For products purchased via the Morus official website that meet the following conditions, we provide you with a guarantee for returns and exchanges within 30 days of purchase.
1. Damaged, Missing, or Wrong Items
Upon receiving your package, please carefully inspect whether the received package matches your actual order, including the product quantity, model, and condition of your package (Some accessories may have delayed delivery.). If there are any discrepancies, please refrain from opening the package and promptly contact us with the order number and provide video or photo evidence to clearly show any discrepancies. We will assist you with the return or exchange process.
If you receive a defective or damaged product, please provide the following information when you contact us. We will verify your issue within 1-2 business days after receiving the information and, upon confirmation, arrange for a replacement to be sent to you.
Product's serial number (SN)
A video or photo evidence that clearly shows the product's defect or damage
If you have not received your shipment after a significant delay, please contact your designated logistics carrier promptly. If you are unsure of your order tracking number, please provide your order number to us for further assistance.
If you have made an ordering error for reasons attributable to yourself but the product remains unopened upon arrival you may return it within 30 days, however, you will be responsible for any return shipping fees incurred. Once we receive and confirm the returned product is in good condition, we will proceed with your refund. However, if you have already opened the product due to personal preference or have simply changed your mind, this will fall outside our return and exchange policy.
2. Malfunction or Serious Product Quality Issues.
To assist you in using our products effectively, we ask that you carefully read any user product manuals before using the device you have purchased.
If you encounter any malfunctions or product quality issues that affect the functionality of your product, you can refer to the FAQ page on our official website. We typically process your feedback within 1-2 business days and provide troubleshooting assistance.
The aforementioned returns and exchanges are applicable only to quality issues that occur within one year from the date of purchase.
3. Product unsuitability
Before purchasing Morus products (such as Morus Dryer, Morus Washer), please ensure that the product you are purchasing is suitable for your needs before placing your order.
With the exception of refunds for damaged or defective merchandise, shipping, delivery, and handling charges are nonrefundable, and return shipping or pickup fees may apply.
All returned merchandise must be in the same condition as sold, with all included accessories. If condition differs, we reserve the right to refuse the return or to charge a restocking fee of 15%.
4. Order Cancellation
We strive to process all orders within 2 business days (excluding Saturdays, Sundays, and holidays). If you wish to cancel your order, please contact us promptly via email/live chat within 2 business days. If your order has not been shipped yet, we will process your refund once we have received your request, please note: this may also take 1-2 business days.
If your order has already been shipped and you still need to cancel, we will attempt to have the designated courier return your order to us. However, this is on a case-by-case basis, and is not guaranteed.
If your order is successfully returned, we will process your refund within 1-2 business days from the return date.
If we are unable to recall your order, please refuse to accept it upon receipt. If we receive a product that has been opened, we cannot provide a full refund. Once your package is confirmed to be in transit back to us, we will process your refund within 1-2 business days.
Once we have processed your refund, your financial institution may require an additional 3-7 business days to process your refund.
5. Return and Refund Procedure
1. If you need to return or exchange a product due to the aforementioned circumstances, please provide the following information to contact us. We typically process return and exchange requests within 1-2 business days.
- Order number
- Reason for return/exchange
- Video/photo evidence
- Product's serial number (SN)
Please provide clear reasons and videos to help us with your return/exchange.
2. Once eligibility for return or exchange is confirmed, we will provide you with a return shipping address.
3. Customers must provide a tracking number when shipping products.
4. Once we receive the returned product and confirmed its condition, we will process your refund within 1-2 business days.
The time it takes for products to be sent back to our warehouse varies and may take up to as long as 1 month. Our warehouse accepts returns every two weeks . If you find that your return has not been processed according to your expectations, we would ask that you please wait patiently; (our warehouse is located in the United States), and we will deal with your return as fast as we can.