Returns & Exchanges

Thank you for choosing Moá Mae Equestrian. We want to ensure you have a positive shopping experience. Please review our returns & exchanges policy for UAE and international orders below.

What is your return policy?
We accept returns within 7 days from the date of delivery. Items must be in new, unused condition with original tags and packaging.

Do you offer exchanges?
We offer exchanges for orders in the UAE. To initiate an exchange, please reach out to us at exchanges@moamae.com, making sure to include your order number and specify the item(s) you intend to exchange. Once you've initiated the exchange, our customer care team will coordinate the collection. Upon the item's arrival at our warehouse and approval for exchange, we'll promptly issue store credit to your account. With the store credit available, you can immediately place a new order for the desired item. If you have any queries or concerns about your exchange, our customer support team is here and ready to assist you promptly!

Unfortunately, at this time, we do not offer exchanges for international orders. The quickest way to get the product you want is to initiate a return and place a new order. We apologize for any inconvenience this may cause. If you have any concerns or questions about your order, please contact our customer care team, and we will be happy to assist you.

How do I initiate a return?
To initiate a return, please contact our customer care team at returns@moamae.com. Provide your order number, reason for return, and any relevant details. Our team will guide you through the process.

Free returns for UAE orders
For UAE orders, we offer free return shipping.
For international orders, the customer is responsible for return shipping costs unless the item is damaged or defective. Please ensure that you use a reliable shipping method with tracking to ensure the safe return of the item.

How will I receive my refund?
Refunds will only be processed after the item(s) returned have been approved. We will process your refund in the original payment method used for the purchase or issue store credit (excluding, where applicable, the original delivery charges and cash handling fees). Please note that for orders placed using the "Cash on Delivery" (COD) payment method, the refund will be provided in the form of store credit. 

What items are eligible for return?
Some items are non-returnable, including personalized or custom-made items and items marked as final sale. Please check the product description for any specific return restrictions.

Damaged or Defective Items
We follow a strict protocol before sending products out to you to ensure their quality. However, if you do encounter such an issue, please reach out to our customer support team within 24 hours. We will swiftly address the matter and will guide you through the process of returning the item for a replacement or refund.

We strive to provide excellent customer service and resolve any issues promptly. If you have any further questions or need assistance, please don't hesitate to reach out to our team at contact@moamae.com or message on our WhatsApp.