Refund policy

Last Updated: April 21, 2026 Effective Date: April 21, 2026

Summary

  • Return window: 30 days from delivery for eligible items.
  • Refund method: Original payment method, in USD.
  • Refund timeframe: 7–10 business days after approval.
  • Return shipping: Paid by Moegoods for defective/incorrect items; paid by customer for change-of-mind returns.
  • Non-returnable: Opened blind boxes, shipped pre-order items (except damage/defect), items marked "Final Sale."
  • Pre-orders: Cancellable before shipment with conditions (see Section 7).
  • Contact: support@moegoods.store

This policy applies to all orders placed on moegoods.store. Your statutory rights under the consumer laws of your country of residence are not affected by this policy. Where local law grants you stronger rights than those stated here, those local rights will apply (see Section 12).

1. Scope and Application

Moegoods is a global online store specializing in authentic, officially licensed anime, manga, and pop-up exclusive merchandise imported from China, Japan and Korea. We ship internationally, with the United States as our primary market.

This policy sets out your rights and our obligations regarding returns and refunds. It applies to all purchases made through moegoods.store unless a specific product page or promotional campaign states otherwise. Any conflicting terms on individual product pages will be displayed prominently before checkout.

2. Return Eligibility

2.1 Eligible Situations

You are entitled to request a return and refund in the following situations:

  • The item arrived damaged, defective, or is materially different from its product description.
  • The item is incorrect (wrong product, wrong variant).
  • Essential parts are missing, making the product unusable.
  • Your pre-order cannot be fulfilled due to manufacturer cancellation (see Section 7).
  • You are exercising a statutory right of withdrawal provided under your local consumer law (see Section 12).

2.2 Non-Eligible Situations

Returns will not be accepted in the following situations:

  • The item shows signs of use, alteration, or tampering.
  • The internal packaging of a blind box product has been opened.
  • The item is a pre-order product that has already shipped, except in cases of damage, defect, or incorrect item.
  • The item is marked "Final Sale" on the product page and at checkout.
  • The return is initiated without prior authorization from Moegoods.
  • The issue is caused by incorrect or incomplete shipping information provided by the customer.
  • The request is submitted after the return window stated in Section 3.

3. Return Window

  • Return requests must be submitted within 30 days from the delivery date, as recorded by the shipping carrier's tracking system.
  • Claims for damaged, defective, or incorrect items must be submitted within 7 days of delivery with supporting evidence (see Section 4).
  • Requests submitted after these windows will be refused, unless a longer period is required by your local consumer law (see Section 12).

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is incorrect, please follow these steps:

  1. Contact support@moegoods.store within 7 days of delivery.
  2. Include the following evidence in your first email:
    • Clear photos or a video of the product issue.
    • Photos of the original packaging, including external damage if any.
    • Photos of the shipping label.
  3. For high-value items or manufacturer-sealed collectibles, we may require an unboxing video showing the sealed package from all sides, the shipping label, and the complete unboxing process.

Once the issue is verified, we will offer either a replacement (subject to stock availability) or a full refund. Return shipping costs for verified cases are covered by Moegoods.

5. Shipping-Related Issues

5.1 Customs Delays

International shipments may be delayed by customs clearance in the destination country. Customs delays are outside our control and are not considered lost shipments.

If tracking remains unchanged for more than 14 consecutive days after the package entered customs, please contact us for assistance.

5.2 Lost Packages

If tracking shows no updates for 7 consecutive days outside of customs processing, or the shipping carrier confirms loss, please contact us with:

  • Screenshots of the tracking status.
  • Any carrier-issued documentation of the loss.

Verified cases are eligible for replacement or full refund.

5.3 "Delivered" Status but Package Not Received

If tracking shows "Delivered" but you did not receive the package:

  1. Check with neighbors, household members, and your local post office or carrier facility.
  2. File a claim with the shipping carrier within 7 days of the "Delivered" status.
  3. Contact us with your carrier case reference number.

Refunds for "delivered but not received" claims require official documentation from the shipping carrier confirming the loss or misdelivery.

5.4 Incorrect Address

We are not responsible for failed deliveries, returned packages, or losses caused by incorrect or incomplete shipping information provided at checkout. Re-shipment to a corrected address will require additional shipping fees paid by the customer.

6. Order Cancellation (In-Stock Items)

Pre-order cancellation rules are covered separately in Section 7.

6.1 Before Shipment

In-stock orders may be cancelled at any time before shipment confirmation for a full refund. Contact support@moegoods.store with your order number.

6.2 After Shipment

Once an order has shipped, cancellation is not guaranteed. If cancellation is approved, the package must be refused at delivery or returned unopened and unused. Refunds are issued after we receive and inspect the returned item. Original and return shipping costs are non-refundable for change-of-mind cancellations after shipment.

7. Pre-Order Items — Return & Refund Terms

Pre-order items are reserved through full payment at the time of order. Because pre-order inventory is allocated in advance based on customer reservations, the following return and refund terms apply specifically to pre-order purchases.

7.1 Cancellation Before Shipment

You may cancel a pre-order before it ships under the following terms:

Cancellation Timing Refund Amount
Within 24 hours of placing the order Full refund
After 24 hours, before shipment Refund less a 10% processing fee

The 10% processing fee offsets non-recoverable payment gateway fees and allocation costs. This fee will not exceed the actual non-recoverable costs incurred by Moegoods.

Cancellation must be requested in writing to support@moegoods.store and is effective only upon our written confirmation.

7.2 After Shipment

Once a pre-order has shipped, change-of-mind cancellations are not accepted. Returns remain available only for damaged, defective, or incorrect items under the terms of Section 4.

