Refund policy

Last updated: November 6, 2026

We sell wholesale goods that are ordered for you from our warehouses. For that reason, all sales are final. We do not accept returns or exchanges, and paid orders cannot be cancelled or changed. If something goes wrong with your order, we will review it through the claims process below.

What you can claim for

Items that arrive damaged.
Items that are already expired when they arrive.
Items that are different from what you ordered, based on the barcode (GTIN).
Items that are missing from your shipment.
Shipments that are lost in transit or delivered to the wrong address.

What we cannot refund

A change of mind, or goods you were unable to resell.
A marketplace or sales channel not allowing you to list an item.
An item that differs from what you expected because the barcode (GTIN) was not checked before ordering. Product images are for reference only, and packaging can vary.
Quantity misunderstandings. Unless a listing says it is a multipack, the price is for one unit.
Loss or delay caused by an incorrect address entered at checkout or by nobody being available to receive the delivery.

Deadlines

Delivered orders: contact us within 5 business days after delivery. Tracking is used to confirm the delivery date. If your order arrives in several shipments, the deadline applies to each shipment.
Orders that have not arrived: contact us if your order has not arrived 15 business days after you placed it, or sooner if tracking shows a problem.

We cannot accept claims made after these deadlines.

What to send us

Email info@moogco.com with your order number and the items below. Please keep the goods and all packaging until your claim is closed. We may close a claim if we do not receive the evidence we need to review it.

Damaged items: photos of the outside of the box showing the damage, the inside of the box showing how the items were packed, each shipping label with the tracking number readable, all affected items together outside the box, and a readable barcode. If the damage was visible at delivery, ask the carrier to note it and send us that proof of delivery.
Expired items: clear photos showing the expiration date or batch details and the barcode, all affected items together, and a list of barcodes and quantities.
Wrong items: each shipping label, all affected items together, front and back photos of one item, a readable barcode, and a list of the wrong barcodes and quantities.
Missing items: a photo of the outside of the box, the shipping label, the packing list if one was included, and a list of the missing barcodes.
Lost shipments: your tracking number, the correct delivery address, and a list of the items not received if only part of the order is missing.

How we resolve claims

Item cannot be used or resold, for example broken containers, leaks, contamination or severe crushing: full refund for the affected units.
Item is still usable, for example a dented box or torn outer packaging: partial refund based on how much the product is affected.
Expired, wrong or missing items, and confirmed lost shipments: refund for the affected units.

We decide each claim after reviewing the evidence and may ask for more information. Refunds cover the amount you paid for the affected units, including any sales tax charged on them.

How refunds are paid

Approved refunds go back to your original payment method within 5 business days of approval. Your bank may take longer to show the funds.

Sending goods back

Please do not send anything back without our written approval. We may ask you to return items before we refund them. If we do, we will arrange the return at our cost. Goods sent back without approval will not be refunded.

Items we cannot supply

Stock changes quickly. If an item in your order turns out to be unavailable, we will ship what we can and refund the rest. If nothing in your order can be supplied, we will cancel it and refund it in full. You are never charged for goods that do not ship.