Returns & Refund Policy

Returns & Refund Policy

Last updated on: August 9, 2026

Overview

At Mozaer, we want customers to understand return eligibility, return steps, refund timing, return shipping responsibility, and custom product limitations before placing an order. Please review this policy carefully before purchasing.

Return Eligibility for Eligible Non-Custom Items

Eligible non-custom items may be returned within 30 days after delivery if they meet all of the following conditions:

  • The item is new, unused, and unaltered.
  • The item includes all original packaging, accessories, and documents.
  • The item is not damaged after delivery.
  • The return request is approved by our customer service team before the item is sent back.

Custom and Prescription Lens Orders

Custom-made items, prescription lenses, lens upgrades, and products configured specifically for your order are not eligible for return or exchange for change of mind, incorrect customer selection, personal preference, or incorrect prescription details provided by the customer.

Custom-made items and prescription lens orders are returnable only if they are defective, damaged, incorrect, or not as described. Please contact us within 7 days after delivery if you receive a defective, damaged, incorrect, or not-as-described item.

Defective, Damaged, Incorrect, or Not-as-Described Items

If you receive an item that is defective, damaged, incorrect, or not as described, please contact us at service@mozaer.com within 7 days after delivery. Please include your order number, a description of the issue, and clear photos or videos showing the problem.

After reviewing your request, we will provide instructions for the return, replacement, exchange, or refund process according to the approved case.

Return Process

To request a return, please follow these steps:

  1. Contact our customer service team at service@mozaer.com.
  2. Provide your order number, the reason for return, and any relevant photos or videos.
  3. Wait for our customer service team to review and approve your request.
  4. If approved, we will provide a Return Merchandise Authorization (RMA) number and return instructions.
  5. Securely package the item with all original packaging and accessories.
  6. Send the package only to the authorized return address provided for your approved return.

Please do not send any item back without receiving a Return Merchandise Authorization (RMA) number from us. Returns sent without authorization may not be accepted.

Authorized Return Address

The following address is used for approved return packages only. Please contact us first and obtain return authorization before sending any package.

Authorized Return Address for approved returns only: 112 Logan Avenue, Dixon, Illinois, United States, 61021

This address is used only for approved return packages. It is not our registered office or customer service office.

Refunds

After we receive and inspect the returned item, we will notify you whether your return is approved or rejected. If approved, the refund will be issued to the original payment method, or an exchange may be arranged according to the approved return request.

Refunds to the original payment method may take 5 to 10 business days to appear on your statement after the refund is processed. Processing times may vary depending on your payment provider.

Return Shipping Costs

For eligible non-custom returns that are not caused by a defect, damage, incorrect item, or item not as described, customers are responsible for return shipping costs.

If the return is approved because the item is defective, damaged, incorrect, or not as described, we will provide instructions for the return or replacement process.

Non-Returnable Situations

Items may not be eligible for return if they are used, worn, altered, damaged after delivery, missing original packaging or accessories, returned without authorization, or outside the applicable return window. Custom-made items and prescription lens orders are subject to the custom order rules above.

Business and Contact Information

Mozaer is operated by QIANYI TRADING CO., LIMITED, a Hong Kong registered company. We also maintain a China office address for business administration and customer support coordination.

Business Name: QIANYI TRADING CO., LIMITED

Business Registration No.: 59786532

Registered Office: UNIT 1405A 14/F, THE BELGIAN BANK BUILDING, NOS. 721-725 NATHAN ROAD, MONGKOK, KLN, HONG KONG

China Office Address: Room 302, Building 3, No. 28 Yumin Road, Xinfu District, Fushun, Liaoning 113000, China

Customer Support Email: service@mozaer.com