Return and exchange policy
Welcome to Morivanta (Hereinafter Referred To As "We") online store. This Return And Exchange Policy is designed to clearly explain the conditions, procedures, and responsibilities related to returns and exchanges after product delivery, so that you can understand the process with transparency and confidence.
1. Return And Exchange Validity Period
You may submit a return or exchange request within 30 days from the date the product is signed for and received. Requests submitted beyond this period will not be accepted.
2. Conditions Eligible For Return Or Exchange
During the validity period, a return or exchange request may be submitted under any of the following circumstances.
- Visible appearance issues with the product.
- Quality related issues affecting normal use.
- Unusual odor or significant color differences.
- The product received does not match the order information.
- Return or exchange without a specific reason, provided the product remains in reasonable condition.
3. Return Process
To request a return, please complete the steps outlined below.
- Contact us via email or customer service phone to submit a return request, and provide the order number, payment confirmation, reason for return or exchange, along with relevant photos or videos.
- Our customer service team will review your request promptly. If approved, you will be notified using your contact details and provided with the designated return address.
- Please send the product back to the specified return address and wait for us to receive the item.
- After the product is received, we will inspect it promptly. If the inspection confirms the reported issue, a refund will be arranged without delay.
4. Exchange Process
If you wish to request an exchange, please follow the steps below.
- Contact us via email or customer service phone to submit an exchange request, and provide the order number, payment confirmation, reason for return or exchange, along with relevant photos or videos.
- Our customer service team will review and process your request. If approved, you will be informed and provided with the designated return address.
- Please return the product to the specified return address and wait for us to receive it.
- Once inspection is completed and the issue is confirmed, a replacement product will be shipped to your address within 1 to 3 business days.
5. Refund Process
Refunds are processed in accordance with the following terms.
- Refund method: Refunds will be returned to the original bank card used for payment, including Visa and MasterCard.
- Refund timing: Depending on the processing efficiency of the card issuing institution, refunds are expected to be credited within 1 to 5 business days.
- If the refund is not received within the expected timeframe, please contact us for further assistance.
6. Cost Responsibility
The allocation of shipping costs for returns and exchanges is outlined below.
- If the return or exchange is due to appearance issues, quality issues, unusual odor, significant color differences, or receiving an incorrect product, the shipping costs will be covered by us.
- If the return or exchange is requested without a specific reason, the related shipping costs will be borne by you.
7. Responsibility Statement
Please ensure that returned products are kept in reasonable condition and include all original accessories. If a return or exchange cannot be completed due to improper packaging or reasons unrelated to the product itself, the matter will be handled based on the actual situation.
8. Return Label
A return label is included inside the package. Please follow the provided instructions when returning the product to help ensure a smooth and efficient return process.
9. Contact Information
If you have any questions regarding this Return And Exchange Policy or the application process, you are welcome to contact us using the information below.
Contact Address: 4507 Huntington Lane, San Jose, CA 95136, United States
Customer Service Phone: +1 (213) 342-7463
Customer Service Email: solutions@morivanta.com
Online Hours: Monday To Friday, 9:00 To 12:30 And 14:00 To 18:00(Europe/London, GMT/BST)