Refund policy
Return & Refund Policy
We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Proof of purchase (such as your order confirmation or receipt) is required.
To initiate a return, please contact us at info@moonraise.ca. Once your request is reviewed, we will provide you with detailed instructions on how and where to send your item. Returns sent without prior approval will not be accepted.
Returns & Processing
If your return is approved, we will provide instructions for the return shipment. Please ensure your item is securely packaged to avoid damage during transit.
Once we receive and inspect your return, we will notify you regarding the status of your refund.
Damages & Issues
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and resolve it as quickly as possible.
Non-Returnable Items
Certain items are not eligible for return, including:
• Personal care products (for hygiene reasons)
• Custom or personalized items
• Perishable goods
• Hazardous materials, flammable liquids, or gases
Additionally, sale items and gift cards are non-refundable.
If you are unsure whether your item is eligible, please contact us before initiating a return.
Exchanges
We do not offer direct exchanges. The fastest way to receive a different item is to return your current item (if eligible) and place a new order.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Items must be unused, in original condition and packaging, and accompanied by proof of purchase.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@moonraise.ca.