Refund Policy
Last updated: October 2025
For any refund-related questions, contact us at:
This Refund Policy explains when charges occur on MOQ Pools, when refunds apply, and how refund requests are handled. It should be read together with our Terms of Service, Payment Protection, and Shipping Policy.
When You're Charged
Before MOQ Is Reached
- When you join a pool, your payment method may be authorized or temporarily held
- Funds are not released to any supplier
- If the pool does not reach MOQ, the authorization is automatically voided or refunded
Typical timing:
Authorizations usually disappear within 1–3 business days, depending on your bank or card issuer.
After MOQ Is Reached
- Once a pool reaches MOQ and supplier terms are reconfirmed, payment may be captured
- Funds are released in stages, not all at once
- Execution may still be paused or canceled if supplier obligations are not met
If a Pool Does Not Proceed
If a pool:
- does not reach MOQ by the deadline, or
- is canceled before execution begins
You will receive a full refund to the original payment method. No supplier is paid in these cases.
Refund Eligibility (After MOQ Is Reached)
Once execution has begun, refunds depend on the situation below.
| Situation | Outcome |
|---|---|
| Item damaged or defective | Replacement or refund |
| Wrong item received | Replacement or refund |
| Order never shipped | Full refund |
| Order lost in transit | Refund after carrier investigation |
| Buyer changes mind | Not eligible after execution begins |
Refunds are assessed based on available evidence and supplier/carrier confirmation.
Partial Refunds (Split or Multi-Item Orders)
If only part of an order is affected:
- Refunds apply only to the affected portion
- The remaining fulfilled items are not refundable
What Is Not Refundable
Refunds are not provided for:
- Buyer remorse after execution has begun
- Delays that remain within the stated or updated delivery window
- Customs duties, taxes, VAT, or import fees
- Issues caused by incorrect shipping information provided by the buyer
Refund Process
If a refund is approved:
- Funds are returned to the original payment method
- Processing typically takes 5–10 business days
- You'll receive an email confirmation once the refund is issued
Actual timing may vary by bank or payment network.
Chargebacks & Payment Disputes
If you experience an issue:
- Please contact support first so we can assist and attempt resolution
- Payment disputes and chargebacks are handled according to Stripe, PayPal, and card network rules
Filing a chargeback without contacting support may delay resolution.
Important Notes
- MOQ Pools does not operate a licensed escrow service
- Payments are conditional and released in stages
- MOQ Pools may cancel orders to protect buyers if supplier obligations are not met
- This Refund Policy does not override our Terms of Service
Contact
For refunds, disputes, or order issues:
or contact us through the Support section of your account.