Refund policy

RETURN & REFUND POLICY

Last updated: September 4, 2026

At MooRun, we want our return, refund, and product protection terms to be clear and fair. Please review this policy before placing your order.

By placing an order with MooRun, you acknowledge that you have had the opportunity to review and agree that your purchase is subject to this Return & Refund Policy, our Terms of Service, Shipping Policy, Privacy Policy, and any other applicable policies made available on our website.

Nothing in this policy limits any mandatory consumer rights that cannot lawfully be excluded.

1. 14-Day Returns

You may request a change-of-mind return within 14 days of delivery.

To be eligible for a return, the product must be:

  • Unused
  • Unwashed
  • Undamaged
  • In its original condition
  • Complete with any originally supplied packaging or accessories
  • In resellable condition

Proof of purchase is required.

Please contact us before returning any product. Products returned without prior approval may not be accepted.

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable to the fullest extent permitted by applicable law.

Change-of-mind returns requested more than 14 days after delivery are not accepted.

2. Used, Washed or Damaged Products

Products that have been materially used, washed, altered, stained, damaged, or otherwise placed in a condition that prevents resale are generally not eligible for a return or refund for change of mind.

This includes situations where:

  • You no longer want the product
  • You selected the wrong plush
  • You expected a different color or feel where the product was accurately described
  • The product has been washed or cleaned
  • The product has been damaged after delivery
  • Tags or included accessories have been removed where this materially affects resale

This section does not affect claims involving:

  • A verified manufacturing defect
  • A product that arrived damaged
  • An incorrect product
  • A missing item
  • A product materially different from its description
  • Any mandatory rights provided by applicable law

3. 30-Day Product Protection

MooRun includes 30-Day Product Protection beginning on the date your order is delivered.

The 30-Day Product Protection applies to qualifying issues including:

  • Verified manufacturing defects
  • Products that arrive materially damaged
  • Incorrect products received
  • Missing items or components
  • Major stitching or construction defects present upon delivery

If you believe there is a qualifying issue, you must contact us within 30 days of delivery.

We may request reasonable information necessary to investigate the claim, including:

  • Your order number
  • A description of the issue
  • Photos or videos of the product
  • Photos of the packaging
  • Product labels or identifying information
  • Other reasonable evidence relevant to the reported issue

If a qualifying issue is verified, MooRun may provide a replacement, refund, or other appropriate remedy, subject to applicable law.

The 30-Day Product Protection is separate from our 14-day change-of-mind return period and does not create a general 30-day right to return any product for any reason.

4. What the 30-Day Product Protection Does Not Cover

The 30-Day Product Protection does not cover issues caused by:

  • Change of mind
  • Personal preference
  • Customer-caused damage
  • Washing or cleaning contrary to care instructions
  • Cutting, tearing, or altering the plush
  • Improper storage
  • Misuse
  • Damage caused by pets
  • Exposure to liquids, heat, fire, chemicals, or other damaging conditions
  • Normal wear and tear
  • Damage occurring after delivery
  • Failure to follow applicable care instructions

A customer simply preferring a different softness, appearance, or style does not by itself mean the product is defective where the product materially matches its description.

5. Size, Color and Appearance

Product measurements are approximate unless expressly stated otherwise.

Because plush toys are soft products and may be measured manually, minor measurement differences may occur.

Colors may also appear slightly different because of:

  • Lighting
  • Photography
  • Screen settings
  • Manufacturing batches
  • Material variations

Plush toys may arrive slightly compressed because of shipping or packaging. Allowing the product time to expand and gently reshaping the plush may help restore its intended appearance.

Minor variations do not by themselves qualify as defects where the product materially matches the description shown at the time of purchase.

6. Damaged, Incorrect or Missing Items

Please inspect your order after delivery.

Contact us as soon as reasonably possible if:

  • Your product arrives damaged
  • You receive the wrong plush
  • An item is missing
  • The product received is materially different from what you ordered

We may request reasonable photographs, videos, packaging information, or other evidence necessary to verify the issue.

If the issue is verified, MooRun may provide an appropriate:

  • Replacement
  • Refund
  • Other remedy

subject to applicable law.

