How to return an item
Refunds and returns
As a customer of The Moonlight Shop you have 30 days to get a refund or an exchange.
The 30 days starts from the day you have received your order. If you have ordered multiple items and received multiple packages, the 30 days starts from the day you receive your last item.
You have 30 days, from receiving, to let us know that you want to return or exchange one or more of the items.
If there is something wrong with your order, we recommend that you attach an image of the problem.
You cannot cancel your order, by refusing to accept delivery, without letting us know.
How to return an order
Step #01: Create RMA case
Important: DO NOT return your items, before you have filled out the cancellation form and gotten an email from us. We cannot process your refund or exchange, without the necessary details.
Step #02: Return your items
After filling out the form, you will get an email from us within 2 business days, with instructions on how to proceed.
Depending on the issue and order, the return address can vary as well as the items you need to return, so DO NOT return your items before you have heard from us and your RMA case has been created.
Step #03: Get your refund
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Items returned after the 30 days of receiving are only eligible for store credit.
Non-returnable / Non-refundable items:
- Gift cards
- Downloadable / Digital software products
- Some health and personal care items, like perfume.
- Book with obvious signs of use
- Clothing with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after deliver.
- Shipping costs.
- T-shirts, hoodies and other print-on-demand items (unless there is actually something wrong with the print or product).
If you have any questions on how to return your item to us, contact us via email on firstname.lastname@example.org