FAQs

Currently, Moyu Home has only one official website. All domain names with Shop or other names behind them are fake websites. If you place an order on these websites, you will not be protected!

Order Help

Shipping Policy

Shipping terms: moyu offers free shipping on all orders to South African countries. For customized products that need to be shipped from China to South Africa, we charge customs duties and excess shipping fees to ensure that you receive them free and clear upon delivery. For detailed shipping information, please click here.

Moyu offers many promotions and discounts throughout the year. To view current promotions, visit our promotions page. To stay up to date with current promotions, new products, and trending styles for bathroom and kitchen spaces, please sign up for our newsletter by entering your email address in the subscribe field located at the footer of our website.

Moyu offers significant discounts to qualified and licensed trade professionals but not limited to plumbing contractors, home builders, interior designers, and architects. For more information about us, please contact our customer service staff at (+27)-0768458417 or email us at Mooyu11@outlook.com

All packages should be inspected upon delivery. All The Courier Guy packages and common carrier shipments (tractor-trailer) must be inspected for damage within 48 hours of delivery. Damage claims made after these periods may be denied by The Courier Guy or the freight carrier. For more instructions on the correct procedure, please view our Check Your Package page.

Please check your order for missing parts and accuracy within 48 hours of delivery time. If you find any parts missing or incorrect, please call our customer service team toll-free at (+27) 0768458417 or email us at Mooyu11@outlook.com and we will ship the parts you need. After this period, we reserve the right to assume that the item arrives with all the correct parts.

Moyu will notify you by email once we have received and processed the returned product. After receiving the item(s) and checking it is correct, you will be refunded within 48 hours.The refund will be made to the account that the funds were originally drawn from.

In the rare event that we ship the wrong item to you, please contact our customer service as soon as possible at   (+27) 0768458417, or contact us at Mooyu11@outlook.com. We will ship the correct item to you and pick up the incorrectly shipped item.

An account is not required to place an order, although creating an account provides faster checkout, current order status, order history, and more. Customers without an account can place an order. If you would like to create an account, please visit our Create Account page or fill out your account information on the Guest Checkout page when placing your order.

We accept the following payment methods: PayFast、Ozow、EFT、PayPal、Payflex.

We require full payment before processing the order. In some cases, you may see a charge on your credit card statement before receiving the item. This can happen when you order an item with a longer lead time towards the end of your credit card billing cycle. If you have any questions, please contact our customer service staff as soon as possible on (+27) 0768458417 or email us at Mooyu11@outlook.com.

Please note that Moyu can only accept credit card payments from accounts in the South Africa. If you place an order online with a credit card from any other country, your order will be canceled and your credit card will be automatically refunded. Depending on your credit card company, it may take up to 10 business days for refunds to be returned to the credit card. If placing an order online, we will contact you for alternative payment options and your shipping quote.

You can pay with cash, a credit card originating in the South Africa, PayPal, PayPal Credit, or wire transfer. For wire transfers, orders under R10000 will incur an additional R150 wire transfer fee. Customers will be responsible for any taxes, duties, customs, or brokerage charges that may arise in addition to drop shipping costs.

For all our payment methods, please visit our payment methods page.

Our warehouse is open and you are welcome to visit at any time, if you need to visit, please contact our customer service staff at (+27) 0768458417 or email us at Mooyu11@outlook.com.

If you need to cancel your order, please contact our customer service staff at (+27) 0768458417 as soon as possible, or email us at Mooyu11@outlook.com. You can cancel standard orders before shipping. Our return policy takes effect after the order is shipped.

Moyu will charge no additional fees if you comply with our return policy. If you do not comply with one or more of the stated policies, the following charges may apply:

  • Damaged product box – 10% fee.
  • Return to an incorrect location – 25% restocking fee.
  • A 15% restocking fee applies for packages or shipments that are refused return upon delivery.
  • Goods returned due to non-acceptance of delivery appointments or refusal to make a timely appointment with the carrier; 15% restocking and return shipping charges apply for returned goods.

To view our full return policy, click here.

Need to set up returns? Email our customer service team at Mooyu11@outlook.com.

Returns can only be made within 30 days of receiving your product, and all products must be in a resaleable condition and free of damage or defects. No refunds will be given if the product is returned in an unsellable condition. This product had to be installed and must be returned in its original packaging. The customer is responsible for return shipping.

Please note that special order items and custom products are non-returnable and cannot be canceled once production begins, and sales of all products marked “non-returnable” are final.

