Last updated: September 15, 2025

1. Important Notice – Final Sale Items

⚠️ All products offered at a discount of 60% or more are classified as Final Sale.
These items cannot be returned or exchanged under any circumstances, except in the case of damaged or incorrect items.

Transparency Requirement:
Final Sale status is clearly displayed on the product page and during checkout before purchase is completed.

2. Eligibility and Return Window

  • Returns must be requested within 30 calendar days of the delivery date shown by the carrier.

  • Orders cannot be canceled once they have been shipped.

  • Returns sent without prior authorization will not be processed or refunded.

  • The return request must be submitted before the item is shipped back to us.

3. Mandatory Pre-Authorization (RMA)

Before returning any item:

  1. Email info.moosepine@gmail.com within 30 days of delivery to request a Return Merchandise Authorization (RMA).

  2. We will provide you with written approval and instructions, including the correct return address.

  3. Do not ship before receiving written approval.

  4. Returns shipped without authorization or shipped before approval will not be accepted or refunded.

4. Condition of Returned Items

To qualify for a refund, the returned item must:

  • Be unused, unworn, and undamaged, with all original tags attached.

  • Be in original packaging, including pouches, inserts, bubble wrap, and the original outer carton.

  • Include all accessories, certificates, manuals, and free gifts received with the order.

  • Be free of odors, stains, scratches, or signs of wear or alteration not caused by us.

  • Promotional bundles (e.g., “Buy 2 Get 1 Free”) must be returned in full.

5. Packaging Requirements to Prevent Damage

  • Use the original packaging, including the outer carton.

  • If unavailable, use a sturdy replacement carton with proper padding (e.g., bubble wrap).

  • Improper packaging may result in rejection or a reduced refund amount due to loss of value.

6. Return Shipping, Risk, and Proof of Delivery

  • All returns are international shipments to China.

  • The customer is fully responsible for return shipping costs.

  • Tracked shipping is required:

    • Provide the tracking number within 72 hours of dispatch.

    • We strongly recommend purchasing shipping insurance for high-value items.

  • Risk of loss or damage remains with the customer until the return is delivered and signed for at our warehouse.

  • Returns that are lost, delayed, refused by customs, or never delivered will not be refunded.

7. Customs, Duties, and Import Fees

  • All customs duties, taxes, and import fees are the customer's responsibility.

  • If unpaid, resulting in the package being held, destroyed, or returned, no refund will be issued.

  • Incorrect or incomplete customs declarations may cause the return to be refused.

Return Address:


Yunling-Lingwen 2F, Building 7, Baicai Science Park Niushan Woling Industrial Zone, Huijing Road Dongcheng Street, Dongguan City Guangdong Province, China Zip code: 523000 Phone: +86 15992908542

8. Refunds and Adjustments

  • Once your return is received and inspected, you will be notified by email.

  • Refunds will be issued within 10 business days after inspection to your original payment method, unless store credit is chosen voluntarily or required by law.

  • Original shipping fees are non-refundable, except where required by law.

  • If you received a promotional discount, it will be recalculated based on the items you keep, which may reduce the refund amount.

  • If a partial return causes your order to no longer qualify for free shipping, the original shipping cost may be deducted from your refund.

  • Bank fees, currency conversion differences, and payment processor fees are non-refundable.

9. Refund Timing

  • After processing, the refund will be sent to the original payment method.

  • Processing times may vary by bank or payment provider:

    • Credit/Debit Card (Shopify Payments): 2–6 business days

    • PayPal: usually within 24–48 hours

    • Other payment methods: 2–10 business days

  • Delays beyond these times are usually caused by the customer's bank or payment provider, and Moose & Pine has no control over these timelines.

10. Unauthorized, Late, or Non-Compliant Returns

Returns will be refused or returned at the customer's expense if:

  • Shipped without prior authorization,

  • Shipped before approval was granted,

  • Arrived after the return window, or

  • Did not meet the condition or packaging requirements stated above.

11. Damaged, Defective, or Incorrect Items

If your item arrives damaged or incorrect:

  1. Email info.moosepine@gmail.com within 72 hours of delivery.

  2. Include clear photos of the packaging, shipping label, and product.

  3. Once verified, we will arrange a replacement or refund and cover reasonable return shipping costs.

12. Non-Returnable Items

  • Final sale items (60% discount or more)

  • Gift cards and digital products

  • Personalized or custom-made items

  • Jewelry that has been worn, used, or unsealed

  • Special collection jewelry, unless defective or incorrect

13. Exchanges

We do not process direct exchanges.
To replace an item, please complete a return and place a new order.

14. Title and Risk

  • Risk remains with the customer until the return is delivered and signed for at our warehouse.

  • Ownership transfers to Moose & Pine only after inspection and acceptance of the returned goods.

15. Legal Notice & Consumer Rights

  • This policy complies with international e-commerce standards.

  • Nothing in this policy affects mandatory consumer rights applicable by law.

  • Moose & Pine reserves the right to update this policy at any time, with changes taking effect once published on our website.

16. Contact Information

For questions or return authorization requests:
📧 Email: info.moosepine@gmail.com