Refund policy
Terms & Conditions for Return & Refund:
To maintain fairness for all customers, we do not accept changes in the event of a change of mind. We highly encourage our customers to review product details, sizing, and descriptions before placing an order.
All returns are still subject to assessment. Items that do not pass a quality check will be ineligible for a refund.
Terms & Conditions for Exchange:
Exhange items are subject to availability. If the item is unavailable, we will refund the item amount instead. Exchange is only applicable in cases due to seller error.
Defective/Damaged/Incorrect Items
Hello, Moonchild prioritizes customer satisfaction. Our items go through quality control procedures before being packaged and shipped to you. In the rare instance that you receive an incorrect or defective item, we sincerely apologize for the inconvenience caused. Kindly contact us immediately so we can assist you through a resolution process.
Before submitting a request, please review our Conditions carefully to ensure all criteria are met.
Return Process:
- To start a return, you can contact us at hellomoonchild.shop@gmail.com within 24 hours upon receiving the item. Specify the reasons for the return with photo and video documentation, as well as your proof of purchase indicating your method of payment.
- We will notify you once we've evaluated your return, and whether or not you are eligible for a refund or exchange. If you're eligible, we will coordinate with you for shipping details. You are responsible for the item/s until arrival at our warehouse. Kindly arrange your own courier/logistics for your item return. We strongly advise the use of dependable couriers that provide tracking services and details. Your item/s will be ineligible for a refund should it incur further damage from shipment.
Condition of Return
Your item must be in the same condition that you received it. Item/s must be unwashed, unworn or unused, with tags, and in its original packaging. Items showing signs of wear, tear, or with removed tags will not be accepted for return or exchange.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like items on CLEARANCE/SALE and custom products (such as special orders or personalized items). We also do not accept returns for gift cards.
Refund Amount
Please note that the refund is only applicable towards the item amount. Shipping fee and taxes are not included. Return shipping costs are the responsibility of the customer, unless the return is due to a mistake on our part (shipped the wrong item).
The item amount will automatically be refunded to your original payment method within 7 business days. Please remember it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us.
PRE-ORDER TERMS
Please be informed that majority of our items are on a PRE-ORDER BASIS; thus, order cancellations with reasons such as not willing to wait and the like will be not valid for refund.
We appreciate your cooperation in adhering to our Return Policy. Should you require any further assistance, please do not hesitate to contact us.