Effective Date: 30 September 2026
This policy should be read together with the MooMoo Toys Terms and Conditions and Shipping Policy.
1. Change of Mind
For products delivered in the condition and specifications described in the listing, MooMoo Toys does not generally accept returns, exchanges, or refunds solely because the customer:
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changed their mind;
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found the item elsewhere at a different price;
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ordered the wrong item despite an accurate listing; or
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experienced another circumstance unrelated to a defect, non-conformity, incorrect fulfillment, or legal right to a remedy.
This does not affect any mandatory consumer right or remedy under applicable Philippine law.
2. Preorder Downpayments
Preorder downpayments are generally non-refundable for customer-initiated cancellation, change of mind, or failure to complete the agreed purchase, except where otherwise expressly stated or required by law.
A preorder downpayment will be refunded or otherwise appropriately remedied if:
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MooMoo Toys cannot fulfill the customer’s confirmed allocation;
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the manufacturer or supplier permanently cancels the product or our allocation;
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MooMoo Toys cancels the order without fault on the part of the customer; or
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applicable law requires a refund or another remedy.
A delayed manufacturer release, revised supplier schedule, or later arrival date does not by itself constitute cancellation of a preorder.
3. Supplier Allocation Shortages
If final supplier allocation is insufficient to fulfill all valid confirmed customer preorders, available units are allocated chronologically according to Shopify order-creation time, earliest confirmed order first.
A preorder must have the required downpayment or required payment successfully received or confirmed to qualify as a valid confirmed preorder.
Personal or owner units do not take priority over confirmed customer preorder allocations.
If a customer’s confirmed preorder cannot be fulfilled because the supplier allocation is exhausted, the applicable downpayment or payment received for the unfulfilled item will be refunded or otherwise appropriately remedied.
4. Defective, Damaged, Incorrect, or Non-Conforming Products
If an item:
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has a material defect that was not disclosed before purchase;
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materially differs from the product ordered or described;
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arrives materially damaged without fault on the part of the customer;
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is missing material components; or
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otherwise gives rise to a legal right to redress,
please contact MooMoo Toys as soon as reasonably possible.
Depending on the circumstances and applicable law, the appropriate remedy may include repair, replacement, refund, price adjustment, or another lawful remedy.
5. Reporting a Problem
Please contact:
and provide, where reasonably available:
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order number;
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name and contact information used for the order;
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description of the concern;
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clear photographs of the product and packaging; and
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other information reasonably necessary to evaluate the claim.
Photographs or an unboxing video may be useful in resolving transit-damage or wrong-item claims, but the absence of an unboxing video does not by itself waive any right or remedy available under applicable law.
Please retain the product, accessories, packaging, shipping carton, and courier labels while the matter is being reviewed where reasonably possible.
6. Pre-Owned and Sold-as-Pictured Items
Pre-owned merchandise may have wear, aging, discoloration, box damage, missing accessories, or other imperfections.
Where those conditions were clearly disclosed in the listing or visible in product photographs before purchase, they will not ordinarily constitute an undisclosed defect.
A materially undisclosed defect or material difference between the item received and the item described or pictured may still qualify for an appropriate remedy.
7. Sealed Collectibles and Packaging
For sealed collectible products, minor manufacturer or factory variations that do not materially affect the product are not necessarily defects.
Where packaging condition is material to a collectible and a material packaging issue was not disclosed, MooMoo Toys will evaluate the concern based on the listing photographs, shipping condition, and applicable law.
Customers should avoid opening, altering, repairing, or further damaging an item for which a return or replacement claim is being made, except where reasonably necessary to discover the defect.
8. Returns
Where return of a product is required as part of an approved replacement, refund, or other remedy for a matter for which MooMoo Toys is responsible, return arrangements and reasonable return costs will be handled in accordance with applicable law.
The item should ordinarily be returned with the accessories, documentation, and other components originally received, subject to reasonable exceptions arising from the defect or complaint itself.
For a voluntary return accepted solely as a customer accommodation and not because of a defect or merchant responsibility, the customer may be responsible for the applicable shipping costs.
9. Refund Processing
Approved refunds will ordinarily be returned through the original payment method where reasonably available.
For a manual bank transfer or other manual payment, the refund may be made through an appropriate bank transfer or another mutually agreed method.
MooMoo Toys will initiate an approved refund promptly. The time for funds to appear in the customer’s account may depend on the bank, card issuer, e-wallet, payment gateway, or other payment provider.
10. Shipping Charges
Where a refund, replacement, or return results from a defect, non-conformity, incorrect item, fulfillment error, or another circumstance for which MooMoo Toys is legally responsible, applicable shipping and return-shipping obligations will be handled in accordance with Philippine law.
Shipping charges are generally not refundable where the product was correctly supplied and the issue is solely a customer change of mind, unless otherwise agreed.
11. Consumer Rights
Nothing in this policy is intended to waive or restrict any mandatory right or remedy available to consumers under the Consumer Act of the Philippines, the Internet Transactions Act, their applicable rules and regulations, or other applicable Philippine law.