Refund policy

# Refund Policy

At MooMoo K-pop, we sell K-pop albums, photocards, and collectible merchandise. Because many of our products are collectible, limited, sealed, random, or condition-sensitive, we have the following return and refund policy.

## Returns

We accept returns for eligible items within 7 days of delivery.

To be eligible for a return:
- the item must be unused, unopened, and in its original packaging
- the item must be in the same condition that you received it
- you must log in to your customer account and contact us through our Contact page before sending anything back

## Final Sale Items

The following items are final sale and are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:
- opened albums
- photo cards
- pre-order benefits (POBs)
- lucky draw items
- random inclusions
- sale items
- any item marked as final sale

## Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please log in to your customer account and contact us through our Contact page within 3 days of delivery.

Please include:
- your order number
- clear photos of the item
- clear photos of the outer packaging
- a short description of the issue

If approved, we may offer a replacement, store credit, or refund depending on product availability and the issue reported.

## Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error or the item arrived damaged or defective.

Original shipping charges are non-refundable unless required by law or unless the issue was caused by our mistake.

## Refunds

Once we receive and inspect your return, we’ll let you know whether your refund is approved.

If approved, your refund will be sent back to your original payment method. Please note that your bank or card provider may take additional time to post the refund.

## Order Cancellations

Orders may be canceled only before they are packed or shipped.

Pre-order items may not be canceled once we have placed the order with our supplier.

## Lost or Delayed Packages

We are not responsible for carrier delays after a package has been shipped. If your package appears lost, please contact us and we will do our best to help you file a claim or investigate the shipment.

## Contact

For return or refund requests, please log in to your customer account and contact us through our Contact page.