Refund policy

 

At Moséna New York, we take pride in the craftsmanship and quality of our products. If you are not completely satisfied with your purchase, we offer a return and refund process to ensure a seamless experience. Please review the policy below to determine if your item is eligible for a return, exchange, or refund.

Return Window

We accept returns within 30 days of the delivery date. Items must be in their original condition, unused, and in their original packaging, including dust bags and tags. A $15 return shipping fee will be applied to all returns/exchanges, except for those opting for store credit, where the fee is waived.

Items Eligible for Returns

  • Items must be unworn, undamaged, and in original condition.
  • Defective or incorrect items (e.g., wrong size, color, or style received).
  • Items returned due to a change of mind.
  • Items returned within the 30-day return window.

Items Not Eligible for Returns, Refunds, or Exchanges

  • All FINAL SALE items.
  • Items that show signs of wear, damage, or alteration.
  • Items without their original packaging, dust bags, or tags.
  • Gift cards and all store credits.

Return Process

All returns must be initiated directly through our online portal:

  1. Log in to Your Account: Visit your profile and log in to your account to access your order history.  All you need is your email and a code will be sent to you.
  2. Initiate Return: Select the order you wish to return and follow the prompts to initiate a return. You'll be guided through the process, including selecting the reason for your return and confirming your eligibility.
  3. Shipping Instructions: You will receive instructions on how to ship your item back to us. Please return the item in its original packaging to ensure it arrives in good condition.
  4. Return Approval: Once we receive and inspect the item, we will process your return within 2-3 business days.

Return Shipping Fee: A $15 return shipping fee will be deducted from your refundable amount unless the item is defective or incorrect.

Refund Process

  • Approved Returns: Once your return is approved, refunds will be processed back to the original payment method or issued as store credit, depending on the return type.
  • The $15 return shipping fee will be deducted from refunds unless the item is defective or incorrect.
  • Shipping fees are non-refundable.
  • Non-Compliance: If the item does not meet the return criteria, Moséna New York reserves the right to deny the return and have the item re-shipped to you.

Exchange Process

We do offer exchanges for eligible items. If you would like to exchange an item:

  • We offer exchanges for eligible items. To initiate an exchange, email us at hello@mosenanewyork.com with your order number and details of the item you wish to exchange.
  • Customers are responsible for a $15 return shipping fee for exchanges.
  • Once we receive the returned item and approve the exchange, we will process and ship the replacement within 1-2 business days.

For further assistance, please contact us at hello@mosenanewyork.com. We appreciate your support and look forward to ensuring you have a memorable experience with Moséna New York.