This policy describes the standard return and refund rules for purchases made on Moondala. Individual shops may have additional policies displayed on their product pages.
1) Return window
- The standard return window is 7 to 30 days from delivery, depending on the shop and product category.
- Some items may be marked as non-returnable or final sale. This will be clearly indicated before purchase.
- Digital goods, personalized items, and perishable products may not be eligible for returns.
2) Refund method
- Refunds are processed to the original payment method when possible.
- If you paid using platform credits, the refund will be returned to your Moondala wallet balance.
- If you paid using a combination of methods (credits and card), the refund will be split proportionally to each method.
- Refund processing times may vary depending on the payment method and your financial institution.
3) Shipping and condition
- Items must be returned in their original condition and packaging, unless the item arrived damaged or defective.
- Return shipping costs may depend on the reason for the return. If the item is defective or not as described, the shop bears the shipping cost.
- Moondala is not responsible for items lost or damaged during return shipping.
4) Disputes
If you are unable to resolve a return or refund issue with the shop directly, you may contact Moondala support for assistance. Moondala will review the case and may mediate, but final resolution depends on the specific circumstances.
5) Fraud and abuse
Moondala reserves the right to deny, limit, or revoke refunds in cases of abuse, including but not limited to: repeated suspicious return patterns, return fraud, or violations of platform policies.
6) Effect on rewards
If an order is refunded (in full or in part), any referral rewards or credits earned from that order may be reversed or adjusted accordingly.
7) Contact
For refund-related questions, contact the shop first. If unresolved, reach us at support@moondala.one.