Refund policy

This policy applies to all purchases made through getmoewly.com.

1- Right of Withdrawal (EU Law)

  • In accordance with the EU Consumer Rights Directive, customers residing in the European Union have the right to withdraw from their purchase within 14 days of receiving the goods, without providing any reason.

  • Conditions: To exercise this right, the product must be unused, in its original condition, and in its original packaging.

  • Notification: The customer must notify us via support@getmoewly.com within the 14-day period.

  • Shipping Costs: Unless otherwise required by law, return shipping costs are the responsibility of the customer.

2- Defective, Incorrect, or Damaged Items

If you receive an item that is defective, damaged, or incorrect, you may choose between:

  • A free reshipment of the correct product, or

  • A full refund of the amount paid.

  • Evidence: Photo or video evidence is required to validate the claim and must be sent to our support email.

3- Reshipment Policy

We do not offer traditional exchanges for different models or colors. Reshipments are offered only when:

  • The item received is defective, damaged, or incorrect.

  • The original order was confirmed as lost in transit by the carrier.

  • Note: In these specific cases, reshipment is free of charge.

4- Undelivered Orders

  • If an order is not delivered within 30 calendar days from the shipping date, the customer is entitled to a full refund.

  • This does not apply if the delay is caused by the customer (e.g., providing an incorrect address or not picking up the package at a post office).

5- Incorrect Address & Unclaimed Packages

  • Customer Responsibility: If a package is returned to us or lost due to an incorrect/incomplete address provided by the customer, or if the package is "unclaimed," the customer will be responsible for the costs of a new reshipment.

6- Physical Returns

  • To keep our carbon footprint low and simplify the process, in certain cases (such as low-value items or confirmed defects), returning the physical product may not be required. This is evaluated on a case-by-case basis by our support team.

7- Exceptions / Non-Returnable Items

  • For health and hygiene reasons, certain pet products (such as grooming tools, opened treats, or used bedding) cannot be returned once the original packaging has been opened, unless the item is defective.

8- Refund Processing

  • Approved refunds are processed within 7 business days and issued to the original payment method used during checkout. Please note that your bank or credit card company may take additional time to post the refund.