Return policy

Terminal Card Reader Return Policy

30 Days Return

We have a 30-day return policy, which means you have 30 days after ordering your item to request a return or an exchange. Please note that you will need to return the orders in original packaging (along with all accessories).

To start a return or an exchange, you can contact through our support chat or email us at support@moego.pet, and provide the following information:

  • Confirm whether you are requesting a return or an exchange
  • Information of the order, such as order id, recipient name or email.
  • What item you need to return/exchange
  • Reason for the return/exchange
  • If it's an exchange, please provide a valid shipping address.


If your return is accepted, we’ll send you a return shipping label. You can send the item back with the shipping label. Once the item is returned, we will issue you a refund on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

If you are requesting an exchange, we will send you a new item once your request is accepted. We will also send you a return shipping label—please use it to return the old item. Please note that we will only provide a free exchange if you return the old item. If the old item is not returned after 30 days of the new item being shipped, we will need to charge you for the new item. The charge will include the cost of the new item, tax, and shipping fees.

One-Year Warranty

We provide an one-year limited warranty against defective and faulty readers. The warranty period starts on the date of your original purchase of the Stripe Terminal Product from Stripe, and ends one year after that date. 

If your item is within the scope of the warranty, you can request an exchange through our support chat or email us at support@moego.pet, and provide the following information:

  • Information of the order, such as order id, recipient name or email.
  • What item you need to exchange
  • Reason for the exchange
  • Please provide a valid shipping address.

If your exchange is accepted, we will send you a new item. We will also send you a return shipping label—please use it to return the old item. Please note that we will only provide a free exchange if you return the old item. If the old item is not returned after 30 days of the new item being shipped, we will need to charge you for the new item. The charge will include the cost of the new item, tax, and shipping fees.

 

Find the serial number for a Stripe Terminal card reader device

Reader M2

The serial number is listed in small letters on the back of the reader in the second line of text after 'SN: '. You can also find the reader serial number after connecting to the reader using the iOS & Android example app. The serial number begins with the prefix STRM.

BBPOS WISEPOS E

The serial number is listed on a sticker on the back of the reader. It begins with “WSC” and is printed on the second line of text -- the line beginning “S/N”.