Return & Refund

Refund and Returns Policy

  • Customers should contact us within 30 Days after receiving the item. During this period, we would like to accept return in the following cases: goods are in good condition and don’t affect secondary sales, if the customer want to return the item by personal reasons.
  • Return Shipping Fee:
  1. Quality problem, received wrong items, and other quality or service problem, the seller will pay for the shipping fee.
  2. Personal reasons such as: no longer needed, don’t like, bought by mistake, etc., customer will pay the return shipping fee.
  3. Please retain the original packaging to facilitate returns. If the original packaging is lost, you must secure alternative packaging that ensures the product fits properly and is protected from damage during transit. Please note that any damage incurred during the transportation process due to improper packaging will be the responsibility of the customer.
  • Payment will be fully refunded within 2-3 business days once we receive the returned items. Our staff will do unpacking and inspection for your returned goods ASAP. Thanks for your patience and cooperation.
  • There is no handling charge for returns.
  • Tax
    1. Sales Tax: Sales tax has already been applied to the price of the goods as displayed on the website.
    2. Import Duties & Taxes:
    Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country.
    This varies from country to country, and Mooncool encourages you to be aware of these potential costs before placing an order with us.
    These funds are neither paid to Mooncool nor are they set by Mooncool rather they are paid to and set by your home country’s government as per import/export regulations.
    Mooncool does not refund any fees or costs for any international order confiscated by customs or another government agency.
    Packages are marked with the value of the item as paid by the customer in legal accordance with international postal regulations.
    We absolutely love what we do and will not engage in any practices that would jeopardize our ability to continue doing what we love.
    Return & Refund Policy

    If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@mooncool.com) at first.

    Return & Exchange Conditions

    • Items returned without authorization will not be accepted.
    • Items must be returned within 30 days after you receive them.
    • All items must be in the same condition that you received them, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
    • When returning or exchanging items, customers must use a shipping method providing tracking information.

    Fast refund

    Please note that any address on the package cannot be used as a return address. Must authorize the return package. Any return request not authorized by the customer service department will not be accepted.

    United States warehouse address:

    1930 S Rochester Ave, Ste101,Ontario, CA 91761, United States

    Canada warehouse address:

    Unit 20-7975 Heritage Rd, Brampton, ON L6Y 5X5, Canada

    Non-returnable items:

    • On sale items are non-refundable.
    • Damage/Lost caused by customers is non-refundable.

    General Return Process

    • Initiate a return: Please email us at support@mooncool.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
    • Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
    • Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

    Return Charge

    • If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
    • If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.
    • No restocking fee to be charged to the consumers for the return of a product.
    Refunds
    • Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
    • If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@mooncool.com.

    Please Note: we do not refund our original shipping cost.

    Order Cancellations

    • We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
    • Orders can’t be canceled once the parcel is shipped out.

    Contact us at support@mooncool.com for questions related to refunds and returns.