7.3 Manufacturer Delays

If the manufacturer announces a delay to the original estimated shipping window stated on the product page at the time of your purchase:

  • For delays of up to 60 days beyond the original estimate: Your order remains active. You may still cancel under the terms of Section 7.1.
  • For delays exceeding 60 days beyond the original estimate: You will be offered a choice between (a) keeping the order active at no additional cost, or (b) receiving a full refund with no processing fee deducted. This offer will be communicated to you by email.

7.4 Manufacturer Cancellation or Discontinuation

If the manufacturer cancels production, or if the source pop-up event is cancelled, and we are unable to fulfill your pre-order, you will receive a full refund to your original payment method with no processing fee deducted. We will notify you by email within 7 business days of confirming that fulfillment is no longer possible.

7.5 Statutory Withdrawal Rights

Pre-order items remain subject to any statutory right of withdrawal that applies to you under your local consumer law, regardless of the terms in this section. See Section 12 for details.

8. Blind Box & Sealed Collectible Items

Blind box products are non-returnable and non-refundable once the internal packaging has been opened, because the contents are revealed upon opening and the item can no longer be resold.

If the outer shipping packaging arrives damaged, or the blind box itself shows tampering before you open the internal packaging, contact us immediately with photographic evidence under Section 4.

Sealed collectible items must be returned in their original, unopened condition to qualify for a return.

9. Return Shipping Costs

Reason for Return Who Pays Return Shipping
Damaged, defective, or incorrect item Moegoods
Pre-order cancelled by manufacturer Not applicable — no return required
Change of mind (eligible items only) Customer
Statutory withdrawal (see Section 12) Customer, unless local law provides otherwise

Original outbound shipping fees are refundable only when the return is caused by our error (damaged, defective, or incorrect item) or where required by local law.

10. Refund Processing

  • Approved refunds are issued to the original payment method used at checkout.
  • All transactions and refunds are settled in USD. Refunds are issued in the original USD amount.
  • Processing timeline: 7–10 business days after approval.
  • Your bank, credit card issuer, or payment provider may take additional time to reflect the refund in your account.
  • Currency conversion differences and foreign transaction fees charged by your bank are outside our control and are not refunded by Moegoods.

11. Payment Disputes and Chargebacks

We are committed to resolving customer concerns directly and fairly. Before filing a chargeback with your bank or a dispute with your payment provider, please contact us at support@moegoods.store. Most issues can be resolved within 1–3 business days.

Filing a chargeback or dispute without prior contact does not waive or replace your rights under this policy or applicable law. However, it may delay resolution. Chargebacks determined to be fraudulent or unwarranted may result in restriction of future orders from the associated account.

12. Regional Consumer Rights

The terms above are our standard commercial policy. Your statutory rights under the consumer laws of your country of residence may grant you stronger protections. Where those rights are stronger, they prevail over this policy.

12.1 United States

In the United States, our shipping practices follow the FTC Mail, Internet, or Telephone Order Merchandise Rule. If we are unable to ship your order within the timeframe stated at the time of purchase (or within 30 days if no timeframe is stated), we will notify you and offer you the choice to consent to a delay or receive a full refund.

State consumer protection laws, including those of California (Song-Beverly Consumer Warranty Act, CLRA), New York (GBL §396), and other states, apply to applicable transactions. Nothing in this policy limits your rights under those laws.

12.2 European Union and European Economic Area

If you are a consumer resident in the EU or EEA, you have a statutory right under the Consumer Rights Directive (2011/83/EU) to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, notify us by email at support@moegoods.store before the 14-day period expires.

Upon valid withdrawal:

  • You must return the goods within 14 days of notifying us.
  • You bear the direct cost of return shipping.
  • We will refund the purchase price, including standard outbound shipping costs, within 14 days of receiving the returned goods or proof of return shipment.

The right of withdrawal does not apply to:

  • Goods made to the customer's specifications or clearly personalized.
  • Sealed goods that are not suitable for return for hygiene or similar reasons once unsealed (this does not apply to standard anime merchandise).

Pre-order items sold with a delivery date more than 30 days from the order date may be treated as a contract with deferred performance; your statutory withdrawal right begins when you receive the goods.

12.3 United Kingdom

If you are a consumer resident in the UK, you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving the goods, on terms equivalent to those described in Section 12.2.

The Consumer Rights Act 2015 additionally entitles you to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose.

12.4 Australia

If you are a consumer resident in Australia, our goods come with guarantees under the Australian Consumer Law that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure is not major.

12.5 Canada

If you are a consumer resident in Canada, provincial consumer protection laws apply, including Quebec's Consumer Protection Act, Ontario's Consumer Protection Act 2002, and equivalent statutes in other provinces. These laws may grant additional rights regarding distance contracts, cancellation, and refunds.

12.6 Other Jurisdictions

If you are resident in a country not listed above, your local consumer protection laws apply to the extent they grant rights stronger than those set out in this policy.

13. General Provisions

  • Condition of returned items: Returned items must be in their original, resalable condition. Items that have been used, damaged by the customer, or are missing components will not be refunded in full.
  • Promotional discounts: Promotional discounts, coupon codes, and post-purchase price adjustments are not separately refundable.
  • Address changes: Address change requests must be submitted in writing within 24 hours of order placement and before shipment. We cannot guarantee changes after this window.
  • Updates to this policy: We may update this policy from time to time. The version in effect at the time of your purchase applies to your order.
  • Governing law: This policy is governed by the laws of the jurisdiction in which Moegoods is legally established, without prejudice to your mandatory statutory rights as a consumer in your country of residence.

Contact Us

For all return, refund, and cancellation requests:

Email: support@moegoods.store Response time: Within 24 hours, Monday through Friday.

Please include your order number in all correspondence.

— Moegoods Customer Support Team