Refund policy

Last updated: August 14, 2026

At Moffy, we carefully inspect products before dispatch and pack orders to help ensure they reach you in good condition. This Refund Policy explains when cancellations, replacements, returns or refunds may be available and how to raise a claim.

1. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible after placing it.

Cancellation requests can only be accepted if the order has not already been packed, processed for shipment or handed over to the courier partner.

Once an order has been shipped, it cannot normally be cancelled.

If an eligible prepaid order is successfully cancelled, the refund will be initiated to the original payment method.

2. Eligible Reasons for Replacement or Refund

You may contact us for assistance if:

The product received is damaged or broken on delivery
You receive an incorrect product or incorrect variant
An item is missing from your order
The product has a manufacturing defect that materially affects its normal use

All claims are subject to verification based on the information and evidence provided.

3. Reporting Time

Any claim relating to a damaged, defective, missing or incorrect item must be reported to us within 48 hours of delivery.

Claims submitted after this period may not be eligible for replacement or refund, unless otherwise required under applicable law.

4. Unboxing Video and Supporting Evidence

To help us verify claims relating to transit damage, missing items or incorrect products, we strongly recommend recording a continuous unboxing video when opening your parcel.

Where available, the video should clearly show:

The sealed outer package before opening
The shipping label or AWB details
The complete opening of the parcel
The product and the issue being reported

Please also provide clear photographs of the product, outer packaging and shipping label where relevant.

Edited, incomplete or unclear evidence may make it difficult for us to verify a claim. We may request additional information where reasonably necessary.

5. Non-Eligible Return or Refund Requests

Unless required by applicable law, we generally do not accept returns or refunds for:

Change of mind after receiving the product
Personal preference regarding colour, style, size or appearance where the correct item was supplied
Minor colour differences caused by screen settings, lighting or photography
Normal minor manufacturing or material variations that do not affect product use
Damage caused after delivery due to misuse, accidental damage or improper handling
Products that have been materially altered, misused or damaged by the customer

6. Return to Origin (RTO) Orders

If an order is returned to us because of an incorrect or incomplete address, an unreachable phone number, repeated customer unavailability or refusal of delivery, it will not automatically qualify for a refund.

Any re-shipment or refund request for such an order will be reviewed based on the circumstances. Applicable shipping or re-shipping charges, if any, may be deducted or communicated before further shipment.

For more information about failed delivery and RTO shipments, please review our Shipping Policy.

7. How to Raise a Claim

To request a replacement or refund review, please contact us within the applicable reporting period.

Please provide:

Your Order ID
Your registered email address or phone number
A brief description of the issue
Clear photographs of the product and packaging
An unboxing video, where available and relevant to the claim

You can contact us at:

Email: support@moffy.in
Phone: +91 90266 21011

8. Claim Review

Once we receive the required information, we will review the claim and may contact you if additional details are required.

We aim to review complete claims as quickly as reasonably possible. The time required may vary depending on the nature of the issue and any courier or payment verification required.

9. Replacement

Where a claim is approved and a replacement is appropriate, we may provide a replacement of the same product or variant, subject to availability.

For an approved claim caused by a damaged, defective, missing or incorrectly supplied product, the customer will not be charged additional shipping for the replacement.

10. Refunds

Where a refund is approved, we will initiate the refund to the original payment method used for the order, unless another method is required or agreed in exceptional circumstances.

After a refund is initiated, the time taken for the amount to appear in your account depends on the payment provider, bank and payment method. Refunds may generally take several working days to reflect after initiation.

We will not ask you to share sensitive information such as your card PIN, CVV, UPI PIN or online banking password in order to process a refund.

11. Out-of-Stock Replacement Items

If an approved replacement item is unavailable, we may offer an appropriate alternative, store credit or a refund, depending on the circumstances and subject to your agreement where applicable.

12. Refunds for Cancelled or Undeliverable Orders

If Moffy cancels a prepaid order because the product is unavailable, the delivery location cannot be serviced, or for another reason attributable to us, the applicable amount paid will be refunded to the original payment method.

13. Refund Status

If you have been informed that a refund has been initiated but the amount has not appeared within the expected banking or payment-provider timeframe, please contact us with your Order ID and payment details so we can assist you.

14. Contact for Refund and Return Support

For cancellation, replacement, return or refund-related assistance: