Refound Policy

REFUND POLICY

Last Updated: June 2026

At Morenza, we want you to love your purchase. If you are not completely satisfied with your order, please review the following Refund Policy carefully before submitting a return request.

By placing an order through our website, you agree to the terms outlined below.

1. RETURN ELIGIBILITY

Customers may request a return within 30 days of receiving their order.

To qualify for a return, items must:

  • Be unworn and unused.

  • Be in their original condition.

  • Be free of stains, odors, makeup marks, pet hair, or damage.

  • Include original tags where applicable.

  • Be returned in their original packaging whenever possible.

All returns are subject to inspection upon arrival.

Morenza reserves the right to refuse any return that does not meet these requirements.

2. NON-RETURNABLE ITEMS

For hygiene, safety, and quality-control reasons, we reserve the right to reject returns of products that:

  • Have been worn or used.

  • Have been washed.

  • Have been altered or modified.

  • Show signs of excessive handling.

  • Are returned in an unsanitary condition.

  • Are missing original components or packaging.

Items returned without prior authorization may also be refused.

3. SHIPPING FEES ARE NON-REFUNDABLE

All shipping costs are final and non-refundable.

Approved refunds apply only to eligible product(s) and do not include:

  • Original shipping fees.

  • Expedited shipping fees.

  • Priority shipping services.

  • Return shipping costs.

  • Customs duties.

  • Import taxes.

  • Any additional carrier-related fees.

Customers are responsible for all return shipping expenses unless otherwise required by applicable law.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item, you must contact us within 7 days of delivery.

To investigate your claim, we may request:

  • Photos of the item.

  • Photos of the packaging.

  • Your order number.

  • Additional supporting information.

Failure to provide sufficient evidence may result in denial of the claim.

5. SIZE & FIT DISCLAIMER

We provide detailed sizing information to assist customers before purchasing.

Customers are responsible for reviewing the size chart before placing an order.

Because body types vary significantly, Morenza cannot guarantee a specific fit, appearance, or styling outcome for every individual.

Dissatisfaction based solely on personal sizing preferences does not constitute a product defect.

6. RETURN PROCESS

To initiate a return, customers must contact our support team and receive return instructions before shipping any item back.

Returns sent without authorization may be refused.

Once approved, customers must follow all return instructions provided by our support team.

7. REFUNDS

Once your return has been received and inspected, we will notify you regarding the approval or rejection of your refund request.

If approved:

  • Refunds will be issued to the original payment method.

  • Processing may take 3–10 business days depending on your payment provider.

  • Only eligible product costs will be refunded.

Shipping fees and other non-refundable charges will not be included in the refund.

8. REFUND DENIALS

Refund requests may be denied if:

  • The item shows signs of use.

  • The item is damaged due to customer handling.

  • The return falls outside the approved return window.

  • The item arrives incomplete.

  • Fraudulent activity is suspected.

  • The customer fails to follow return instructions.

Morenza reserves the right to make the final determination regarding refund eligibility.

9. ORDER CANCELLATIONS

Orders may only be canceled before they enter processing.

Once an order has been processed, prepared for shipment, or shipped, cancellation requests may no longer be possible.

Customers should contact us as soon as possible regarding cancellation requests.

10. LOST PACKAGES

Packages are not considered lost until 50 days have passed from the shipment date.

If your package has not arrived after 50 days, please contact us so that we can investigate the matter.

Any replacement or refund related to a lost shipment will be determined after review of the carrier's tracking information and shipping records.

11. REFUSED DELIVERIES

If a customer refuses delivery of an order, any associated costs including:

  • Return shipping fees.

  • Carrier handling fees.

  • Customs charges.

  • Import duties.

may be deducted from any approved refund.

12. CHARGEBACKS AND PAYMENT DISPUTES

We strongly encourage customers to contact us before initiating a chargeback or payment dispute.

In the event of a dispute, Morenza reserves the right to provide supporting evidence including:

  • Tracking information.

  • Delivery confirmation.

  • Customer communications.

  • Order records.

  • Fraud prevention data.

Fraudulent chargebacks may be challenged to the fullest extent permitted by law.

13. EXCHANGES

At this time, exchanges are not guaranteed and are subject to product availability.

If an exchange is approved, customers may be required to return the original item before a replacement can be issued.

14. CONTACT US

For all return, refund, or order-related inquiries, please contact:

Morenza
📧 support@morenza.shop

Our customer support team typically responds within 24–48 business hours.