At Moanaya, we believe policies should feel fair — not intimidating.
If something doesn’t feel right, we want you to feel comfortable reaching out. This policy exists to set clear expectations while protecting both you and us.
You may request a return if all of the following conditions are met:
The request is made within 14 days of delivery
The product is unused, unopened, and in original packaging
All accessories, manuals, and components are included
Proof of purchase (order confirmation or receipt) is provided
Returns that do not meet these criteria may be declined.
For hygiene, safety, and quality reasons, we cannot accept returns for:
Products that have been used, worn, or assembled
Items with damaged or missing packaging
Clearance or final sale items
Products returned after the 14-day window
This policy ensures fairness to all customers.
To start a return, please email us at:
Include:
Your order number
Product name
Reason for return (brief is fine)
Our team will guide you through the next steps.
Please do not send items back without authorization, as unapproved returns may not be processed.
Customers are responsible for return shipping costs unless the item is defective or incorrect
We recommend using a trackable shipping service
Moanaya is not responsible for lost or damaged return shipments
Shipping fees are non-refundable unless the return is due to our error.
Once we receive and inspect the returned item:
Approved refunds are processed within 7–10 business days
Refunds are issued to the original payment method
You will receive a confirmation email once processed
Please note:
Bank or payment provider processing times may vary and are outside our control.
At this time, we do not offer direct exchanges.
If you would like a different product, we recommend:
Completing a return (if eligible), then
Placing a new order for the desired item
This ensures faster processing and availability.
If your item arrives damaged or defective, please contact us within 48 hours of delivery.
Include:
Your order number
Clear photos of the issue
A brief description
If confirmed, we will arrange a replacement or refund at no additional cost to you.
If you received the wrong item, contact us as soon as possible.
Once verified, we will:
Arrange a return of the incorrect item, and
Ship the correct product at no extra cost
If you haven’t received your refund:
Check your bank or payment provider
Contact your card issuer (processing times vary)
Reach out to us if the issue persists
We’re here to help clarify — not complicate.
For international returns:
Customers are responsible for customs duties or return shipping fees
Refunds do not include customs charges, taxes, or import fees
Please consider local regulations before returning an item.
Moanaya reserves the right to refuse returns if:
Products show signs of use
Return conditions are not met
Abuse of the returns policy is suspected
This protects fairness for all customers.
We understand that buying fitness equipment is a personal decision.
That’s why we aim to be transparent, fair, and human in every interaction.
If you’re unsure about a product before purchasing, we encourage you to contact us — we’re happy to help you choose with confidence.