Thank you for choosing Moon Power—where your satisfaction and confidence are paramount to us. Our detailed Refund and Returns Policy is crafted to ensure transparency, fairness, and convenience, fostering a trustworthy shopping experience.
Overview
At Moon Power, we strive for excellence not only in our products but in our customer service as well. Understanding your rights and obligations regarding refunds and returns is crucial. Please read the following guidelines carefully and contact us with any questions.
Eligibility for Refunds and Returns
General Requirements
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Items must be returned within 14 calendar days from the date of receipt.
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Returned products must be in their original condition, unused, and accompanied by the original packaging.
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All components, accessories, and promotional materials included with the original purchase must also be returned.
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Proof of purchase, such as an order confirmation email or receipt, is mandatory.
Non-eligible Items
To ensure hygiene, safety, and regulatory compliance, certain items are non-refundable:
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Personalized or custom-made items
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Products clearly marked as clearance or final sale
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Items that have been used, damaged, altered, or are missing parts
Step-by-Step Guide to Initiating a Refund or Return
Step 1: Contact Our Support
Email our dedicated support team at support@moonpower.shop. Please provide:
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Order number
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Detailed description of the product
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Reason for return or refund request
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Clear photographic evidence (required for damaged or defective items)
Step 2: Receive Approval and Instructions
Our support team will respond within 24-48 hours with detailed instructions on returning your product, including a unique Return Merchandise Authorization (RMA) number and shipping address.
Step 3: Package and Ship
Carefully package your item in its original packaging, ensuring it is securely wrapped to prevent damage during transit. Clearly write your RMA number on the shipping label.
Step 4: Await Processing
Once we receive your returned product, our team will inspect and evaluate your return within 3-5 business days.
Detailed Refund and Return Approval Process
Our meticulous assessment ensures fairness:
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Items are inspected thoroughly to confirm eligibility based on the policy criteria.
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Once reviewed, an approval or rejection notice will be sent via email with detailed reasons if applicable.
Refund and Return Options
Upon approval, we offer flexible options to accommodate customer preferences:
Monetary Refund
Refunds are credited back to the original payment method and may take 7-10 business days to appear in your account.
Store Credit
An immediate store credit option, equal to the original purchase amount, allowing instant use for future purchases.
Product Exchange
We offer exchanges for identical or comparably priced items based on availability.
Shipping and Handling Fees
Return Shipping
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Customers bear the return shipping costs unless the return is due to a shipping error, damaged, or defective item.
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We recommend using a trackable shipping method, as Moon Power is not responsible for lost or damaged returns in transit.
Original Shipping Charges
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Original shipping charges are non-refundable unless the return is due to our error.
Special Cases and Exclusions
Damaged or Defective Items
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In rare instances of receiving damaged or defective products, immediately email support@moonpower.shop with photographic evidence.
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Moon Power will cover the return shipping costs and expedite the processing of replacements or refunds.
Lost Items
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Notify our team promptly if your order is lost in transit. We will initiate an investigation with the shipping carrier to locate your package or issue a replacement/refund.
Customer Support and Contact
Moon Power is committed to providing exceptional customer support. If you have any questions or require assistance regarding refunds or returns, please reach out to us:
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Email: support@moonpower.shop
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Phone: +49-17673267606 (Available Monday to Friday, 9:00 AM – 5:00 PM)
Policy Updates and Modifications
Moon Power reserves the right to update or modify this Refund and Returns Policy at any time without prior notice. Changes will be reflected on our website immediately, and we recommend reviewing the policy periodically for updates.
Our Commitment
Moon Power aims to deliver not only high-quality products but an unparalleled shopping experience. Your satisfaction is crucial to our success. We appreciate your understanding, cooperation, and continued support.
Thank you for shopping at Moon Power—where customer satisfaction drives everything we do!