Last Updated: Aug 11, 2026
This policy explains ordinary returns, nonreturnable merchandise, shipping-damage and defect claims, cancellations, and refunds. It forms part of Moya’s Terms and Conditions and should be read together with our Shipping, Delivery & Local Pickup Policy.
Because vanities, cabinets, sinks, and related fixtures can be heavy and fragile, customers should review this policy before purchasing.
Moya’s accepts requests for eligible ordinary returns, including change-of-mind returns, within seven calendar days after delivery.
To qualify, the merchandise must be:
Unused, uninstalled, unassembled, unaltered, and undamaged
In resalable condition
In its complete original packaging
Accompanied by all components, accessories, instructions, hardware, labels, and included materials
Not customized or identified as final sale before purchase
Email info@moyasdecor.com within the seven-day period and include the customer’s name, order number, delivery date, reason for return, and photographs of the sealed exterior packaging.
If Moya’s authorizes the return, the merchandise must be given to the approved carrier within 14 calendar days after authorization unless Moya’s approves another period in writing. Merchandise returned without authorization may be refused.
Opening packaging solely to inspect an item does not disqualify a damage, defect, incorrect-item, or incomplete-order claim. It may, however, affect eligibility for an ordinary change-of-mind return if the merchandise can no longer be sold as new.
An ordinary return is not available when merchandise:
Was installed, assembled, used, cut, drilled, refinished, altered, or modified
Was damaged after delivery through customer transportation, storage, handling, installation, maintenance, modification, or use
Is missing required packaging, parts, accessories, hardware, or included materials
Was customized or identified as final sale before purchase
Cannot be safely resold as new
A product ordered in the wrong size, color, style, or configuration may qualify for an ordinary return only if all ordinary-return conditions are satisfied. The customer remains responsible for confirming dimensions, compatibility, and suitability before purchase.
These restrictions do not limit remedies for merchandise that arrives damaged, defective, materially incorrect, incomplete, or materially different from its description.
Authorized returns must be sent to the location stated in the return authorization using the method or freight provider approved by Moya’s.
For an ordinary return, the customer is responsible for return-shipping costs, secure packaging, required insurance, and damage occurring during return transportation.
Do not send merchandise to Moya’s business or pickup address unless the return authorization specifically directs you to do so.
When Moya’s requires a return because merchandise arrived damaged, defective, materially incorrect, or incomplete, Moya’s will provide instructions and cover reasonable authorized return-shipping costs.
Eligible ordinary returns are subject to a restocking fee equal to 15% of the merchandise purchase price. The fee will be deducted from the approved refund.
The restocking fee does not apply to an approved claim involving merchandise that arrived damaged, defective, materially incorrect, incomplete, or materially different from its description.
The seven-day return period and 15% restocking fee must also be disclosed conspicuously on product pages or immediately before the customer places an order.
Returned merchandise will be inspected after receipt. If the ordinary return is approved, Moya’s will issue the merchandise refund—less the disclosed 15% restocking fee and any properly nonrefundable original delivery charge—to the original payment method within five to seven business days after inspection and approval.
The customer’s bank or payment provider may require additional time to post the credit.
Moya’s will explain any deduction caused by missing components, undisclosed damage, or failure to comply with the authorized return instructions.
Damage and defect claims are handled separately from ordinary returns. Customers should inspect merchandise promptly and follow the claim procedure described below.
For an approved claim, Moya’s Decor may provide replacement parts, repair assistance, a replacement product, an appropriate price adjustment, or a refund, depending on the circumstances and product availability.
When Moya’s Decor requires merchandise to be returned as part of an approved damage, defect, incorrect-item, or incomplete-order claim, Moya’s Decor will provide return instructions and cover reasonable authorized return-shipping costs.
Do not return, repair, install, alter, or dispose of merchandise involved in a claim without written authorization from Moya’s Decor.
Moya’s Decor does not offer direct product exchanges. An eligible unopened and undamaged item may be returned under this policy, and the customer may place a separate order for another product.
Customers are responsible for reviewing product dimensions and specifications before ordering.
Before placing an order, please confirm:
Product images are provided for reference. Colors, finishes, grain patterns, and other natural or manufactured variations may appear different because of lighting, screen settings, production batches, and material characteristics. Minor variations that do not affect normal use are not necessarily defects.
Contact Moya’s before ordering if you need clarification about a product specification.
Inspect the shipment and exterior packaging before signing the carrier’s delivery receipt.
If visible damage is present:
If the carrier permits it, refuse delivery when the shipment has severe visible damage. Photograph the shipment before refusing it and contact Moya’s promptly.
