Our Commitment to Your Satisfaction

At Moen Shop, we take pride in delivering premium bathroom organization solutions that meet the highest standards of quality and sophistication. We understand that sometimes a product may not perfectly fit your vision or requirements. Our Returns & Exchanges policy is designed with your convenience in mind, reflecting the same commitment to excellence that defines our entire product collection.

Return & Exchange Timeframe

We gladly accept returns and exchanges within 15 days from the date you receive your order. This generous window allows you to properly assess your bathroom mirrors, sets, shelves, and storage solutions in your space.

Return Conditions

To be eligible for a return or exchange, your item must meet the following conditions:

  • Product must be in original, unused condition
  • All original packaging and materials must be intact
  • Product must show no signs of installation or use
  • All tags and protective coverings must remain in place
  • Include the original packing slip or order confirmation

Non-Returnable Items

For hygiene and safety reasons, the following products cannot be returned or exchanged once opened:

  • Custom-cut or personalized bathroom mirrors (made to your specific measurements)
  • Opened bathroom sets where individual components have been separated from original packaging
  • Installed towel holders and bathroom shelves that show signs of mounting or use
  • Products missing security tags or original packaging
  • Items purchased as part of final clearance sales (clearly marked at time of purchase)

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order using the template below:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Moen Shop Customer Service Team, I would like to request a [return/exchange] for my recent purchase. Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – size, color, damaged, not as described, etc.] I confirm that the product(s) are in original condition with all packaging and tags intact. Please provide instructions for returning the item(s). Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

Step 2: Wait for Authorization

Our team will respond within 24-48 hours with:

  • Return authorization number
  • Prepaid shipping label (for qualified returns)
  • Detailed packing instructions
  • Return shipping address

Step 3: Package and Ship

Carefully repackage your item using the original packaging materials. Include the return authorization form and all original documentation. Affix the provided shipping label and drop at your nearest DHL, FedEx, or EMS location.

Step 4: Processing

Once we receive your return, our quality team will inspect the item within 3-5 business days. You will receive email notification once your return is processed.

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after return processing
  • PayPal Payments: 3-5 business days after return processing
  • Original Shipping Costs: Non-refundable unless return is due to our error

Refund Method

Refunds are issued to your original payment method:

  • Visa, MasterCard, JCB: Credited to your card account
  • PayPal: Returned to your PayPal balance

Note: The refund timeframe may vary depending on your financial institution’s processing policies.

Exchange Process

For exchanges, follow the same return process outlined above. Please specify your desired exchange item in your return request. Once we receive and inspect your return, we will ship your replacement item using your preferred shipping method.

If the exchange item differs in price:

  • Higher-priced item: You will be invoiced for the difference plus any additional shipping
  • Lower-priced item: You will receive a refund for the difference

Need Assistance?

Our dedicated customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]

Response Time: Within 24-48 hours during business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (PST)

Last Updated: October 2023. Moen Shop reserves the right to modify this policy. Any changes will be reflected on this page with updated revision dates.