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Our offer is only for you if you are of legal age. Please confirm that you are at least 18 years old to proceed.
Our offer is only for you if you are of legal age. Please confirm that you are at least 18 years old to proceed.
First of all: It is important to know why you want to return an item, because in some cases a return is not necessarily required and in other cases simply not possible. A return is possible in the following cases:
1. If you have not used the item and would like to return it.
Unused items can be returned without stating a reason within 14 days of receipt.
2. If a product arrives damaged upon delivery, please contact us first via WhatsApp. In many cases, we can arrange a replacement directly. If a return is necessary, this will be handled after prior consultation with us.
To ensure that we can correctly assign your return, it is important for us to know which order the package belongs to and why you would like to return the item.
You can either fill out our online form or print the PDF linked here and enter the required information by hand. If there is not enough space, please print the document multiple times.
Important: If you choose to print the form, one completed copy must be included in the package. The second copy is for your records. If you do not announce your return in advance, this may lead to delays in processing.
Please check your items and pack them securely in a suitable box. Ideally, use the original shipping carton.
Create a shipping label with a carrier of your choice (e.g. DHL, Hermes, DPD) – either online or directly at a nearby service point.
Moze GmbH
An der Haarbrücke 6
49716 Meppen
Germany
Important: We do not provide return labels and do not cover the costs of return shipping. Used items (whether shishas or other products) are excluded from returns. Every return is carefully inspected upon arrival.
Hand in the package to the selected shipping provider or use a parcel locker. Please make sure to keep the tracking number.
After your return has been received and inspected, we will usually refund the amount within approximately 14 days.
Yes. To ensure that we can correctly assign your return, you must announce it before shipping. You can do this either via our online form or by using the completed return form (PDF).
If you use the online form, no printout is required. If you use the PDF, please include the completed form in the package. Returns that are not announced in advance may result in delays in processing.
You can return unused items within 14 days of receipt without giving a reason. Used items are excluded from returns.
If a product arrives damaged, please contact us via WhatsApp first. In many cases, we can arrange a replacement directly. A return shipment will then only be carried out after prior agreement.
You can announce your return either via our online form or by completing the return form (PDF).
If you use the PDF, you can print it and fill in the information by hand. If there is not enough space, please print the document multiple times. Then include the completed form in the package. If you use the online form, no printed version is required.
Please pack your items so that they are optimally protected during transport. We recommend using a sturdy box or the original shipping carton.
Make sure that the products cannot move inside the package. Especially for fragile items, additional padding is recommended to ensure everything arrives safely.
Please send returns to the following address:
Moze GmbH
An der Haarbrücke 6
49716 Meppen
Germany
We do not provide return labels. You will need to create the shipping label yourself with a carrier of your choice (e.g. DHL, Hermes, DPD), either online or directly at a service point.
The costs for return shipping are not covered by us.
You can drop off your package with the selected shipping provider or, depending on the carrier, use a parcel locker or parcel shop. It is important that you keep the tracking number or receipt of shipment.
This allows you to track the shipment and serves as proof in case of delays during transit.
Once your return has arrived, it will be carefully inspected by our team. We only accept items that are unused.
If everything is in order, the refund process will be initiated.
After your return has been received and inspected, we will usually refund the amount within approximately 14 days.
Depending on the payment method and financial institution, the credit may take slightly longer in individual cases.
If an item arrives damaged, please contact us via WhatsApp first. Ideally, send us photos of the item as well as the outer packaging.
This allows us to review the case quickly and find the best solution together. Please keep the outer packaging until you receive further instructions from us.
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