Refund Policy
Last Updated: October 30, 2026
At a glance
- Request a return within 30 calendar days after delivery.
- Eligible returns receive a prepaid label; no restocking fee.
- No exchanges. Approved refunds go to the original payment method.
Return eligibility
Contact us within 30 calendar days after delivery to request a return. For a change-of-mind return, the item must be unused, undamaged and complete with the accessories and components supplied. Retain original packaging where reasonably possible. Please provide an order number or another reasonable proof of purchase. We do not impose an undisclosed blanket final-sale restriction on this catalog. These conditions do not limit rights relating to defective, damaged, misdescribed or incorrect goods.
How to request a return
Email support@moontev.com or use our contact page with your order number, the item and your reason for returning it. We will review eligibility and send instructions, a prepaid return label and the correct return destination. Do not send an item to our correspondence address or to an address on the parcel without our instructions. If you cannot use an emailed label, contact us for assistance before shipping.
Return shipping and fees
We pay the return shipping cost for an eligible, approved return and provide a prepaid label. We do not charge a restocking fee. Use the supplied label and retain the shipping receipt or tracking record. Do not purchase your own return shipping expecting automatic reimbursement; contact us first so we can arrange the appropriate method.
Damaged, defective, incorrect or incomplete orders
Contact us promptly if an item arrives damaged or defective, if the wrong item was sent, if components are missing, or if the item materially differs from its description. Include your order number and explain the problem. Photos can assist where available; we will consider other evidence when photos are not practical. We will review the issue and arrange an appropriate remedy, including a prepaid return and refund where applicable. The ordinary unused-item condition does not prevent review of these issues. Statutory rights remain available beyond this voluntary policy where applicable.
Refund timing
For an approved return, we will issue the refund to the original payment method within 10 calendar days after receiving and inspecting the returned item. Your bank, card issuer, or payment provider may require additional time to post the credit to your account. We notify you of the return review and refund status. If a refund is declined, we explain the reason and you can contact us for reconsideration. If a credit has not appeared after the provider’s normal processing period, contact us for the refund reference and follow up with your provider.
No exchanges
We do not offer exchanges. Request an eligible return for a refund and, if you wish, place a separate new order. Availability and the price of a new order are determined when it is placed.
Cancellation before dispatch
Contact us immediately if you wish to cancel or change an order. When cancellation is confirmed before dispatch, we initiate a prompt refund to the original payment method; you do not have to wait for receipt or inspection of a return. We cannot guarantee changes once dispatched. Orders already shipped follow the applicable return process. Bank posting time is separate from when we initiate any refund.