Refund policy

Last updated: August 7, 2026

At Moffy (operated under our legal entity NOVA COMMERCE SOLUTIONS), every item goes through strict quality control checks before being dispatched. Because our keychains and accessories are delicate and curated items, we follow a strict and fair Refund and Return Policy to ensure absolute transparency and prevent fraudulent claims.

1. Mandatory Mandatory Unboxing Video Requirement

To protect against transit damage, missing items, or wrong deliveries, a continuous, unedited unboxing video is MANDATORY for any claim to be processed.

  • The video must clearly show the outer package label/AWB shipping bill before opening.
  • The video must clearly capture the entire process of opening the sealed package and inspecting the item.
  • Cuts, pauses, edits, or post-opening recorded videos will NOT be accepted under any circumstances.

2. Eligible Reasons for Returns / Replacements

We only accept replacement requests under the following strictly verified conditions:

  • Product received is physically damaged or broken upon delivery.
  • Incorrect item or wrong color variant was sent by mistake.
  • Item has manufacturing defects that impair its primary function.

3. Non-Returnable / Non-Refundable Scenarios

To avoid misuse and logistics costs, we do NOT offer returns or refunds in the following cases:

  • Change of Mind: Requests like "I didn't like the product," "Color looks slightly different on my phone screen," or "I no longer need it."
  • Claims submitted after 48 hours from the time of delivery.
  • Items damaged due to customer misuse, improper handling, or accidental dropping after receipt.
  • Minor color or texture variations that naturally occur during digital display or manufacturing.
  • Orders returned back to us due to incorrect address, wrong phone number, or repeated customer unavailability.

4. Claim Process & 48-Hour Reporting Window

If you receive a defective or damaged product, you must report it to us within 48 hours of delivery by following these steps:

  1. Email us at support@moffy.in with your Order ID.
  2. Attach the mandatory Unboxing Video along with clear photos of the defect and outer packaging.
  3. Our verification team will review the claim within 24–48 hours.

5. Replacement / Refund Resolutions

  • Free Replacement (First Preference): Once approved, we will ship a brand-new replacement item to your address at zero extra cost to you.
  • Store Credit / Gift Card: If the exact item is out of stock, we will issue Store Credit of equal value, valid for 1 year across our store.
  • Monetary Refunds: Direct bank/original payment refunds are strictly reserved for situations where a replacement or store credit cannot be fulfilled. Approved monetary refunds will be processed within 5–7 business days back to the original source payment method.

6. Order Cancellations

Orders can only be cancelled within 2 hours of placing them, provided they have not yet been packed or dispatched. Once dispatched, orders cannot be cancelled under any circumstances.

7. Contact Us for Returns Support

For any return or replacement claims, reach out to our support desk:

Email: support@moffy.in

Trading Entity: NOVA COMMERCE SOLUTIONS

Brand Name: Moffy

Address: 11/35 Alpyne City Phase 2, Akrampur, Unnao, UP - 209801, India

Phone Number: ____________________ (To be updated)

GST / Business Registration: ____________________ (To be updated)