Return & Refund Policy

Return and Refund Policy

Your experience and satisfaction are of utmost importance to us. Under specific conditions, we provide a 30-day return service for any Moreshelf product.

If you wish to return a product for a refund or exchange, please read the following guidelines:

Requirements:

  1. To cancel an order, request a return, refund, or exchange, please contact us at [support@moreshelf.com] for instructions and assistance. Processing your request takes some time, so we recommend contacting us as soon as possible for timely approval.

  2. If your request is approved before shipping, you can cancel the order for free and request a refund or change the order. In this case, if your order is successfully canceled, you can apply for a full refund. Once the order starts shipping, you will be unable to cancel it.

  3. All items can be returned or exchanged within 30 days from the date of receipt. However, due to our partial free shipping service, when you request a return, we will charge you a return fee based on the actual payment status of the order and the condition of the item. When returning oversized/overweight items, you will be responsible for additional shipping costs. If you request a refund, these return fees and additional shipping costs (if any) will be deducted from the refund amount. If you request an exchange, you need to pay the return fee and additional shipping costs (if any), and return the item to the specified return address before we can deliver the new item to you.

  4. You need to provide some information via email to initiate the return process, including but not limited to: your order number; clear photos of the item if you have unpacked it, for us to determine its condition; photos of the original box with sealed labels intact, showing the item is unassembled, undamaged, resalable, and in the original packaging; the quantity of items you want to return; your explicit request for a refund or exchange; if you request an exchange, specify the color or size you want; and the reason for your return (e.g., dislike the color, size doesn't fit, item damaged during shipping, etc.).

  5. We will estimate the refund amount you can receive and applicable return fee rates, estimate additional shipping costs (if any), approve the return, and specify the return address via email. However, the final refund amount and return fee rates will be determined based on the condition of the returned items after we receive and inspect them. We do not accept any returns without prior approval.

Return Address:

Our main warehouse is located at 850 DOUGLAS HILLS RD 2.LITHIA SPRINGS, GA 30122. However, since different products may ship from different warehouses, please contact us before returning to confirm the designated return address.

*We do not accept returns without prior notice and approval. If you return items without our approval, we may not accept your return, and you will bear the risk of shipping costs incurred due to our refusal to accept returns.

Exceptions where Return Fees are Waived:

If the received items meet the following conditions, you can request a return or refund without paying return fees:

  1. The items are damaged, broken, or soiled upon receipt.
  2. The received items do not match the size or color of the order (non-subjective reasons).

Return Fee Rates and Additional Shipping Costs:

To provide fast and convenient shipping, avoid unexpected costs, responsibly recycle returned items, and provide replacement products, we charge return fees. Usually, shipping costs are included in the return fee, but for oversized items, you will need to pay additional shipping costs. Return fee rates will be determined based on the condition of the order and/or items.

Order/Item Condition Return Fee Rate Additional Shipping Costs (if any)
Order canceled before shipping 0 Oversized/overweight items: If the weight of each package exceeds 150 pounds or the length, width, or height exceeds 106 inches, it is considered oversized/overweight. For oversized/overweight items shipped by less than truckload (LTL), you will need to bear additional fees for overweight/oversized shipping, manual pickup fees, etc. The amount of additional shipping costs will be determined after we receive the returned items.
Order canceled during transit 10% of the actual order payment amount ---
Order rejected due to undamaged external packaging or unopened packaging 15% of the actual order payment amount ---
Opened packaging, but item is unassembled, undamaged, resalable, and original packaging intact 20% of the actual order payment amount ---
Opened packaging, original packaging intact, item unassembled, undamaged, and resalable 25% of the actual order payment amount ---

Non-returnable Items:

We do not accept returns in the following cases:

  1. Insufficient information provided when requesting a return (e.g., lack of proof of purchase).
  2. Items received beyond the 30-day return period.
  3. Items labeled as "non-returnable" or clearance items on the sales page.
  4. Items that have been assembled.
  5. Small cuts, scratches, or damage caused by improper unpacking, installation, cleaning, and reasons other than seller or delivery-related issues.
  6. Cracks caused by random placement of items.
  7. Items containing damage caused by misuse, negligence, intentional actions, and accidents.

Refunds:

Please note that your total refund amount depends on the website's discount. The value of coupon codes will be deducted from the refund. The refund process will begin once the items are returned to the warehouse and undergo inspection.

We can refund the amount back to your original payment method or through another payment platform. Any related return fees and additional shipping costs will be deducted from the refund amount.

For credit card refunds, the refund process will start after the warehouse receives the returned items. The refund date depends on the bank processing cycle, usually taking 10 business days.

For all other refund methods, we may need up to 2 weeks to fully process your return and issue the refund.

To check the refund status, please go to [Account-History Orders] page.

Processing Time:

The following sections describe the processing time required for returns and refunds.

  1. For return and refund requests, we generally respond within 3 business days after receiving your request. The processing time depends on when you can provide sufficient required information. Once enough required information is provided, approval is generally obtained within 3 business days.

  2. For exchanges, the processing time is usually 2-3 business days after receiving the returned item, depending on inventory availability.

  3. For refunds, the processing time is typically within 10 business days after receiving the returned items. However, the actual receipt of the refund into your account depends on the payment method.