To return a product, you will need to send our Customer Service Team a Return Material Authorization by emailing Mooyu11@outlook.com.

To avoid any additional charges, please include all original packaging materials, manuals, and accessories that came with the product. Please make sure the product is safe in the packaging so no damage will occur on the way back to our warehouse. We recommend that you double-pack the item to protect it from shipping damage.

We recommend returning products including proof of delivery.

After your order ships, Moyu will send you an email with a tracking code. You can track every step of your package directly from our order tracking page. Customers with a Moyu account can also view order history and status.

Please call our customer support team at (+27) 0768458417 to contact our customer service staff or email us at Mooyu11@outlook.com.

Customer Service Hours:

Monday to Friday: 9:00 am to 6:00 pm

Saturday & Sunday: Rest

*Please note: All times are South African time (UTC/GMT 9:00-6:00)

Check your order for damage within 48 working hours after the delivery time. In the case of a bathtub, please follow the inspection and/or unpacking documents you received from Moyu to protect you from liability for shipping damage. If you cannot reasonably inspect an item that requires a signature on delivery (like most tubs), please sign and print the receipt One crate received – content not checks; This does not guarantee that the shipper will pay the damage claim, but it is more efficient than signing the goods should be “free from damage”.

If you are unable to inspect the item upon delivery, please do so within 48 hours.

If your product is damaged in transit, please call our customer support team at (+27) 0768458417 or contact us at Mooyu11@outlook.com. We will not honor claims made more than 48 business hours after delivery.

Damage in transit is the responsibility of the shipping company/carrier (eg: Ourier Guy/Fastway 、CTM Delivery、Specialized Freight).

Defective items are covered by their manufacturer’s warranty. Please call our customer support team at (+27) 0768458417 within 48 hours of delivery, or contact us at Mooyu11@outlook.com. We will make every effort to resolve the issue quickly.

Each brand offered by Moyu comes with a respective manufacturer’s warranty. Warranties can be viewed on the product page under the Overview tab. For more specific warranty questions, please call our customer support team at (+27) 0768458417 or contact us at Mooyu11@outlook.com.

Absolutely. We take security and privacy seriously and take many steps to ensure a safe and secure environment for our customers.

Safety to ensure our customers’ safe and secure experience, our website uses SSL (Secure Sockets Layer) encryption. This encryption is a standard security process used by commercial websites to protect your personal and financial data from inappropriate use. You’ll know you’re in “safe mode” when you see a closed padlock in your browser’s address bar.

Privacy Moyu will never sell, rent, or give away any information you provide to us to any individual, business, or organization that is not involved in processing your order. The information you provide is only used to process orders, customize your shopping experience, improve our store, and communicate with you.

To provide a great customer experience, our shopping cart, analytics (Google and Microsoft), and remarketing campaigns place small amounts of code, also known as “cookies”, on your computer. This is a commonly used code that allows our website to remember your order. You can delete this cookie after your order has been processed. If your browser is set to automatically refuse cookies, you will receive an error message when trying to place an order.

All communications from Moyu are email communications regarding orders, catalog requests, promotions, social media, or opt-in. Our website also contains links to our social media accounts such as, but not limited to, Facebook, Instagram, Pinterest, Twitter, and Houzz. Interaction with these features is governed by the privacy policy of the company that provides it.

If you would like Moyu to delete all of your user data, please contact our Customer Service at (+27) 0768458417 to our Customer Support Team, or send us a direct request by emailing us at Mooyu11@outlook.com. For more details on our policies, please see our Terms and Conditions of Sale page.

Please call our customer support team at (+27) 0768458417 to contact our customer service staff or email us at Mooyu11@outlook.com.

Moyu offers products under various brands. Due to our large product catalog, we provide all available installation instructions in each product package. Please refer to the Specifications tab on the specific project product page for detailed installation instructions. If you have any other questions, please call our customer support team at (+27) 0768458417 or contact us at Mooyu11@outlook.com.

At Moyu, we offer free shipping across South Africa on all orders. Shipping fees for deliveries outside South Africa will be calculated on a case-by-case basis.

To place an international order, please contact our customer support team at (+27) 0768458417 or email us at Mooyu11@outlook.com.

Please note that international shipments may be subject to import duties, customs clearance fees, brokerage charges, and local taxes imposed by the destination country. These charges are not included in our shipping fees and are the sole responsibility of the customer unless otherwise stated.

