Moospace | Healing Store

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Return & Exchange Policy

Welcome to Moospace Healing Store! Please take a moment to review the following guidelines, which outline the terms and conditions of your purchase.

  • Excluding crystals and minerals

    Crystals and minerals are considered energy items and are not eligible for returns or exchanges. Please watch the product video and purchase mindfully.

  • Return & Exchange Request

    For non-crystal and mineral products eligible for returns or exchanges, all requests must be submitted through our website: After logging into your account, go to Order Management and select the order you wish to return or exchange. In the comments/notes section of that order page, please specify the item(s) you wish to return. If you are requesting an exchange, you must clearly describe the defect. Once Moospace confirms the item as defective, an exchange will be arranged. Otherwise, only a return will be processed.

  • Return & Exchange Timeline

    All return or exchange requests must be submitted within seven (7) days in accordance with regulations. Once our customer service team confirms your request, please ship the item back within two (2) days following the provided instructions. Requests or returns submitted past the deadline will not be accepted.

  • Return/Exchange Request Limit

    Each order is eligible for only one return/exchange request and one free return shipping service. (Whether for a return or a defective item exchange, only one free return/exchange is provided per order. Please consolidate your request into a single submission, as additional requests will not be accepted.)

Returns & Exchanges – Non-Crystal Items

Returns Policy
Process
Refunds
Defects
Returns Policy

Return Policy

Scope: Non-Defective & Defective Returns

You may return your order within 7 days of receipt (cooling-off period). Please note this is not a trial period, and returns must follow the guidelines below.

  • Brand-New Condition

    Under the Consumer Protection Act, the cooling-off period is not a trial period. Products must be returned in brand-new condition with complete packaging (including the product itself, all accessories, zip bags, pouches, boxes, etc.). Items that have been unsealed or used are not eligible for return under this policy.

  • Original Product Packaging

    The original product packaging (not the shipping carton) is considered part of the product. Loss or damage to the packaging will affect your return eligibility, and a partial fee may be deducted based on the extent of the damage.

  • Return of Promotional Gifts or Discounts

    If a return causes the order to no longer meet the conditions for promotional gifts, free shipping, or discounts, the gift(s) must also be returned. Moospace will recalculate the actual order value after deducting the returned items, which will serve as the basis for the refund amount. Loss or damage of any promotional gifts will affect your return eligibility, and a partial fee may be deducted based on the extent of the damage.

  • Return Packaging

    Please use a mailing bag or carton to pack the returned product. Do not attach any shipping labels or information directly onto the product itself or its original packaging box. Any damage to the product or its original packaging caused by improper packing may affect your return eligibility, and a partial fee may be deducted based on the extent of the damage.

  • Exceptions

    In accordance with Article 19, Paragraph 1, products that are perishable, have a short shelf life or are close to expiry upon cancellation, customized items, or personal hygiene products are not covered by the seven (7)-day cooling-off period. Unless the item is defective, returns will not be accepted for these products.

Exchange Policy

Scope: Defective Exchanges

For the definition of defective products, please refer to [Defective Product Policy]. Once the item is confirmed as defective, the return process will follow the same procedure as regular returns. The cost of return shipping and reshipment will be covered by Moospace. Please note that exchanges must still comply with the following conditions:

  • Exchanges are not available for non-defective items. Only returns are accepted in accordance with the seven (7)-day cooling-off period described above.

  • Brand-New Condition

    Even for defective items, products must remain in brand-new condition with complete packaging (including the product itself, all accessories, zip bags, pouches, boxes, etc.). Any loss or damage to the product or its packaging may affect your eligibility for an exchange, and a partial fee may be deducted based on the extent of the damage.

  • Original Product Packaging

    The original product packaging (not the shipping carton) is considered part of the product. Loss or damage to the packaging may affect your eligibility for an exchange, and a partial fee may be deducted based on the extent of the damage.

  • Return Packaging

    Please use a mailing bag or carton to pack the returned product. Do not attach any shipping labels or information directly onto the product itself or its original packaging box. Any damage to the product or its original packaging caused by improper packing may affect your eligibility for an exchange, and a partial fee may be deducted based on the extent of the damage.

  • Replacement Delivery Time

    Please be advised that if the requested replacement item is out of stock, Moospace will need to reorder it from overseas. In such cases, the waiting period will be 7–14 business days. For further details, please refer to [ Purchase Notes ].

Process

Return & Exchange Request

Scope: Returns (Non-Defective & Defective) / Defective Exchanges

For the definition of defective products, please refer to [Defective Product Policy]. Once the item is confirmed as defective, the return process will follow the same procedure as standard returns.

  • Exchanges are not available for non-defective items. Only returns are accepted in accordance with the seven (7)-day cooling-off period described above.

  • How to Apply

    All return and exchange requests must be submitted through our website. After logging into your account, go to Order Management and select the order you wish to return or exchange. In the comments/notes section of that order page, specify the item(s) you wish to return. For exchanges, you must also describe the defect. Once Moospace confirms the item as defective, an exchange will be arranged; otherwise, only a return will be processed.

