Refund policy

■ Returns & Exchanges Policy

【Eligible Cases for Exchange】

  • Ready-to-Ship Items:

    • The item received is not the same as the one ordered.

    • The item has obvious defects.

    • The product is severely damaged, rendering it unable to function as intended.

  • Customized Items:

    • The item received is not the same as the one ordered.

    • The item has obvious defects.

    • The product is severely damaged, rendering it unable to function as intended.

【Eligible Cases for Refund】

  • Ready-to-Ship Items:

    • The ordered item is out of stock, leading to a failed order.

  • Customized Items:

    • Returns and refunds are generally not accepted.

    • Exchanges will only be assisted in cases of obvious defects or incorrect shipment.

【Return/Exchange Process & Timeframe】

  • You must submit a return/exchange request via email at elsaliu028@gmail.com or through the website within 3 days (72 hours) of receiving the item.

  • The request must include photos of the item and a complete, unboxing video (showing the unopened package through the entire unboxing process, without any edits or alterations, clearly displaying the box and its contents).

  • We will review and respond to your request within 7 working days.

  • If a replacement item is out of stock, a refund will be arranged instead.

  • If the item is out of stock or a replacement cannot be provided, a full refund, including the original shipping cost, will be processed within 7 working days.

【Important Notes】

  • Please carefully review your order details (contact information, address, color, style, quantity, etc.) before confirming your purchase. Orders generally cannot be canceled, modified, split, or merged after submission, and refunds are not provided, except under special circumstances.

  • If you are unable to provide a complete unboxing video, please contact customer service first; we will assess the situation and may assist on a case-by-case basis.

  • Minor damage to the external packaging during transit that does not affect the product's functionality is not eligible for return or exchange.

  • Slight color variations due to differences in screen displays are not considered product defects.

  • Moon-Rise reserves the right to amend these terms, refuse transactions, and holds final interpretation rights.