For more information, please visit our Shipping Policy page.

We only sell accessories that are exclusively for Moyu products, as well as, members of our dedicated customer service team will be happy to help you to place an order for any replacement parts you may need. Please call our customer support team at (+27) 0768458417 to contact our customer service staff or email us at Mooyu11@outlook.com.

Installation Guide

What Is A Bathtub Overflow And Its Purpose?

An overflow is an opening that helps prevent flooding by redirecting excess water back into the drain once a certain water level is reached. For detailed bathtub overflow, click here.

Moyu Home is renowned for selling freestanding bathtubs, which are easy to install and require minimal environmental conditions as long as there is a drain in the space. For detailed bathtub installation instructions, click here.

Currently, Moyu Home primarily sells smart toilets and traditional one-piece toilets. Regardless of which type you purchase, the installation procedures are generally the same. For a universal installation guide, click here.

Smart Toilet Related Issues

The Smart Toilet Won't Turn On When Plugged In

1)Check whether the leakage protection switch can be pressed and connected.
2)Check whether there is a power-on sound after powering on the unit.
3)Long connect the stop button of remote control to check whether the display is
Check if the display is on.
4)Check whether the terminals are installed in place.
5)Check if the power board light is on.

1)Check if the remote control is low on power, replace the batteries with new ones.
2)Re-code the remote control to see if it can be connected.

Adjust The Seating Position To Check If The Seat Is Not Sensing The Human Body.

1)Check if the water is stopped.
2)Check whether the angle valve is open.
3)Check whether the filter is clogged or not.
4)Check whether the water supply pipe is folded or not.

1)Whether the remote control is invalid, whether the temperature adjustment is unresponsive.
2)Whether the power cord is off or not inserted in place.
3) Check whether the display alarm.

Check the washer for interference and jamming.

Dispensing valve step error, restart if normal.

1)Whether the seat is not sensed.
2)Whether the remote control can be adjusted by pressing the air temperature button.
3)Check whether the terminals are not plugged in place.
4)Check whether the display is alarmed.

1)Whether it is just turned on (the product needs to be powered on for a while to start warming up).
2)Whether the seat temperature is set at room temperature or low.
3) Check whether the terminal is not plugged into place off.
4) Check whether the display alarm.

1)Check whether the ceramic is clogged, whether the flushing process is normal, whether the water seal reaches more than 50mm.
2) Check whether the water pressure reaches the minimum standard, the water pressure is low when you can increase the down flush time.

Does the remote control respond when you press the night light button.

1)Check whether the pulse valve has the sound of opening.
2) Check whether the angle valve is open, whether the water supply pipe is holding fold.
3) Check whether the filter of the angle valve is clogged.

Replacement of solenoid valves

Replace the pulse valve or main control board.

1)Check whether the seat cover and seat ring are interfering or not stuck.
2)Check whether the electric damping is damaged.

Adjusting the flap strength.

Check to see if the foot sensor light will illuminate.

Check if this function is turned off.

1)Check whether the microwave function exists/whether it is on or not, if it is short, adjust the microwave distance.
2)Adjust the microwave installation angle.
3)Make sure there is no microwave function, replace the microwave.

Turn off the power before cleaning, use a wrung out wet soft cloth with neutral detergent to wipe. Do not use sharp objects, containing coarse particles of powder or strong acidic and alkaline detergents to wipe, easy to damage the surface of the toilet, thus affecting the overall aesthetic.

Rotate the knob in the direction of “Women’s Wash” and don’t let go, after about 3 seconds, you will hear the beep and release it, the spray bar will be extended automatically, and the self-cleaning water will flow out from the mouth, and then you can use the soft bristles of the small toothbrush to gently wipe and clean it. Do not forcefully stretch or bend the nozzle to avoid damage.

Close the angle valve first, and it is recommended to clean the angle valve strainer every 3 months. Avoid the water flow is too small to affect the cleaning comfort.

The Bathtub Related Issues

What Are The Components Of A Solid Surface Bathtub?

Our solid surface bathtubs are made of Resin+PMMA+Aluminum Hydroxide.

Aluminum hydroxide, also known as hydrated alumina, is a form of aluminum used as a colorant. It is low in carcinogenicity, allergenicity and immunotoxicity, developmental and reproductive toxicity, and low in use restrictions.

Obviously, this notion is incorrect. Compared to built-in or walk-in, freestanding bathtubs are easier to clean. Here is a general bathtub cleaning guide; click here.