Refund and Return Policy

At Moori, we are committed to ensuring your satisfaction with our products. If you’re not completely happy with your purchase, we’re here to help.

GENERAL:

We encourage you to read this policy thoroughly. By purchasing from Moori Malaysia, you confirm your understanding and acceptance of the terms and conditions set forth herein.

a) Applicable to Moori Webstore (www.moori.my) with valid proof of purchase: Order Number and Order Confirmation Email.
b) To ensure a smooth process, please make your return or exchange requests within the specified timeframe. While requests outside this window may not be granted, we encourage you to contact us for any assistance. 

SECTION 1: Returns/Exchanges - Change Of Mind

If you received an item that doesn't quite meet your needs or expectations, we're happy to help you find the perfect one. Here's how our exchange process works:
a) Contact us through care@moori.my within 14 days from the date of purchase to initiate an exchange.
b) Ensure that the product is returned in its original condition, including all packaging and tags. It must remain unopened and unsealed. Upon receipt and inspection of the returned item, we will issue a replacement product of equal value, if requested. (Refer to section 4(b): Fees and Return Method)

*Moori holds the right to deny your request if any items do not conform to the stipulations of this policy.

SECTION 2: Physical Defect/Damaged

If you receive any damaged products, please contact our friendly Customer Care team within 72 hours of delivery. We want to ensure you have a seamless experience, so keep in mind that reports made after 72 hours may not be processed by our Warehouse team. Kindly email us care@moori.my

SECTION 3: Fees and Return Mode

Change of Mind

i. You will be responsible for all associated costs.
ii. A processing fee of RM5 will be applied for each return, in addition to any applicable payment gateway fees. If shipping is required for the exchange, the fees will be RM10 for small parcels and RM15 per carton (additional boxes will incur an extra flat rate of RM8). These fees are non-negotiable.

b) Item Found to Be Faulty or Physically Damaged

i. Moori will cover all associated costs.
ii. You have two options for your refund:

• Receive Moori Store Credit for the full amount paid (non-transferable).

• Request a replacement for the defective product(s) with a value equivalent to the total of the returned defective product(s).

We are dedicated to making your shopping experience enjoyable. If you have any inquiries, concerns, or need support, please contact our friendly customer care team at care@moori.my

Thank you for choosing Moori. We truly appreciate your trust in our products and services, and your satisfaction is our top priority.