  • Return & Exchange Timeline

    All return or exchange requests must be submitted within seven (7) days in accordance with regulations. Once our customer service team confirms your request, please ship the item back within two (2) days following the provided instructions. Requests or returns submitted past the deadline will not be accepted.

  • Return/Exchange Request Limit

    Each order is eligible for only one return/exchange request and one free return shipping service. Additional requests will not be accepted.

Return Process

Scope: Returns (Non-Defective & Defective) / Defective Exchanges

Once customer service has confirmed your request, you will receive a convenience store return code. Please ship the item back within two (2) days of receiving the code, following the specified process. Requests or returns submitted after this period will not be accepted.

  • Moospace has already covered the shipping cost for the provided return code. If the code expires, it will be automatically canceled by the convenience store system, and the fee we paid cannot be recovered. Therefore, if you fail to return the item within the valid period, please contact customer service. Our team will provide you with the return address or a designated convenience store for drop-off, but you will be responsible for the shipping cost.
Refunds

Refund Timeline

Once Moospace receives your returned package, we will promptly inspect it. After confirmation, the refund will be processed within approximately ten (10) business days.

Defective Item Refunds

For the definition of defective products, please refer to [Defective Product Policy]. Once an item is confirmed as defective, if you prefer a refund instead of an exchange, please follow the Return Policy and Return Process. Moospace will refund the full original order price of the defective item without deducting any shipping fees or transaction charges, as a gesture of responsibility and apology.

Non-Defective Item Refunds

  • During Non-Promotion Periods

    During non-promotion periods, the only benefit offered on this site is free shipping for orders over the specified amount. Refunds will be calculated as follows:

Original order total after deducting the returned item(s):

1. Orders Below Free Shipping Threshold: For orders that do not meet the free shipping minimum, the customer is responsible for shipping costs. Moospace will refund the price of the returned item(s) minus the shipping fee.

2. Orders Still Meeting Free Shipping Threshold: If the order still qualifies for free shipping after the return, Moospace will refund the full price of the returned item(s).

  • The refund will be transferred to your designated account, with NT$15 deducted as a transaction handling fee.

  • Promotion Periods

    For promotions such as order-based discounts or other marketing offers, the eligibility is determined by the total order amount at checkout. Therefore, when processing a return, the refund will be calculated based on the difference between the final checkout amounts before and after the return. The detailed explanation is as follows:

Moospace will refund the difference between the two amounts: NT$ ( X – Y )

沐空間會返還兩個金額之差額給您：
NT$ ( X – Y )

  • Original Order Final Checkout Amount: X
  • Recalculated Final Checkout Amount after Deducting Returned Item(s): Y
  • [Note] Y refers to the recalculated final checkout amount after deducting the returned item(s) and reapplying the applicable promotions at the time of purchase (e.g., free shipping threshold, order-based discounts, sitewide discounts, coupons).
  • The refund will be transferred to your designated account, with NT$15 deducted as a transaction handling fee.
Defects

Defects

Due to production mechanisms or handcrafted processes, there may still be up to 1% minor imperfections. These fall within international standards and do not affect appearance or functionality. Such cases are not considered quality issues and therefore do not qualify as defective products. The following are normal conditions commonly found in various materials and craftsmanship, and are not classified as defects.

  • Ceramic Glass

    Most items are high-temperature fired, and minor variations such as bubbles, black spots, pinholes, indentations, raised points, or uneven glaze may occur. These are normal characteristics, fall within international standards, and are not considered defects. If you cannot accept these natural variations, please do not place an order.

  • Glaze and Decoration

    For ceramic cups and plates with hand-painted designs, slight variations in color or line thickness are unavoidable. For glazed finishes, minor imperfections such as slight glaze skips or uneven coloring may occur. These do not affect functionality or overall appearance.

  • Wrought Iron

    For handcrafted welded iron products, slight unevenness at the joints or minor paint inconsistencies may occur. During production or shipping, light scratches, paint loss, or small black spots may also appear. These do not affect functionality or overall appearance. If you are unable to accept these natural variations, please do not place an order.

  • Fabric and Dyeing

    Most products are made using full-width fabric printing before being cut to size. Due to the cutting process, the print placement may differ slightly from the product photos. In addition, minor details such as loose threads, small knots, slight fraying, or tiny spots may occur. These are normal conditions and not considered defects.

  • Resin Plastic

    Most resin products are machine-molded, and may have mold lines, small spots, or tiny air holes. These are normal results of the production process and are not quality issues. They do not affect functionality. If you are unable to accept these natural variations, please do not place an order.

If an item presents functional issues affecting normal use, or has obvious large stains or major defects beyond the general conditions described above, it will be classified as a defective product. In such cases, you may request a return or exchange in accordance with the policies and procedures stated above.