Refund and Returns Policy for Moontopin
Effective Date: November 26, 2024
At Moontopin, customer satisfaction is our priority. We want you to be completely happy with your purchase. If for any reason you are not satisfied with your order, we offer a clear and easy process for returns and refunds, subject to the conditions outlined below.
1. Eligibility for Returns
You may return most items within 30 days of receiving your order for a full refund, exchange, or store credit. To qualify for a return, the following conditions must be met:
- Product Condition: Items must be unused, in their original condition, and with all packaging intact. Products that are damaged or altered cannot be returned.
- Proof of Purchase: A receipt or order confirmation email must be provided as proof of purchase when returning an item.
- Non-returnable Items: Custom, personalized, or final sale items are not eligible for return or exchange unless defective or incorrect.
2. Return Process
To initiate a return, please follow these steps:
Contact Us: Reach out to our customer service team at info@moontopin.com or call (618) 985-3227 with your order number and a brief explanation of the reason for the return. We will provide you with return instructions and a return authorization number.
Prepare the Return: Carefully pack the items in their original packaging (if available). Include a copy of the original invoice or order confirmation.
Shipping the Return: You are responsible for the shipping costs of returning the items, unless the return is due to a defect or error on our part. We recommend using a trackable shipping service to ensure the safe return of your items.
Return Confirmation: Once we receive the returned item, we will inspect it to ensure it meets the return criteria. We will process your refund, exchange, or store credit within 5-7 business days. You will receive a confirmation email once your return is processed.
3. Refunds
Once your return is approved and processed, we will issue a refund to your original payment method. Please note:
- Refund Timeframe: Refunds may take up to 7-10 business days to appear in your account, depending on your bank or payment provider.
- Shipping Costs: Original shipping costs are non-refundable, except in cases where we made an error or the item was defective.
- Partial Refunds: If an item is returned in a condition other than its original state (e.g., opened packaging, missing parts), a partial refund may be issued.
4. Exchanges
If you would like to exchange an item for a different size, color, or product, please contact us at info@moontopin.com for guidance. Exchanges are processed in the same manner as returns, and any price difference will be charged or refunded as necessary.
5. Defective or Damaged Items
If you receive an item that is defective or damaged, please notify us within 7 days of receiving your order. We will provide you with a prepaid return label and ensure that the defective or damaged item is either replaced or refunded.
- Proof of Damage: Please provide photos of the damaged product and packaging if applicable. This will help us process your claim efficiently.
6. Non-Refundable Items
Some items are non-returnable and non-refundable, including:
- Custom or personalized products
- Final sale items
- Gift cards
7. Cancellations
Orders may be canceled before they are shipped. To cancel an order, please contact us immediately at info@moontopin.com. Once an order has been processed and shipped, it cannot be canceled, but you can initiate a return after receiving the product.
8. International Returns
If you are located outside the United States, you can return products under the same conditions outlined above. However, you will be responsible for international return shipping costs, and we recommend using a trackable shipping method.
9. Contact Us
If you have any questions or need assistance with returns or refunds, please don’t hesitate to contact our customer service team:
- Email: info@moontopin.com
- Phone: (618) 985-3227
- Address: 905 Marilyn Dr, Carterville, Illinois (IL)
This Refund and Returns Policy ensures a fair and transparent process for your customers. If you need to adjust any part of it, feel free to let me know