Effective Date: June 1, 2025
This policy outlines the terms and conditions for returns and refunds for all wholesale (B2B Reseller) purchases made from Moist SAP. Our goal is to ensure customer satisfaction while maintaining fair and consistent practices for our business partners.
1. General Policy Statement All sales are considered final unless the product is defective, damaged in transit, incorrect, or falls under the specific Amazon Listing Approval clause detailed below.
2. Eligibility for Returns & Refunds
- Damaged, Defective, or Incorrect Products:
- Claims for damaged material, defective products, or shortages must be made immediately upon receipt of goods, and no later than five (5) business days from the delivery date.
- To initiate a claim, please contact us at admin@moistsap.com with your order number, a detailed description of the issue, and clear photographic evidence of the damage or defect.
- Upon verification, Moist SAP will arrange for a replacement, credit, or full refund, including original shipping costs (if applicable and paid to Moist SAP), and cover the return shipping costs for the damaged/defective items.
- Amazon Listing Approval (Specific to Amazon Resellers):
- Listing Approval: Some listings require Amazon approval with a paid commercial invoice. We provide this invoice after payment and will confirm details with Amazon if requested.
- Reseller Support: Our team is available to assist with Amazon communication and supply supporting documentation when needed.
- Refund Policy: If Amazon denies approval and prevents sales, we will issue a full refund upon notification.
- Shipping Policy: Orders will only be shipped once Amazon approval is confirmed and all selling details are finalized.
- Other Returns (Non-Damaged/Non-Defective):
- Returns for reasons other than damage, defect, or Amazon listing denial are generally not accepted for wholesale orders due to the nature of our products and wholesale pricing structure.
- Any exceptions will be at the sole discretion of Moist SAP and may be subject to a restocking fee (see Section 4). Products must be in their original, unopened, and unused condition.
3. Return Process
- Contact Moist SAP: All returns or refund requests must be initiated by contacting Moist SAP at admin@moistsap.com or 248-835-7000. Please include your company name, order number, the item(s) in question, and the reason for the return/refund.
- Authorization: Do not return any products without prior authorization from Moist SAP. Unauthorized returns may not be accepted or refunded.
- Return Shipping:
- For damaged, defective, or incorrect products, Moist SAP will provide a prepaid shipping label or arrange for pickup.
- For any other authorized returns, the customer is responsible for all return shipping costs.
- Packaging: All returned products must be securely packed in their original packaging (if available) or equivalent protective packaging to prevent further damage during transit.
4. Refund Processing
- Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved refunds will be processed to the original payment method within 5-10 business days of approval.
- Original shipping charges are non-refundable unless the return is due to an error by Moist SAP (e.g., damaged/defective product, incorrect shipment).
- Processing Fees: Any processing fees incurred on the original payment (e.g., the 3% fee for credit card/PayPal payments) are non-refundable, unless the return is due to an error by Moist SAP or falls under the Amazon Listing Approval clause, which explicitly states "full refund."
- Restocking Fee: For any authorized returns not due to Moist SAP's error (e.g., customer order error, change of mind if an exception is made), a restocking fee of 15% of the product's wholesale price may be applied.
5. Non-Returnable Items
- Products that have been opened, used, or altered from their original condition (unless defective).
- Products not purchased directly from Moist SAP.
- Products damaged due to customer mishandling, improper storage, or misuse.
- Products for which a return request is made after the specified claim period.
6. Contact Information For any questions regarding this policy or to initiate a return/refund request, please contact us using the details below:
- Email: admin@moistsap.com
- Phone: 248-835-7000
- Address: Moist SAP, 26141 W Eight Mile Road, Redford, MI 48240