Return Policy

Returns & Refunds — Our Care-First Approach

We want you to feel confident trying moxibustion with us. If something doesn’t feel right, we’re here to help—not judge.

What is your return window?

You can request support for a return or resolution within 60 days of delivery.
That gives you time to explore, learn, and decide at your own pace.

Can I return a product if I’ve already used it?

We understand that moxibustion can feel different for each person.

Because our products involve direct contact and heat, we’re unable to accept used items for resale.
That said, you are not on your own if a product doesn’t work for you.

If you’ve already tried a product and aren’t satisfied, please contact us. Depending on the situation, we may offer:

  • Personalized guidance to improve your experience

  • A recommendation for a more suitable product

  • An exchange or store credit

  • In some cases, a partial refund

Our goal is to make sure you don’t feel stuck with something that isn’t right for you.

What if I opened the product but didn’t really use it?

If an item has been opened but not used, please reach out to us.
We’ll review it case by case and do our best to help.

Can I return an unused product?

Yes. Unused, unopened items in original packaging may be returned within 60 days for a full refund.

We keep this process simple and straightforward.

What if my item arrives damaged or incorrect?

We’re sorry if that happens—it’s not the experience we want for you.

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
We’ll arrange a replacement or full refund, including shipping costs.

Photos help speed things up, but we’ll guide you through everything.

How do I start a return or request help?

Just send us an email with:

  • Your order number

  • The product in question

  • A brief note about return request

📧 Email: returns@moxiarm.com

Our team responds within 7 days, often sooner.

Who covers return shipping?

  • For standard returns, customers cover return shipping

  • For damaged, defective, or incorrect items, we cover all return shipping costs

We recommend using a trackable shipping method for peace of mind.

When will I receive my refund?

Once we receive and inspect any returned item:

  • Refunds are processed within 5–7 business days

  • Funds are returned to the original payment method

  • You’ll receive a confirmation email when complete

Are original shipping fees refundable?

Original shipping fees are non-refundable, unless the return is due to our mistake.

What if I’m outside the 60-day window?

Please contact us anyway.

While we can’t guarantee a refund after 60 days, we review requests with care and fairness and will do our best to support you.

Why do you have different rules than Amazon?

Large marketplaces can resell or discard used products at scale.
As a wellness brand, we prioritize safety, hygiene, and personal care.

That’s why we focus on support, guidance, and alternatives, rather than automatically turning people away.

Our Promise

We believe trust is built through honesty, empathy, and clear communication.
If something doesn’t feel right, reach out—we’ll walk through it together.