Customer Service Hours
Monday to Friday, from 10:00 AM to 3:00 PM.
RETURN POLICY
You have 14 calendar days from receiving your order to request a return.
To be eligible, items must be returned in perfect, unused condition, with all original packaging (including box and dust bag) and tags attached. We are unable to accept returns that show any signs of wear, damage, or are missing their original packaging.
HOW TO RETURN
1. To initiate a return, please contact us at info@moiandsass.com, including your order number and the reason for the return.
2. Once your request has been reviewed and approved, we will provide you with return authorisation and detailed instructions on how to proceed.
3. Returns must be arranged and shipped by the customer, using a courier of your choice or a trusted provider. Please note that return shipping costs are the responsibility of the customer.
We recommend using a tracked and secure shipping service, as the item remains your responsibility until it reaches our facilities.
Important: Returns sent without prior authorisation will not be accepted or processed.
MOI&SASS reserves the right to refuse returns that do not meet the above conditions. If a return is not accepted, the item will be sent back to you at your expense, and no refund will be issued.
RETURN SHIPPING CHARGES
- Original shipping costs, duties, and taxes are non-refundable.
- Return shipping costs are the responsibility of the customer.
- For international returns, any applicable customs duties or taxes must be covered by the customer.
- Refunds may take up to 7-10 days from the date we receive and approve your return.
- Refunds will be issued to the original payment method, excluding shipping costs.
- You will receive an email confirmation once your refund has been processed.
- Sale items shipped outside the EU are final sale and non-refundable.
- MOI&SASS is not responsible for any import duties or taxes incurred on returns, nor for any loss, theft, or damage during the return shipment.
EXCHANGES
At this time, we do not offer exchanges. If you would like a different item or color, please return your order for a refund and place a new order on our website. Shipping costs for returns are the responsibility of the customer.
DAMAGED OR WRONG ITEMS
If your order arrives damaged or incorrect, please contact us at info@moiandsass.com immediately. We will evaluate the issue and arrange for a replacement or refund. In such cases, MOI&SASS will cover both the shipping and return costs.
SALES
Items purchased during promotions or sales outside of Spain are considered final sale and cannot be exchanged or refunded. As an exception, products purchased withing Spain may be exchanged for a different color or model, subject to availability, but not refundable.
Please note: All shipping costs must be covered by the customer.
PRODUCT COLOURS
We strive to display the colours of our products as accurately as possible. However, due to variations in device displays, we cannot guarantee that the colours will appear exactly the same on all screens. If you have any questions about an item's color, please contact us at info@moiandsass.com before placing your order.