Refund policy

At mooiehome.shop, customer satisfaction is our highest priority. We want every customer to enjoy a positive shopping experience and feel confident when purchasing from our store.

If you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy explains your rights, return conditions, refund procedures, and the steps required to request a return.

By placing an order with mooiehome.shop, you agree to the terms described below.

1. Right of Withdrawal

Customers located in Germany and the European Union have the legal right to withdraw from a purchase contract within 14 days after receiving the goods, without providing any reason.

The withdrawal period begins on the day you, or a third party designated by you (other than the carrier), receives the products.

To exercise your right of withdrawal, you must inform us of your decision by sending a clear statement to:

Email: info@mooiehome.shop

Your withdrawal request must include:

  • Your full name

  • Order number

  • Product details

  • Date of purchase

  • Reason for return (optional but helpful)

After receiving your withdrawal request, our customer service team will provide further instructions regarding the return process.

2. Return Conditions

To be eligible for a return, products must meet the following conditions:

  • The return request must be submitted within 14 days after receiving the order.

  • Items must be unused, unworn, and in their original condition.

  • Products must include original packaging, labels, accessories, and any included documentation.

  • Items must not show signs of damage, alteration, or improper use.

Products returned without prior communication or approval may not be accepted.

3. Non-Returnable Items

Certain products cannot be returned due to their nature, including:

  • Products that have been used, damaged, or altered after delivery.

  • Items made according to customer specifications or personalized products.

  • Products that cannot be returned for hygiene or safety reasons once opened or used.

  • Gift cards or promotional items where applicable.

If you are unsure whether your item qualifies for return, please contact us before sending it back.

4. Return Shipping

Customers are responsible for arranging the return shipment unless the product received is defective, damaged, incorrect, or different from the ordered item.

Before returning any product, please contact:

Email: info@mooiehome.shop

Our customer service team will provide the correct return instructions.

We recommend using a trackable shipping service when returning products. mooiehome.shop is not responsible for packages lost during return transportation without valid tracking information.

5. Damaged or Incorrect Products

If you receive a damaged product, defective item, or incorrect order, please contact us within 7 days after delivery.

Please provide:

  • Order number

  • Description of the issue

  • Clear photos or videos showing the problem

After reviewing the information, we will provide an appropriate solution, which may include:

  • Replacement of the product

  • Partial refund

  • Full refund

  • Other reasonable solutions depending on the situation

We are committed to resolving such issues as quickly as possible.

6. Refund Process

Once your returned product has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If your return is approved, the refund will be processed using the original payment method.

Refund processing times may vary depending on:

  • Your payment provider

  • Your bank processing time

  • The original payment method used

Please allow additional time for your bank or payment provider to complete the transaction.

7. Refund Amount

Approved refunds generally include the value of the returned products.

Original shipping fees may not be refundable unless:

  • The product was defective.

  • The wrong product was delivered.

  • The return is required due to an error caused by mooiehome.shop.

Any additional costs caused by optional services selected by the customer may not be refundable.

8. Order Cancellation

Customers may request order cancellation before the order has been processed and shipped.

To request cancellation, please contact us as soon as possible:

Email: info@mooiehome.shop

Once an order has entered the shipping process, cancellation may no longer be possible. In this case, customers may use the return procedure described in this policy after receiving the product.

9. Exchanges

Currently, we process returns and refunds rather than direct exchanges.

If you would like a different product, size, or style, please return the original item according to this policy and place a new order separately.

10. Consumer Protection Rights

Nothing in this Return and Refund Policy affects your statutory rights under applicable German and European consumer protection laws.

Customers always retain their legal rights regarding defective products, warranty claims, and statutory withdrawal rights.

11. Contact Information

If you have any questions regarding returns, refunds, cancellations, or your order, please contact our customer service team:

Company Name: mooiehome.shop

Email: info@mooiehome.shop

We are committed to providing fair solutions and ensuring every customer receives professional support.