Allow us to clear the air.
Running a tiny business can be tough, and mistakes get made. Here are our guidelines for things like making a return with Moonpine.
14 Day Satisfaction Guarantee Moonpine’s top priority is to satisfy all its customers. Items purchased on moonpine.com or through moonpinegoods on Etsy may be refunded up to two weeks after their receipt. We try to make returns as pain free as possible. All you need to do is follow a few guidelines and your return will be processed quickly and efficiently.
1. All Returns for undamaged items must made within 14-days of receipt for refund. Items can not be returned after 14 days. If you received a product that was broken during shipping from us, contact us immediately via one of the methods listed below, a replacement item will be shipped to you, once you’ve returned the broken product to us, following guidelines below.
2. E-mail us at firstname.lastname@example.org with the subject line RETURN REQUEST to obtain authorization for return, or message us on Etsy. Returns without an authorization are subject to refusal or a 15% restocking fee at our discretion.
3. The customer will be responsible for returning merchandise at their cost. This is standard across the world wide web. We are glad to ship you order to you at a drastically discounted rate but if you would like to return the item, the buyer is always responsible for the cost of return shipping.
4. All returns must be insured for the value of the item and packed to arrive damage free. If you do not insure the item and it arrives damaged, unfortunately we can not give you a refund. You would not like to receive you order damaged and we would not want to have it returned damaged. Plus insurance only costs a dollar or two.
5. If items are damaged in transit, as the ‘shipper’ you will be responsible for filing the claim.
6. Customer will be credited or refunded for the merchandise that is returned in undamaged/unused condition by the original payment method used by customer.
7. For orders under $50 where the customer was charged shipping we do not refund the cost of shipping.
8. Refunds for returns are issued within 5 business days upon receipt of merchandise in our warehouse, this is sometimes quicker through Etsy.
9. For authorized undamaged returns, we DO NOT CHARGE A RESTOCKING FEE. You will find that this is something that almost all of our competitors charge. We want to make our customers happy even if they do not like the item when it arrives. No one wants to pay a 10-15% fee just for returning something. We wouldn't want to, so why would you? 10. Washed clothing will not be considered for returns, and a refund will not be issued until the garment has arrived for inspection.
1. All exchanges for items must made within 14-days of receipt.
2. Email email@example.com to obtain authorization for return.
3. Special orders & Import orders may NOT be exchanged or canceled. Earrings may not be exchanged. Washed clothing will not be considered for exchanges, and a refund will not be issued until the garment has arrived for inspection.
4. The customer will be responsible for returning merchandise at their cost.
5. All exchanges must be insured for the value of the item(s) and packed to arrive damage free.
6. If items are damaged in transit, as the ‘shipper’ you will be responsible for filing the claim.
7. We will not ship items(s) that are being exchanged, until original item(s) are received and inspected.
8. All returns must be shipped no more than 14 days after a return authorization is issued.
9. Once the exchanged item(s) is received in good condition, your exchanged item(s) will be shipped and/or a credit will be processed
We ship orders that we receive before 3 pm MST / Noon MST, Monday through Friday, the following business day. Orders received over the weekend ship on Monday.