Refund policy
20-Day Return Policy
At Moonkoo, we want you to love your purchase. If for any reason you're not satisfied, we offer returns or exchanges within 20 days of purchase for items bought on our online store. To qualify:
- Items must be in perfect, brand-new condition.
- All original packaging, tags, and labels must remain intact.
- We cannot accept returns on worn, damaged, or non-saleable products unless they arrived defective or damaged.
Please note: Return shipping costs will not be refunded unless the item is faulty or damaged in transit.
Sale items are final sale and cannot be returned or exchanged.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged or incorrect, we’ll offer a replacement or full refund. Please contact us immediately at info@moonkoo.com before returning the product. We’ll provide a prepaid return label for free return shipping.
How to Return an Order
- Contact Us: Email info@moonkoo.com with your order details and photos (if applicable) to start the return process.
- Return Approval: Wait for our response with instructions on where to send your return.
- Pack and Send: After approval, securely package the item and include any return details we’ve provided.
- Refund Processing: Your refund will be processed as soon as we receive the returned item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@moonkoo.com.