Refund policy

Moshui Returns & Exchange Policy

We want all customers to be satisfied and considered, from the paper to the packaging. If something isn't right, here's how we will make it right.

Final sale items
Refill sketchbook packs, limited edition colorways, and any item marked as a limited release are final sale and not eligible for return or exchange.

Returns & exchanges
To be eligible for a return or exchange, your order must meet all of the following:

  • Requested within 14 days of being received
  • Unused and in the same condition it was received
  • The sketchbook inserts remain in their original, unopened wrapping
  • The order is returned in its original packaging

Because the sketchbook is meant to be used, once the inserts have been opened or written in, the order is no longer eligible for return. 

To start a return, email support@moshui.co with your order number and reason for return.

If more than 14 days have passed since receiving your order, we're unable to offer a refund or exchange.

Refunds
Once your return is received and inspected, your refund will be issued to your original payment method. Please allow 3-5 business days for it to appear, depending on your bank.

If tracking shows your order was delivered, we're unable to issue a refund for a lost package, please contact your local carrier directly to file a claim.

Late or missing refunds
If it's been more than 5 business days and you haven't seen your refund, check with your bank or card provider first. If you've done that and still don't see it, email us at support@moshui.co.

Damaged or defective items
If something arrives damaged or isn't working as it should, email us at support@moshui.co within 10 days of delivery with a photo and your order number. We'll send a replacement for the same item if proven defective or damaged.

Return shipping
Return shipping is the customer's responsibility unless the item is damaged or defective. Original shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.