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Return & Exchange Policy

1. Refunds During Pre-Order:

For pre-ordered items, customers are eligible for a refund within 30 days of placing their order.Refunds will be issued to the original payment method used for the purchase. However, please note that during the pre-order phase, returns and exchanges are not supported unless the item is defective or damaged upon receipt.


2. Exchanges:

If you receive a defective or damaged item during the pre-order phase, please contact us within 30 days of receipt to arrange an exchange. We will work with you to ensure you receive a replacement item in a timely manner, subject to product availability.


3. Damaged or Defective Items:

If you receive a damaged or defective item during the pre-order phase, please contact us immediately with photos of the damage or defect. We will work with you to resolve the issue promptly


4. Contact Us:

If you have any questions or concerns about our return and exchange policy during the pre-order phase, or if you need assistance with a return or exchange, please don't hesitate to contact our customer service team at We are here to help ensure that your pre-order experience with MOAI is positive and hassle-free.

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