Refund policy
Returns, Exchanges and Defective Products
We want you to be fully satisfied with your Moodgie order. To request a return or exchange, or to report a problem with a product, please contact us at info@moodgie.ca.
Returns and exchanges
We accept return or exchange requests made within 14 days of receiving your order.
To be eligible for a return or exchange, the product must:
- be unused and in its original condition;
- not have been burned, sprayed, opened, or otherwise put into use;
- be returned in its original, intact packaging;
- be accompanied by proof of purchase.
All requests must be approved by Moodgie before the product is returned. Products sent without prior authorization may not be accepted.
Exchanges are subject to product availability.
Change of mind or personal preference
When a return or exchange is requested because of:
- a change of mind;
- a personal fragrance preference;
- an error made by the customer when placing the order;
the customer is entirely responsible for:
- the packaging materials required to safely return the product;
- the cost of return shipping;
- in the case of an exchange, the cost of shipping the replacement item.
The original delivery charges paid when the order was placed are non-refundable.
Moodgie does not provide a prepaid return label for returns or exchanges resulting from a change of mind, personal preference, or customer ordering error.
We recommend using a trackable shipping service and carefully protecting all returned products. Moodgie is not responsible for a return parcel that is lost or damaged while in transit.
Incorrect, damaged, or defective products
If you received the wrong product, if an item arrived damaged, or if it appears to be defective, please contact us as soon as possible at info@moodgie.ca.
To help us assess and resolve the situation, we may request:
- your order number;
- a description of the issue;
- photographs or a short video of the product;
- photographs of the product packaging and shipping box.
When the error was made by Moodgie or the product is confirmed to be damaged, defective, or inconsistent with the order, Moodgie will correct the situation at no cost to the customer.
When the product remains available, Moodgie will ship a replacement product at no additional charge.
If the product is no longer available or a replacement is not appropriate, we will offer another resolution, including a refund where applicable, in accordance with applicable law.
If the product must be returned, Moodgie will provide return instructions and cover the reasonable return-shipping costs. No product should be returned before you receive our instructions.
Products damaged in transit
If the shipping box or any product is damaged upon delivery, please retain:
- the product;
- its original packaging;
- the shipping box;
- all protective packaging materials.
These items may be required to submit a claim to the carrier.
Refunds
When a refund is authorized, it will be processed after the returned product has been received and inspected, unless Moodgie determines that a return is not required.
We will notify you once the product has been inspected and the refund has been approved or declined.
Approved refunds are generally issued through the original payment method. Additional time may be required for the refund to appear on your statement, depending on your financial institution’s processing times.
For a return resulting from a change of mind or personal preference, the original delivery charges and return-shipping costs are non-refundable.
Products ineligible for change-of-mind returns
The following products cannot be returned or exchanged because of a change of mind or personal preference:
- products that have been used, burned, sprayed, or otherwise put into use;
- opened products that can no longer be resold in their original condition;
- incomplete products or products returned without their original packaging;
- products damaged after delivery;
- personalized products;
- gift cards;
- items clearly identified as final sale at the time of purchase.
These exclusions do not limit any rights that may apply when a product is defective, damaged upon delivery, inconsistent with its description, or different from the product ordered.
Fragrance preferences
Fragrance perception may vary from one person to another and according to the environment in which a product is used.
A personal fragrance preference, or the fact that a fragrance does not suit a customer’s individual taste, does not by itself constitute a product defect.
An unused and otherwise eligible product may still be submitted for return within the period set out in this policy. The costs applicable to a change-of-mind return will remain the customer’s responsibility.
Legal warranties
Products sold by Moodgie are covered by all applicable legal warranties, including warranties relating to conformity with their description, fitness for their normal intended use, and freedom from hidden defects.
Nothing in this policy limits any right or remedy that cannot legally be excluded.
Making a request
Before returning a product, please email us at:
Your message should include:
- your name;
- your order number;
- the product concerned;
- the reason for your request;
- photographs where the product is damaged, defective, or inconsistent with the order.
We will reply with the next steps and, where required, the address to which the return must be sent.