Refund Policy
1. Limited Refund Circumstances
Moes Group LLC maintains strict refund standards. Refunds are only considered underthe following exceptional circumstances:
(a) Product/Service Defect: If you receive a product or service that materially deviates from the final approved sample due solely to Moes Group’s manufacturing error, you may be eligible for a refund. Defects must be reported within 24 hours of receiving the product or service.
(b) Non-Delivery: In the event that you have not received the product or service purchased from Moes Group LLC within a reasonable time frame and can provide concrete evidence of non-delivery, you may be eligible for a refund.
(c) Pre-Production Manufacturing: For manufacturing services, refunds are only available if requested in writing before manufacturing begins. Manufacturing begins when Moes Group orders materials, packaging, allocates production capacity, or initiates any preparatory activities for your order.
(d) Once the manufacturing process has commenced, any termination by Client shall be deemed a termination for convenience, unless it is due to non-conformance. If Client terminates this Agreement for convenience prior to the
expiration of the two-year term after manufacturing has begun, Client shall, within thirty (30) days of termination, pay: (i) the full cost of all units produced to date; (ii) the full cost of all materials purchased or committed; and (iii) an amount equal to thirty percent (30%) of the remaining contract value. These amounts are intended to compensate Moes Group for lost profits, dedicated production capacity, and business disruption.
(e) Custom Packaging and Materials: All custom packaging materials, approved and ordered specifically for Client, including but not limited to boxes, labels bearing Client's name or branding, jars, lids, and any other packaging components not part of Moes Group's standard inventory, shall be the sole financial responsibility of Client. Client shall pay for the full cost of all such custom materials regardless of whether the Agreement is terminated for convenience, terminated due to product non-conformance of other products, or for any other reason.
Custom labels are subject to a minimum order quantity of 10,000 units per SKU, regardless of production order size. Additionally, Moes Group prints 10% above the ordered label quantity to ensure adequate supply for samples, quality control, and protection against damage during transport. Client is responsible for the full cost of all labels printed, including the 10% overage.
Once approved and ordered, custom packaging costs are non-refundable and non-creditable unless they are damaged, and are calculated independently from finished product costs in the event a refund is given for any reason.
2. Non-Refundable Items
The following items or services are categorically non-refundable:
(a) Personalized or Customized Products/Services: Products or services personalized or customized according to your specifications are non-refundable, except for product that materially deviates from the final approved sample due solely to Moes Group’s manufacturing error
(b) Downloadable Digital Products: Downloadable digital products, including e-books or software, are non-refundable once downloaded
(c) Services Rendered: Any services that have been partially or fully rendered arenon-refundable
(d) Manufacturing After Commencement: Once the manufacturing process begins as defined above, no refunds are available, unless convenience or non conformance.
3. Refund Calculation and Processing
Refund Amount: All approved refunds are subject to:
• (15%) of the contract value as a processing fee paid to Moes Group
• All credit card and payment processing fees
• Any costs already incurred by Moes Group LLC
4. Refund Request Process
To request a refund under this policy, you must:
(a) Contact Requirements: Contact customer support at hello@moesgroup.org with your order details, including the product or service purchased and clear evidence supporting your refund request
(b) Verification Process: Moes Group will conduct thorough review of your request, and additional documentation may be required
(c) Response Timeline: Moes Group will respond within five (5) business days with approval or denial
(d) Processing Time: Approved refunds processed within thirty (30) days using same payment method as original purchase
(e) Claims Waiver: Accepting a refund waives all related claims against Moes Group LLC
5. Refund Approval Standards
Refunds will only be granted in cases where there is indisputable evidence of product/service defect, non-delivery, or during pre-production manufacturing phase. All other requests will be denied.
General Provisions
Indemnification
Customer agrees to indemnify and hold harmless Moes Group LLC, its officers, agents, and employees from any claim or liability, including legal fees, arising from the use of services/products and any breach of these policies.
Limitation of Liability
Customer indemnifies Moes Group from all claims arising from Customer specifications, product design, marketing, product liability claims, and regulatory violations. Moes Group's liability is limited to amounts paid by Customer. No consequential damages liability.
Force Majeure
Neither party liable for delays due to circumstances beyond reasonable control including supply chain disruptions, natural disasters, or government actions.
Dispute Resolution
These policies are governed by California law. Disputes resolved through negotiation, mediation, then binding arbitration in Orange County, California. Prevailing party recovers reasonable attorney fees.
Confidentiality
Both parties will maintain confidentiality of proprietary information and trade secrets shared during the course of any agreement.
Severability
If any provision is deemed invalid or unenforceable, remaining provisions shall continue in full force and effect.
Amendment and Modification
These policies may only be amended in writing, signed by authorized representatives of both parties.
Integration with Other Agreements
These policies supplement and are incorporated into all proposals, manufacturing agreements, and service contracts with Moes Group LLC. In case of conflict, the terms of executed proposals and manufacturing agreements shall control for specific transactions.
Acceptance and Binding Effects
Customer Acknowledgment
By engaging with Moes Group LLC for services/products, making payments, or accepting deliveries, Customer acknowledges reading, understanding, and agreeing to be bound by these policies under California law.
Contact Information
Moes Group LLC
9743 Independence Avenue
Chatsworth, CA 91311
Email: hello@moesgroup.org
Policy Updates
Moes Group LLC reserves the right to update these policies as needed. Significant changes will be communicated through prominent notices on our website or by other reasonable means. Continued use of services after notice constitutes acceptance of updated terms.