Where the problem was caused by MooRun, our fulfillment provider, or the product arriving damaged, reasonable return shipping costs will be handled as required by applicable law.

7. Customer-Caused Damage

To the fullest extent permitted by applicable law, MooRun is not responsible for damage caused after delivery by customer misuse or improper handling.

This may include:

  • Cutting or tearing the product
  • Damage caused by pets
  • Improper washing
  • Using harsh cleaning products
  • Exposure to excessive heat or moisture
  • Altering or modifying the plush
  • Improper storage
  • Continuing to use a product after it has become materially damaged

A product damaged by the customer is not considered defective merely because it no longer remains in its original condition.

8. Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

We recommend using a tracked shipping method.

To the fullest extent permitted by applicable law, MooRun is not responsible for a return shipment that is lost or damaged before reaching the designated return location.

If a return results from a verified manufacturing defect, incorrect item, item damaged upon delivery, or another verified error attributable to us, reasonable return shipping costs will be handled as required.

9. Refunds

Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will ordinarily be issued to the original payment method, consistent with the refund structure in your original policy.

After MooRun issues a refund, additional processing time may be required by your:

  • Bank
  • Card issuer
  • Tap Payments or other payment provider

These processing times are outside our direct control.

For change-of-mind returns:

  • Original shipping charges are non-refundable to the fullest extent permitted by applicable law
  • The customer is responsible for return shipping
  • The refund will be based on the amount actually paid for the eligible product

To the fullest extent permitted by law, we may refuse or reduce a refund where the returned product has been:

  • Used
  • Washed
  • Damaged by the customer
  • Altered
  • Returned incomplete
  • Returned in a materially non-resellable condition

10. Order Cancellations

If you wish to cancel or modify an order, contact us as soon as possible at:

moorunpal@gmail.com

We may be able to accommodate your request before fulfillment begins.

Once an order has entered fulfillment or shipping, we may be unable to cancel or modify it.

Any return or refund rights available after delivery under this policy or applicable law remain unaffected.

11. Bundles and Promotional Orders

If an eligible refund relates to a product purchased as part of a bundle, multi-buy offer, discount, or promotion, the refund will normally be based on the amount actually paid for the applicable product.

If a promotion depended on purchasing multiple products, returning part of the order may affect the promotional discount originally received.

Any adjustment will be calculated fairly and only to the extent permitted by applicable law.

For example, where a customer receives a discount specifically because they purchased two or three plushies, returning one item may cause the remaining items to be recalculated according to the terms of that promotion.

12. Fraudulent or Abusive Claims

MooRun reserves the right to investigate and refuse fraudulent, fabricated, duplicate, or abusive refund or product-protection claims to the fullest extent permitted by applicable law.

This may include claims involving:

  • False statements
  • Manipulated photographs or videos
  • Fabricated evidence
  • False damage claims
  • False non-delivery claims
  • Intentionally misleading information
  • Attempts to receive multiple refunds for the same purchase

If a payment dispute or chargeback is opened, MooRun may provide relevant:

  • Order information
  • Payment information
  • Shipping information
  • Delivery information
  • Customer communications
  • Refund information

to the applicable payment provider, bank, or financial institution handling the dispute.

Nothing in this section prevents a customer from exercising a legitimate payment-dispute or consumer right.

13. Promotions and Discounts

If an eligible refund relates to a product purchased using a coupon, sale, bundle discount, or promotional offer, the refund will ordinarily be based on the amount actually paid, rather than the undiscounted retail or compare-at price.

Promotional savings and discounts displayed by MooRun are intended to be presented truthfully and will not knowingly be used to mislead customers regarding the actual value or price of a product.

14. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any mandatory consumer right or remedy that cannot lawfully be excluded.

Where applicable law provides mandatory rights greater than those provided by this policy, those mandatory rights will apply. This same consumer-right safeguard appeared in the original policy you supplied.

15. Contact Us

To:

  • Request a return
  • Request an order cancellation
  • Submit a product-protection claim
  • Report a damaged product
  • Report an incorrect or missing order
  • Ask about a refund

contact:

MooRun
Email: moorunpal@gmail.com

Please include your order number and a clear description of your request.