Moxanthellium aims to maintain a clear and transparent process regarding returns and refunds for shoes purchased through our website. This policy explains when a return can be requested, how the return process works, and how refunds or exchanges are handled.
Our return process is designed to ensure that customers receive the correct item in proper condition. If a product arrives with a defect or if the wrong item has been delivered, customers may request a return within the allowed timeframe described below.
This policy applies to orders delivered within Hong Kong.
Moxanthellium provides a 30-day return window for products that meet specific conditions. A return may be requested if:
The return request must be submitted within 30 days from the date of delivery . Requests made after this timeframe may not qualify for return processing.
Items should remain in the condition in which they were delivered. Once a request is reviewed and confirmed, the return process will begin.
Customers are not required to pay any return shipping cost when a return request is approved under the conditions mentioned above.
Moxanthellium does not apply restocking charges for eligible returns.
After confirming the request, our team will arrange a pickup service for the returned item. The pickup time will be coordinated with the customer so that it fits their availability. This approach helps ensure that the process is simple and convenient.
Once the returned item arrives at our facility, it will go through a short validation process. This inspection helps confirm that the returned product matches the return request.
The inspection process usually takes up to 24 hours after the item is received.
After validation is completed, the customer will be contacted to discuss the next step. Depending on product availability and the customer’s preference, either an exchange or a refund may be arranged.
If a customer prefers an exchange and the requested item is available, a replacement will be shipped.
Exchange deliveries follow the same timeframe outlined in the shipping policy : (Link to Shipping Policy)
Exchanges depend on product availability. If the requested item is not available, a refund may be offered instead.
Moxanthellium accepts Cash on Delivery (COD) as the payment method for orders. Because of this, refunds are issued through bank transfer .
Once the returned item has passed inspection and a refund is approved, customers will receive an email requesting their bank transfer details.
After the required details are received:
The refunded amount will match the purchase amount originally paid by the customer.
During the return or refund process, certain personal information may be collected, such as contact details or bank transfer information.
Moxanthellium handles personal information in accordance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong , which regulates how organizations collect, store, and use personal data. Information collected during the return process is used only for completing the request and is handled with appropriate safeguards.
If you have questions regarding a return, exchange, or refund request, you may contact us using the details below:
Company Name: Moxanthellium
Email: support@moxanthellium.com
Our team will review your message and respond within a reasonable timeframe.