Refund policy

Comprehensive Return and Refund Policy

1. Overview

At our store, customer satisfaction is our top priority. We want you to feel confident and secure when purchasing our skincare and beauty products. Please review our detailed Return and Refund Policy below to understand your rights, timeframes, and the procedures for handling returns or exchanges.

2. Eligibility Window for Returns

14-Day Limit: You have up to 14 calendar days from the exact date of your order delivery to request and initiate a return.
Late Requests: Unfortunately, any return requests or items sent back after the 14-day window has passed cannot be accepted and will be sent back to the sender.

3. Condition of Eligible Items

To qualify for a valid return, your items must meet the following strict conditions:

Unopened and Sealed: All products (including your Moon Patches) must be completely unopened, unused, and in their original manufacturer-sealed packaging.
Free of Damage or Tampering: The outer packaging must not show signs of damage, tearing, or alteration caused by the customer after delivery.

4. Hygiene and Safety Exceptions (Non-Returnable Items)

Due to the personal, intimate, and sensitive nature of skincare and cosmetic products, strict health and safety regulations apply:

Opened Products: We cannot accept returns, issue exchanges, or provide refunds for any items that have been unsealed, opened, tested, or used in any capacity.
Final Sale Items: Gift cards, promotional promotional items, or items marked explicitly as "Final Sale" at checkout are entirely non-returnable.

5. Damaged, Defective, or Incorrect Deliveries

We take immense care in packaging your products safely, but mistakes or transit mishaps can occasionally happen.

Reporting Window: If your package arrives damaged, structurally defective, or contains the wrong item variants, you must notify our customer support team within 48 hours of receiving your delivery.
Required Evidence: To process a replacement or refund for damaged goods, you must provide clear, well-lit photographs or a short video showing the damaged product and its packaging.
Resolution: Once verified, we will expedite a brand-new replacement free of charge or issue a full refund, depending on your preference and stock availability.

6. Return Shipping Costs and Responsibilities

Customer Responsibility: Unless your item arrived defective, damaged, or incorrect due to our error, you are entirely responsible for paying your own shipping costs to return the item back to our facility.
Non-Refundable Shipping Fees: Original shipping charges paid at the time of checkout are strictly non-refundable under any circumstances.
Tracking Requirement: If you are shipping an approved return, we strongly recommend using a traceable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

7. Refund Inspection and Processing

Physical Inspection: Once your returned package arrives at our facility, our team will inspect the items to verify that they are unopened and meet all eligibility criteria.
Approval Notification: We will send you an email notification to inform you whether your refund has been officially approved or rejected.
Timeline of Funds: If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment (such as your credit card, debit card, or payment gateway account) within a designated number of business days.

8. Exchanges

We currently do not offer direct product-for-product exchanges. If you need a different variation, color, or style, the fastest way to get what you want is to return your current eligible item for a refund, and then place a brand-new separate order on our website.

9. How to Start a Return

To initiate a return or report a damaged delivery, please reach out to our support team through our store's contact page or email us directly with your order number, full name, and photos (if applicable) so we can guide you through the next steps.