Return and Refund Policy

At Moudier, we want our customers to feel confident when shopping with us. If you are not satisfied with your purchase, you may request a return in accordance with the conditions described below.

30-Day Return Period

You may request a return within 30 calendar days from the date your order is delivered.

To be eligible for a return, the product must:

• Be unused and in the same condition in which it was received;

• include its original packaging, labels, accessories, manuals, and components;

• show no signs of wear, washing, alteration, misuse, or damage caused after delivery; and

• be accompanied by proof of purchase or the corresponding order number.

Products returned without prior authorization may not be accepted.

How to Request a Return

To begin a return, contact us at support@moudier.com and include:

• Your full name;

• your order number;

• the product you wish to return;

• the reason for the return; and

• photographs or videos when the product is damaged, defective, incomplete, or incorrect.

Our customer support team will review your request and provide return instructions, including the designated return address.

Do not return products to our registered business address unless our customer support team specifically instructs you to do so. Returns sent without authorization or to an incorrect address may not be received or processed.

Change-of-Mind Returns

Returns requested because the customer changed their mind, selected the wrong size or color, or no longer wants the product may be accepted within the 30-day return period, provided that the product meets all eligibility conditions.

For change-of-mind returns:

• The customer is responsible for the return shipping cost;

• original shipping charges, including express shipping fees, are non-refundable;

• the customer is responsible for choosing a trackable shipping service; and

• Moudier is not responsible for returns lost or damaged while being shipped back by the customer.

No restocking fee is charged.

Damaged, Defective, Incomplete, or Incorrect Products

Please inspect your order as soon as it arrives.

Contact us at support@moudier.com as soon as possible if:

• The product arrives damaged;

• the product has a manufacturing defect;

• an item or component is missing;

• you receive a different product, size, or color from the one ordered; or

• the package arrives visibly damaged.

Please provide clear photographs or videos showing:

• The product and the reported issue;

• the complete package;

• the shipping label; and

• any damaged packaging or missing components.

When the issue is confirmed as our error or as a verified product defect, Moudier may offer, depending on the circumstances:

• A replacement;

• a replacement component;

• a full or partial refund; or

• another appropriate resolution.

Moudier will cover reasonable return shipping costs when we require the return of a verified damaged, defective, incomplete, or incorrect product.

Do not discard the product or packaging until the case has been reviewed.

Non-Returnable Products

The following products cannot normally be returned unless they arrive damaged, defective, incomplete, or incorrect:

• Personalized or customized products;

• gift cards;

• products that have been used, washed, worn, altered, or damaged after delivery;

• products missing their original packaging, labels, accessories, or components;

• products that cannot be returned for hygiene or safety reasons after being opened or used; and

• products expressly identified as non-returnable before purchase, where permitted by applicable law.

Sale and promotional products may be returned under the same conditions as regularly priced products unless clearly stated otherwise before purchase.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s country or region.

Costumes and Clothing

Costumes, clothing, and wearable products may be returned within the 30-day return period when they:

• Have not been worn beyond trying them on;

• have not been washed;

• have not been altered;

• are free from stains, odors, makeup, pet hair, or other signs of use; and

• include all original labels, packaging, and accessories.

Products showing signs of use may not be eligible for a refund.

Customers should review the product description and size guide before placing an order. Choosing an incorrect size is considered a change-of-mind return, and the customer will be responsible for the return shipping cost.

Exchanges

We do not guarantee direct exchanges because product availability may change.

The fastest way to obtain a different product, size, or color is usually to return the eligible product and place a new order.

When you receive an incorrect or defective product, contact us before placing another order so our team can determine the appropriate resolution.

Return Shipping

Return instructions and the designated return address will be provided after your request has been approved.

Customers must not send returns to the address shown on the original package without contacting us first, as the shipping origin may not be the correct return facility.

For customer-paid returns, we strongly recommend using a trackable shipping method and keeping the shipping receipt until the return has been completed.

Moudier cannot guarantee reimbursement for return shipping costs that were not approved in advance.

Return Inspection

After the returned product is delivered to the designated return facility, it will be inspected to confirm that it meets the conditions of this policy.

We will notify you by email when the return has been received and whether the refund has been approved.

If a returned product does not meet the eligibility conditions, we may:

• Decline the refund;

• issue a partial refund reflecting the loss in value, where permitted by law; or

• arrange for the product to be sent back to the customer at the customer’s expense.

Refunds

Approved refunds will be issued to the original payment method used for the order.

Refunds are normally processed within 5–10 business days after the returned product has been received and approved.

Your bank, card issuer, or payment provider may require additional time to display the refund in your account. This processing time is outside Moudier’s control.

No restocking fee is charged for approved returns.

Original Shipping Charges

Standard shipping is free under our current shipping policy.

Paid express shipping charges are non-refundable when the return is requested because the customer changed their mind, selected the wrong product, or provided incorrect order information.

When the return results from a verified error by Moudier or a damaged, defective, incomplete, or incorrect product, eligible original shipping charges may also be refunded.

Partial Refunds

A partial refund may be offered when:

• Only part of an order is affected;

• a minor issue does not prevent the product from being used;

• the customer chooses to keep a product with a confirmed issue; or

• a returned product shows a reduction in value caused by handling beyond what is reasonably necessary to inspect it.

A partial refund will only be issued after the customer agrees to the proposed resolution.

Orders Marked as Delivered

If the tracking information shows that an order was delivered but you cannot locate it, please:

1. Confirm the delivery address provided with the order;

2. check with household members, neighbors, reception areas, or building management;

3. check for a safe-location delivery notice; and

4. contact the local shipping carrier.

Then contact us at support@moudier.com with your order number and the information provided by the carrier.

Cases involving orders marked as delivered will be reviewed individually. A replacement or refund is not automatically guaranteed when the carrier confirms successful delivery to the address provided by the customer.

Refused and Unclaimed Packages

Packages refused by the customer, left unclaimed, or returned because the customer did not respond to the carrier may be treated as change-of-mind returns.

Any eligible refund will be processed after the returned package has been received and inspected. Return shipping costs or carrier charges may be deducted from the refund where permitted by applicable law.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate delivery address.

Orders returned because of an incorrect or incomplete address may be refunded after the returned package has been received and inspected. Original express shipping charges and return shipping costs may be deducted where permitted by law.

Contact us as soon as possible if you need to correct an address. We cannot guarantee changes after an order has entered processing or has been dispatched.

Order Cancellations

To request a cancellation, contact us at support@moudier.com as soon as possible.

We will attempt to cancel the order, but cancellation cannot be guaranteed once the order has entered processing or has been dispatched.

If an order has already been dispatched, the customer may request a return after delivery in accordance with this policy.

Refunds for Cancelled Orders

When an order is successfully cancelled before dispatch, the refund will be issued to the original payment method.

Please allow additional processing time for your bank or payment provider to display the refund.

Mandatory Consumer Rights

This policy applies in addition to any mandatory consumer protection rights available in the customer’s country or region.

Where local law provides rights or remedies that are more favorable than the terms of this policy, the applicable legal requirements will prevail.

Contact and Company Information

Moudier is an online retail brand operated by KFR GLOBAL TRADING LIMITED, a company incorporated and registered in Hong Kong.

Legal company name: KFR GLOBAL TRADING LIMITED
Company Registration Number (CRN): 79403459
Business Registration Number (BRN): 79403459-000-12-25-4
Date of incorporation: December 16, 2025
Registered address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong
Customer support: support@moudier.com

For questions regarding returns, refunds, damaged products, or order cancellations, please contact our customer support team.