Returns & Exchanges

 

Effective Date: 05 January, 2025

At Mooliffy, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your scooter bike or accessory, we offer a hassle-free return and exchange process to ensure you have a smooth experience. Please read our Returns & Exchanges policy below for all the details.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • Unused and Unopened: Items must be unused, undamaged, and in their original, unopened packaging.
  • Return Window: Returns must be requested within [X] days from the date of delivery.
  • Proof of Purchase: A valid proof of purchase (receipt or order confirmation) must be provided.

2. Non-Returnable Items

The following items are not eligible for return:

  • Opened or Used Products: Items that have been used or opened, including scooters, helmets, and protective gear, are not eligible for return unless they are defective.
  • Custom Products: Custom-made or personalized products cannot be returned unless they arrive damaged or defective.
  • Gift Cards: Gift cards and other non-returnable items are excluded from our returns policy.

3. How to Request a Return

To initiate a return:

  1. Contact Us: Reach out to our customer service team at [Insert Contact Information] within the [X] days return window. Please provide your order number, product details, and reason for return.
  2. Return Authorization: After reviewing your request, we will provide you with a Return Authorization (RA) number and instructions on how to send the product back to us.
  3. Prepare the Item for Return: Carefully pack the item in its original packaging to prevent damage during return shipping. Include the RA number and proof of purchase in the package.

4. Return Shipping Costs

  • Customer-Paid Shipping: Unless the return is due to a defective or incorrect item, customers are responsible for the return shipping costs.
  • Damaged or Incorrect Items: If the item you received is damaged, defective, or not as described, we will cover the return shipping costs. Please contact our customer service team to arrange for a prepaid return label.

5. Refunds

Once your return is received and inspected, we will process your refund. The refund will be issued to the original payment method used during purchase. Please note:

  • Refunds may take [X] business days to process, depending on your payment method and financial institution.
  • Shipping costs are non-refundable unless the return is due to our error (e.g., damaged or incorrect item).

6. Exchanges

If you wish to exchange a product for a different size, color, or model:

  • Exchange Process: Contact our customer service team within the return window to request an exchange. If the new item is available, we will process the exchange.
  • Shipping for Exchanges: For exchanges, the customer is responsible for shipping the original product back to us. We will cover the shipping costs for sending the exchanged item back to you.

7. Defective or Damaged Items

If you receive a defective or damaged item:

  1. Contact Us Immediately: Notify us within [X] days of delivery with a description of the damage or defect.
  2. Provide Evidence: Please provide photos or video of the damaged product and packaging, along with your order details.
  3. Resolution: We will either repair or replace the item at no extra cost to you or issue a refund, depending on the situation.

8. Restocking Fees

In certain cases, a restocking fee of [X]% may apply to returns, especially for large or bulky items. This fee will be deducted from the refund amount.