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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.
Check your items and pack them securely in a suitable box. Ideally, use the original shipping box.
Create a shipping label with a shipping service provider 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 parcel to the selected shipping provider or use a parcel locker. Be sure to keep the tracking number.
After receiving and inspecting your return, we will usually refund the amount within approximately 14 days.
A return can be completed in just a few steps: First, check your items and pack them securely in a suitable box. Then label the package clearly (or use an address label) and drop it off at a post office or a parcel station. Please keep the tracking number so you can follow the shipment if necessary. Once your return has arrived at our facility, we will inspect it and usually refund the amount within approximately 14 days.
Please pack your items in a way that ensures they are well protected during transport. We recommend using a sturdy box or the original shipping carton. Make sure the products cannot move around inside the package. Especially for fragile items, additional padding is recommended to ensure everything arrives safely.
Write our address clearly on the package or use an address label. Please send returns to:
Moze GmbH
An der Haarbrücke 6
49716 Meppen
Germany
You can drop off your package at a post office or at a parcel station, depending on the shipping method you choose. It is important to keep the tracking number or proof of shipment. This allows you to check the shipping status and serves as proof in case of delays during transit.
As soon as your return arrives, it will be inspected by our team and the refund process will be initiated. You will usually receive your refund within approximately 14 days. Depending on the payment method and bank, the credit may take slightly longer in individual cases.
If an item arrives damaged, please contact us first via WhatsApp. 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 possible solution together. Please keep the outer packaging until you have received further instructions from us.
We do not provide return labels. Returns must therefore be shipped independently, and the cost of return shipping is not covered by us.
Please also note that we cannot accept used items for return – regardless of whether they are shishas or other products. To ensure a smooth refund process, every return is carefully inspected and only items in unused, original condition can be accepted.
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