Refund and Returns Policy

Last updated date: December 7, 2024

Thank you for shopping with luxury mooncakeshop. We want you to be completely satisfied with your purchase. This Refund and Returns Policy outlines the process and terms for returning or exchanging products, and how we handle refunds.

1. Return Eligibility

We accept returns for any products that are:

  • Defective or damaged upon delivery.
  • Incorrectly shipped (wrong product or flavor).
  • Purchased within the last 30 days.

To be eligible for a return, the product must be in its original packaging and unopened (unless it’s defective). Please ensure that the mooncake box has not been tampered with, as we cannot accept returns for products that show signs of use or opening.

2. How to Return an Item

If you wish to return a product, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] or call us at (651) 555-9876. Provide your order number, product details, and the reason for the return.
  2. Return Authorization: Our team will issue a Return Authorization (RA) number and instructions on how to return the product. Please ensure you include the RA number on the return package.
  3. Return Shipping: You will be responsible for the shipping cost unless the return is due to a defective or incorrect item. We recommend using a trackable shipping service to ensure your return reaches us safely.

3. Refund Process

Once we receive the returned product, we will inspect it and notify you of the approval or rejection of your refund. If your return is approved, we will initiate a refund to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or credit card provider.

4. Exchange Policy

We do not offer direct exchanges. If you wish to exchange an item, please return the original product following the process outlined above, and place a new order for the desired product. The return must meet the eligibility criteria listed above.

5. Non-Returnable Items

We do not accept returns or exchanges on the following items:

  • Opened or used mooncakes, unless defective.
  • Special custom orders or personalized products.
  • Items marked as “Final Sale” or “Non-Returnable” at the time of purchase.

6. Damaged or Defective Products

If your product arrives damaged or defective, please contact us within 7 days of delivery. We will either send you a replacement or issue a refund, depending on your preference and product availability.

7. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe, please:

  1. Check your bank account again.
  2. Contact your credit card company or bank, as there may be a delay before the refund is officially posted.
  3. If you’ve done all of this and still have not received your refund, please contact us at [email protected].

8. Shipping Costs

Shipping costs are non-refundable, and you will be responsible for paying return shipping costs unless your return is due to an error on our part.

9. Contact Us

If you have any questions about our refund and returns policy, or need assistance with a return or refund request, please don’t hesitate to contact us at:

Address:
1234 Maple Street, Suite 100
Minnesota, USA

Phone number:
(651) 555-9876

Email:
[email protected]

We value your satisfaction and strive to make your shopping experience with us as enjoyable as possible.