Refund Policy

Refund Policy | MoxFish

At MoxFish, customer satisfaction is our top priority. If you're not completely satisfied with your purchase, we’re here to make things right. Below is our comprehensive refund and return policy, including eligibility, processing times, and how to initiate a return.

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Return & Refund Eligibility

✔ Returns accepted within 30 days of purchase.
✔ Items must be unused, unopened, and in original packaging.
✔ For safety reasons, perishable, opened, or used products cannot be returned.
✔ Damaged or defective items are eligible for replacement or refund if reported within 48 hours of delivery.

How to Request a Refund or Return

  1. Contact Us
    Email us at thefish.mox@gmail.com with your order number and reason for the return.

  2. Approval & Instructions
    If your item qualifies, we’ll provide return shipping instructions.

  3. Ship the Item
    Use a trackable shipping method. Unless the return is due to an error on our part, return shipping costs are the customer’s responsibility.

  4. Refund Processing
    Once we receive and inspect the returned item, we’ll process your refund within 5–7 business days.

Refund Process & Timelines

✔ Refund Method: All refunds are issued to the original payment method.
✔ Processing Time: 5–7 business days from the date your return is received and approved.
✔ Delays: If your refund hasn’t appeared after 10 business days, please check with your bank or payment provider.
✔ Shipping Charges: Non-refundable, unless due to incorrect or damaged items sent by us.

Non-Refundable Items

❌ Opened or used medications and fish antibiotics (health & safety reasons)
❌ Gift cards or promotional items
❌ Items not purchased directly from moxfish.com

Exchanges & Replacements

✔ Received the wrong item or something arrived damaged? Contact us within 48 hours of delivery.
✔ We may request photos of the damaged product to help process your claim.
✔ Upon approval, we’ll ship a replacement or issue a refund promptly.

Questions About Your Refund?

📧 Email: thefish.mox@gmail.com
📞 Phone: +1 (478) 999-9553
🕒 Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST

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