Return & Refund Policy
Last updated: 08/10/2025
We want you to love your MOYA experience. If something isn’t right, we’re here to help.
🕒 Returns
We accept returns within 14 days of receiving your order, as per EU consumer protection laws.
To be eligible for a return:
- The item must be unused, unopened, and in its original packaging
- You must request the return within 14 days of receiving the product
- Items must be sent back within 7 days of your return request being approved
📦 Please do not send items back without contacting us first.
🚫 Non-returnable items
For hygiene and safety reasons, we cannot accept returns of:
- Opened or used shower filters
- Products with damaged packaging due to improper opening
- Items returned after the 14-day window
💸 Refunds
Once we receive and inspect your return, we will:
- Notify you by email
- Approve or reject your refund based on item condition
- If approved, refund the full product amount (excluding original shipping) to your original payment method within 5–10 business days
🚚 Return Shipping Costs
- Return shipping is the responsibility of the customer (unless the product was faulty or incorrect)
- We recommend using a tracked service — we are not liable for lost return shipments
❗ Damaged or Incorrect Orders
If your order arrives:
- Damaged
- Defective
- Missing an item
- Or you received the wrong product
Please contact us within 48 hours of delivery with:
- A photo of the issue
- Your order number
We’ll make it right — either by replacing the item or offering a refund, depending on the case.
📬 To start a return
Email us at: contact@moya-care.com
Subject: Return Request – Order #[YourOrderNumber]
Give us clear details about your problem.
We’ll respond within 2–3 business days with next steps.
📍 Return address (once approved)
lauko g. 20a-2, didžioji riešė, vilniaus r., lithuania
Do not return anything without confirmation first.
💡 Need Help?
If you have questions about our return policy, feel free to reach out at contact@moya-care.com
