Return policy

Last Updated: September 24, 2026

At Molteza, we are committed to making returns and exchanges as clear, fair, and convenient as possible. This Return Policy is designed to provide complete information about eligibility, timelines, and a step-by-step returns process. Please read carefully and follow the return steps below to ensure a smooth experience.

1. Summary of Key Terms

• Return window: 30 days from delivery date for most items.
• Condition: Items must be unused, unworn, unwashed, with all original tags, labels, and packaging.
• Defective or wrong items: Report within 7 days of delivery for expedited support.
• Refund method: Original payment method (unless otherwise requested/required). Processing after inspection typically takes within 7–10 business days.

2. Before You Start — Check Eligibility

1. Confirm the item was delivered within the last 30 days.
2. Ensure the item is in original condition with tags and packaging intact.
3. Locate your order number and proof of purchase (order confirmation email or packing slip).

3. How to Initiate a Return — Step-by-Step

Follow these steps precisely to avoid delays or rejection of your return:

Step 1 — Contact Customer Service
Email: support@molteza.com
Phone: +86 17673793355

Address: Room 216, 2nd Floor, Liangji Building, Donghuan 1st Road, Fukang Community, Longhua Subdistrict, Longhua District, Shenzhen
(Note: This is not the return address. Please get in touch with customer service to obtain the return address.)

Provide: Order number, item(s) you want to return, reason for return, preferred resolution (refund or exchange), and photos if the item is damaged/defective.

Step 2 — Receive Return Authorization (RMA) and Instructions
Once we review your request, our team will reply with either:

• An approved Return Merchandise Authorization (RMA) number and step-by-step return instructions (return address, etc.).
• A rejection explaining why the item is not eligible (e.g., outside the return window, improperly used).
  Returns sent without an RMA may be delayed or refused.

Step 3 — Prepare the Package

• Repack the item securely in original packaging (include the product box/bag and all tags).
• Include a copy of your packing slip or a written note with your order number and RMA number clearly displayed.

Step 4 — Choose Shipping Method

• Customers are responsible for return shipping unless the return is due to our error (defective, damaged, or wrong item).
• We strongly recommend using a trackable shipping service and purchasing shipping insurance. Molteza is not responsible for returns lost or damaged in transit.

Step 5 — Ship and Share Tracking Information
After shipping, email your tracking number to support@molteza.com with your order number and RMA. This lets us monitor transit and prepare for inspection upon arrival.

Step 6 — Inspection and Processing

• When we receive your return, our warehouse will inspect the item to confirm eligibility (typically within 3–7 business days).
• You will receive an email notification confirming whether the return is approved or denied. If denied, we will explain the reason and, if applicable, options for return of the item to you at your cost.

Step 7 — Refund or Exchange Fulfillment

• Refunds: Approved refunds are issued to the original payment method within 7–10 business days after approval. Bank/processor posting times may vary. Shipping fees, duties, and taxes are non-refundable unless the return is due to our error.
• Exchanges: If you requested an exchange and the replacement item is available, we will ship it after the returned item is approved. If the replacement is out of stock, we will process a refund. For faster service, some customers prefer to place a new order and return the original item for a refund.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or not what you ordered:

1. Contact support@molteza.com within 7 days of delivery and include clear photos, order number, and a brief description.
2. We will evaluate and, if confirmed, provide a prepaid return label or arrange pickup, then either:
   • Send a replacement at no charge.
   • Issue a full refund (including original shipping and any duties paid).
     We may request additional information to process claims with carriers or manufacturers.

5. Cancellations

• Orders can be canceled within 24 hours of placement if they have not shipped. Email support@molteza.com immediately with your order number and request.
• If an order has already shipped, it cannot be canceled; please follow the return process after receiving the item.

6. International Returns

• International customers may return items following the same process; however, customers are responsible for return shipping costs, customs duties, and taxes.
• Mark the package as “Returned Goods” to reduce the chance of import duties on the return. Duties and taxes paid at import are generally non-refundable by customs; Molteza cannot refund third-party customs fees.
• Processing and transit times will be longer for international returns.

7. Lost Returns and Unclaimed Packages

• If a return is lost in transit, we will work with the carrier to locate it; if uninsured and untraceable, Molteza may require proof of shipment or may not be able to issue a refund.
• Unclaimed returns (packages returned to sender without RMA or refused deliveries) may incur a refund hold or a deduction for return shipping; contact customer service to resolve.

8. Contact for Returns

For any questions, to start a return, or to check return status:
Email: support@molteza.com
Phone: +86 17673793355

9. Changes to Return Policy

Molteza may update this Return Policy occasionally to reflect operational changes or legal requirements. The “Last Updated” date at the top reflects the most recent revision. We encourage customers to review the policy before making a purchase.

We appreciate your trust in Molteza. Our customer service team is dedicated to resolving return and exchange requests quickly and fairly, and to ensuring you are satisfied with every purchase.