Refund Policy

Thank you for shopping at mossvie. We offer a 30-day return window starting on the date you receive your order.

Legal Entity: Shenzhen Hangfengluo Network Technology Co., Ltd.
Business Address: Unit 1708, Entrance 5, Building 1, Exhibition Bay East City Plaza, Zhancheng Community, Fuhai Subdistrict, Bao'an District, Shenzhen (Qianhai Cooperation Zone)
Return Receiving Address： Unit 1708, Entrance 5, Building 1, Exhibition Bay East City Plaza, Zhancheng Community, Fuhai Subdistrict, Bao'an District, Shenzhen (Qianhai Cooperation Zone)
Contact Phone:17015220035
Email: service@mossvie.com
Customer Service Working Hours: Monday to Friday, 9:00 AM - 5:00 PM (GMT+8, China Standard Time)

Return Eligibility

To be eligible for a return, items must be unused, unaltered and kept in original resalable condition. All original packaging, tags, labels and included accessories must be returned together with the product. We reserve the right to reject returns if the original packaging is damaged or incomplete. You are required to provide your order number and proof of purchase (order confirmation email or order screenshot) when submitting a return request.

Non-Returnable Items

The following products are non-returnable: Custom-made or personalised goods Hygiene-sensitive items Clearance and final-sale products Items damaged due to customer misuse, improper assembly or self-modification

How to Submit a Return or Exchange Request

Please email our customer support within the 30-day return window after receipt of your goods. Your email should include your order number, clear photos of the product and packaging, as well as a brief explanation for your return.

Our team will review your request and issue official return authorisation.

Important: Even though our return receiving address is listed above, do NOT ship your items back before receiving our written return approval. Unauthorised returns may be refused and will not be processed.

After approval, securely repack your items following our guidance and send the parcel to the above return receiving address. Once we receive and inspect your returned package at our return facility, we will notify you of the inspection result and arrange your refund or exchange accordingly.

Return-Shipping Fee Responsibility

Change-of-mind returns (customer preference): You shall bear all return shipping costs. The original outbound shipping fee is non-refundable.

Defective items, damaged goods on arrival or incorrectly shipped orders (our fault): mossvie (operated by Shenzhen Hangfengluo Network Technology Co., Ltd.) will cover qualified return shipping costs. Photo evidence showing defects, damage or wrong items is mandatory.

Refund Processing Timeline

Once your returned item passes inspection at our return facility and your refund is approved, funds will be refunded to your original payment method. Please allow 5–10 business days for your bank or payment provider to complete the refund posting. We are not liable for any processing delays from third-party payment institutions.

Order Cancellation

Full-refund order cancellation is available only before dispatch or production completion. Once your order has been shipped, cancellation cannot be processed. You may submit a return request after receiving the parcel subject to this return policy.