Refund Policy

1. Overview

This Refund Policy applies to all purchases made through MOOSE FAN APP, a product of Moose Clothing Company. We are committed to providing high-quality merchandise and ensuring customer satisfaction. This policy outlines the circumstances under which refunds may be issued and the process for requesting a refund.

Please read this policy carefully before making a purchase. By making a purchase through MOOSE FAN APP, you agree to this Refund Policy.

2. Eligibility for Refunds

2.1 Valid Refund Reasons

We may issue refunds in the following circumstances:

• Defective Products: Items received with manufacturing defects, damage, or quality issues
• Wrong Items: Products that differ significantly from what was ordered
• Non-Delivery: Orders that were not delivered within the promised timeframe (subject to verification)
• Duplicate Orders: Accidental duplicate charges for the same order
• Cancelled Orders: Orders cancelled before shipment (full refund)

2.2 Non-Refundable Items

The following are generally not eligible for refunds:

• Items returned after the refund period has expired
• Items damaged due to misuse, negligence, or normal wear and tear
• Items returned without original packaging or tags
• Customized or personalized items (unless defective)
• Digital products or services (if applicable)
• Items purchased using vouchers or promotional discounts (voucher value may not be refunded)

3. Refund Timeframe

Refund requests must be submitted within 7 days of receiving your order. For non-delivery cases, you must contact us within 14 days of the expected delivery date.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service through the App or via the contact information provided below
2. Provide your order number and details of the issue
3. Include photographs of the product (if applicable) showing the defect or issue
4. Wait for our team to review your request (typically within 2-3 business days)

4.2 Return of Items

If a return is required, you will receive instructions on where to send the item. Please note:

• Items must be returned in their original condition with tags and packaging
• Return shipping costs may be your responsibility unless the item is defective or wrong
• We recommend using a trackable shipping method for returns
• Refunds will be processed only after we receive and inspect the returned item

5. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Card Payments: Refunds will be credited back to the original card used for payment. This may take 5-10 business days to appear in your account.
• Cash on Delivery (COD): For COD orders, refunds will be processed via bank transfer or other agreed-upon method. You will need to provide your bank account details.

If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

6. Partial Refunds

In certain circumstances, we may issue partial refunds:

• If only part of your order is defective or incorrect
• If items are returned in used or damaged condition (beyond normal inspection)
• If you choose to keep part of your order
• For orders where shipping costs are non-refundable

7. Order Cancellations

You may cancel your order before it is shipped. Once an order is shipped, it cannot be cancelled, but you may be eligible for a return and refund as per this policy.

Cancellation Timeframe: Orders can typically be cancelled within 24 hours of placement, provided they have not yet been processed for shipment. Contact us immediately if you need to cancel an order.

8. Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or item, please:

1. Return the original item for a refund (following the refund process)
2. Place a new order for the desired item

We are working on implementing an exchange feature for future updates.

9. Vouchers and Promotional Discounts

If you used a voucher or promotional discount on your order:

• The refund amount will be calculated based on the actual amount paid
• Voucher value may not be refunded if the voucher has expired or was part of a limited promotion
• Used vouchers cannot be reactivated
• If a refund is issued, you may receive store credit instead of a cash refund for the voucher portion

10. Shipping Costs

Shipping costs are generally non-refundable unless:

• You received a wrong or defective item
• The order was cancelled before shipment
• We made an error in processing your order

Return shipping costs are typically the customer's responsibility, except in cases of defective or incorrect items.

11. Dispute Resolution

If you are not satisfied with our refund decision, you may:

• Request a review of your case by providing additional information or documentation
• Contact our customer service team for further assistance
• Escalate the matter through the contact channels provided below

We are committed to resolving all disputes fairly and promptly.

12. Changes to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of MOOSE FAN APP after changes are posted constitutes acceptance of the updated policy. We encourage you to review this policy periodically.

13. Contact Us