Refund policy

Warranty Information

We stand behind every Moonlight Mounts original with no time limit. However long ago you ordered, we will replace the following free of charge:

  • Manufacturing defects
  • Missing parts

Contact us through our contact form with your order number and a photo of the issue, and we will sort out a replacement.

This warranty does not cover:

  • Accidental damage
  • Normal wear and tear
  • User-caused damage or modifications

How to Start a Return

This is the only way to return an order. It applies to every customer — domestic, international, and European Union.

  1. Request your return within 30 days of delivery. Send us a message through our contact form with your order number, the item(s) you want to return, and the reason. Requests made after the 30-day window will not be accepted under any circumstances.
  2. We reply with your approval and the return address. If your return is eligible, you will receive an email approving it and telling you exactly where to ship. The return address is only provided in that email.
  3. Ship the item back. Pack the item securely and send it to the address in your approval email using a tracked carrier of your choice (USPS, UPS, or FedEx, for example). You arrange and pay for return shipping; we do not provide return shipping labels for domestic or international returns.
  4. We refund you once it arrives. After we receive and inspect your return, your refund is processed to your original payment method. See the refund sections below for timing and any applicable fees.

We do not offer returns through customer accounts, order status pages, or order confirmation links. Items sent back without an approval email, or sent to any address other than the one in your approval email, will not be accepted or refunded.

Return Eligibility

To be eligible for a return, your item must be:

  • In the same condition that you received it
  • Unworn or unused
  • Accompanied by the receipt or proof of purchase

Return Fees & Costs

  • A 25% restocking fee will be deducted from all accepted returns that have had their original packaging opened and/or resealed.
  • Original shipping costs are non-refundable for all orders as these expenses have already been incurred
  • Buyer is responsible for return shipping costs
  • Buyer is responsible for loss in value if an item isn't returned in original condition

Exceptions / Non-returnable Items

We do not accept returns for:

  • Used items (strictly enforced)
  • Used electronics (strictly enforced)
  • Custom products/special orders
  • Gift cards
  • Personalized items
  • Items showing signs of use or modification

Shipping Damage Claims

If your mount arrives damaged from shipping, please contact us immediately through our contact form. Refer to our shipping policy for specific procedures regarding transit-related issues.

Exchanges

We recommend returning your item (if approved) and making a separate purchase for the new item you want, as this is the fastest way to complete an exchange.

Refunds for Non-EU Customers

After receiving and inspecting your return, we'll notify you if the refund is approved. Approved refunds will:

  • Be subject to the 25% restocking fee if the original packaging was opened
  • Only cover the item's purchase price
  • NOT include any original shipping costs (domestic or international)
  • Be processed to your original payment method within 10 business days

If more than 15 business days have passed since we've approved your return, please contact us using the form at https://moonlightmounts.com/pages/contact.

European Union Orders

If your order is shipped to the European Union, you have a statutory right to cancel or return your order within 14 days, starting from delivery of the last item on your order, for any reason and without justification. Our own 30-day return window applies to EU orders as well, so you have 30 days from delivery to request a return.

How to Exercise Your Right of Withdrawal

Follow the steps in How to Start a Return above: notify us through the contact form, with your order number, before the 30-day window expires. We will reply with confirmation and the return address. Items sent back without that confirmation will not be accepted.

Return Window After Notice

Once you have notified us of your decision to withdraw, you have 14 days to return the item(s) to us. You are responsible for arranging and paying for return shipping. We do not provide return shipping labels for EU orders.

Condition of Returned Items

Items must be returned unused and in their original condition. You are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

A 25% restocking fee will be deducted from your refund for items not returned in their original sealed packaging. This fee is disclosed here as a condition of purchase.

Refunds for EU Customers

Once we receive and inspect your return, we will process your refund within 14 days. Your refund will include:

  • The full purchase price of the returned item(s)
  • The cost of standard outbound shipping (if you selected a premium shipping option, only the standard rate will be refunded)

Refunds will be issued to your original payment method. If more than 14 days have passed since we received your return and you have not received your refund, please contact us at https://moonlightmounts.com/pages/contact.

Exceptions

The right of withdrawal does not apply to:

  • Custom or personalized items made to your specifications
  • Items that have been used or show signs of use or modification