A signature without a damage notation may make a carrier claim more difficult, but it does not automatically determine whether a valid claim exists.
Inspect the shipment and exterior packaging before accepting the delivery or signing the delivery receipt. Describe visible damage specifically on the receipt, photograph the damage and packaging, and retain all packaging, labels, pallets, and delivery documents.
Open and inspect the merchandise as soon as reasonably possible after delivery and before installation.
Report visible or concealed shipping damage within 24 hours whenever reasonably possible. If damage could not reasonably have been discovered during that period, report it promptly after discovery.
A report submitted after 24 hours is not automatically denied solely because of timing. Moya’s may consider when the damage was discovered, whether it could reasonably have been identified earlier, the available evidence, carrier requirements, product condition, and applicable law.
Do not install, repair, alter, return, or dispose of merchandise involved in a claim without written instructions from Moya’s.
Contact Moya’s promptly if:
Provide photographs of the product, packaging, shipping labels, and the issue being reported.
Normal material variations, minor cosmetic differences, or conditions caused by improper storage, handling, installation, maintenance, or use are not manufacturing defects.
Moya’s will review a properly documented claim based on the reported condition, supporting evidence, carrier information, product condition, product availability, applicable warranty terms, and applicable law.
For an approved claim, the remedy may include:
Replacement parts
Repair assistance or reimbursement authorized in advance
Replacement of the affected product
An agreed price adjustment
A refund when repair or replacement is unavailable or a refund is otherwise appropriate
The remedy will depend on the circumstances and will not unreasonably restrict a remedy required by law.
Do not arrange repairs, dispose of merchandise, return merchandise, or hire someone at Moya’s expense without prior written authorization. Expenses incurred without authorization may not be reimbursed unless applicable law requires otherwise.
Inspect the product completely before beginning installation.
Moya’s is not responsible for damage caused by:
Installation should be completed by an appropriately qualified and insured professional. Installation or alteration may affect the remedies available when the installation prevents Moya’s from determining the original cause of an issue.
Contact Moya’s immediately to request an order cancellation or change.
An order may be canceled without penalty if Moya’s confirms that processing has not begun and no nonrecoverable costs have been incurred.
After processing begins, cancellation or modification may not be available. If Moya’s agrees to a cancellation involving a charge, it will disclose the amount and basis before completing the cancellation. Any charge will be limited to reasonable, documented, nonrecoverable costs that Moya’s is legally permitted to retain.
Orders ordinarily cannot be canceled after shipment. This does not affect rights arising from an unaccepted shipping delay, non-delivery, seller error, nonconforming merchandise, or another legally protected circumstance.
Original shipping or delivery charges are generally not refundable for an ordinary return or discretionary cancellation.
That limitation does not apply when a full refund is required because of non-delivery, an unaccepted shipping delay, seller error, materially incorrect merchandise, or another circumstance covered by applicable law.
Approved refunds will be issued to the original payment method unless another method is required by law or agreed to in writing. Moya’s will initiate the refund within the period stated in this policy or any shorter period required by law.
Local-pickup customers should inspect their merchandise before removing it from the pickup location and report visible damage or discrepancies immediately.
After pickup, customers remain responsible for damage caused during their own transportation, loading, unloading, storage, or installation. Local-pickup merchandise remains covered for verified defects, incorrect merchandise, missing components, and other remedies that cannot legally be excluded.
Email info@moyasdecor.com with the subject:
Order Claim – Order #[ORDER NUMBER]
Include, when applicable and reasonably available:
Customer’s full name
Order number
Delivery or pickup date
Description of the issue and when it was discovered
Photograph of the entire product
Close-up photographs of affected areas
Photographs of the exterior packaging
Photograph of the shipping label
Delivery receipt
Confirmation of whether installation was attempted
Relevant carrier correspondence
Keep the product, packaging, pallet, labels, hardware, and included materials until Moya’s confirms that they are no longer needed.
Missing documentation will not automatically invalidate a claim when the information is unavailable or irrelevant, but it may delay or limit Moya’s ability to investigate. Moya’s will identify any additional information reasonably needed.
Nothing in this policy excludes, restricts, or limits a warranty, remedy, or consumer right that cannot legally be excluded, restricted, or limited.
If this policy conflicts with a mandatory federal, state, or local consumer-protection requirement, the applicable legal requirement controls. Restrictions applying to ordinary returns do not eliminate remedies for damaged, defective, incorrect, incomplete, misdescribed, delayed, or undelivered merchandise.
For questions about this policy, contact:
Moya’s LLC
Email: info@moyasdecor.com
Phone: (877) 395-6050
