Política de reembolso

RETURN POLICY

We offer exchanges within 14 days of receiving your order, upon presentation of the proof of purchase. The credit amount will equal the product value minus shipping costs. Items must be returned in perfect condition, with no damage to the product or original packaging.

Please note: MOZE does not offer refunds or exchanges for incorrect sizing or change of mind, including custom-made products, non-stock items, or pre-produced items. Refunds or exchanges will only be issued if the item is faulty due to our error. If you receive a defective item, please contact us at contact@moze.dog within 7 days of receiving your order.

Sale items are not eligible for return or exchange.

Eligibility for Returns

To be eligible for a return, the item must be in the same condition as received: unused, unworn, with tags attached, and in its original packaging. Proof of purchase is required.
We do not offer refunds for change of mind, incorrect sizing, or personal preference. Refunds are only issued if the item is defective due to our error.

Return Shipping Costs

Return shipping costs are the responsibility of the customer. Items returned without prior authorization will not be accepted. We recommend using registered mail or a trackable courier service, as MOZE is not responsible for lost return shipments.

For any return-related inquiries, please contact contact@moze.dog

How to Start a Return

To initiate a return, please contact us at contact@moze.dog
Returns must be sent to the following address:

Rua Infante Dom Henrique, 94, Apt 310
Carcavelos – Cascais
2775-584
Portugal

Damages and Issues

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately so we can resolve the issue.

Exceptions / Non-Returnable Items

Certain items are not eligible for return, including custom-made products (such as special orders or personalized items). If you have questions about a specific item, please contact us.
Unfortunately, we do not accept returns on sale items or gift cards.

Exchanges

To exchange an item, we recommend returning the product for store credit and placing a new order for the desired item.

Refunds (when applicable)

Once we receive and inspect your return, we will notify you if your refund has been approved. If approved, the refund will be issued minus the original shipping costs. 

Please note that it may take some time for your bank or credit card company to process the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at contact@moze.dog