Returns & Damage Policy

MOYA’S RETURN, DAMAGE & REFUND POLICY

At Moya’s, every piece is carefully crafted using premium materials; due to the nature of these materials and the logistics involved in shipping heavy and fragile products, please review this policy carefully before purchasing.

All vanity and sink sales are final, and we do not accept returns or exchanges for buyer’s remorse, incorrect measurements, or change of mind. Moya’s does not accept returns or refunds for any package that has been opened, unsealed, altered, or tampered with by the buyer.

Customers are solely responsible for confirming measurements, plumbing compatibility, and installation requirements before placing an order, and by placing this order you expressly acknowledge and agree to be bound by this Returns & Damage Policy and our Terms & Conditions.

All shipments must be inspected immediately upon delivery; upon delivery you must inspect packaging for visible damage before signing for the shipment. If damage is visible, you must note the damage clearly on the delivery receipt and take photos immediately; you must also open and inspect the product within 24 hours of delivery. Failure to inspect and report damage within this timeframe may void your claim.

If your product arrives damaged due to shipping, you must notify Moya’s within 24 hours of delivery and provide clear photos of the damaged product, photos of the packaging, and a copy of the signed delivery receipt showing the damage notation. Once verified, we will repair, replace the damaged part, or replace the unit, at our discretion, based on inventory availability; however, refunds are not issued for shipping damage once a replacement is provided. Shipping damage claims submitted after 24 hours will not be eligible for replacement or reimbursement.

Moya’s is not responsible for damage caused by improper installation; we strongly recommend installation by a licensed professional plumber or contractor and full compliance with all local building and plumbing codes. Any damage resulting from improper installation voids all replacement eligibility.

Refunds are issued only if the product is confirmed as defective from the facility, the issue is reported within 24 hours of delivery, no installation has been attempted, and the product remains in original packaging and unopened; if approved, refunds are issued to the original payment method, and shipping costs are non-refundable.

If a product qualifies for replacement, Moya’s will provide a replacement part or a replacement unit, based on availability; lead times for replacement may vary based on inventory, production schedules, and shipping timelines.

Orders cannot be canceled once shipped; orders canceled before shipment may be subject to processing fees, merchant transaction fees, and material preparation fees.

All local pickup orders are final sale; products must be inspected at the time of pickup, and once removed from our facility all responsibility transfers to the buyer.

To file a damage or defect claim, you must email info@moyasdecor.com and include your order number, full name, photos of the product, packaging, and damage, and the delivery receipt if applicable; claims submitted without required documentation cannot be processed.