Refund policy

Due to being a small business and the size and dimensions of our shipments, we are unable to process free returns. We do however, provide replacements for damages on orders that arrive faulty.

Damages and issues

Please inspect your order and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please email us at info@moonphasestudios.com with your order number and contact details and a photo to evidence the damage. By including a photo of the damage and the packaging, we are then able to process a claim with the courier or fulfilment company - thus keeping costs down in the future! 

 

Terms & Conditions for Refunds, Returns & Tariffs/Duties

1. Non-Refundable Shipping, Duties & Tariffs
Please note that any import duties, customs fees, tariffs or taxes (for example on orders shipping from or to the US) are non-refundable. These charges are collected by the destination country’s customs authority so we are unable to reimburse or cancel them once paid.

2. Return Shipping Costs
If you request a return (where returns are accepted per policy), you will be responsible for the cost of returning the item to us, unless we explicitly instruct otherwise (for example, in the case of a product defect or error on our part). 

3. Condition of Returned Items
To be eligible for a return or exchange, items must be:

• Unworn, unused, and in original condition

• Free from any damage, stains, or scent (e.g. perfume, smoke);

• Returned within the timeframe stipulated of 28 days from date of delivery

We reserve the right to refuse a refund or exchange if items are returned in a condition that does not permit resale.

Please email us at info@moonphasestudios.com quoting your order number, the item(s) to return, the reason, and attach clear photos (if relevant). Wait for our confirmation and instructions (including the return address). Do not ship the item back without our prior approval or instructions.

4. Processing Time
Once your return is received and inspected, we will let you know whether your refund or replacement is approved. If approved, refunds (minus any non-refundable import duties or return shipping costs, where applicable) will be processed to the original payment method within 3-5 business days. Please allow additional time for your bank or payment provider to show the refund in your account.

5. Partial Refunds or Restocking Fees
If an item is returned damaged, missing parts, or not in its original condition, we may issue a partial refund or reject the return. 

6. Damages & Issues Upon Receipt
Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, notify us immediately (within 7 days) with photos of the item, its packaging, and any relevant details so that we can assess and resolve the issue. Timely notification helps us file a claim with the courier or fulfilment provider and prevents further issues.

7. Changes to Policy
Moon Phase Studios reserves the right to amend or update this policy at any time, and such changes will take effect as soon as they are posted on our website. Your purchase remains subject to the version of the policy in force at the time of purchase.