Return Policy
(updated as of July 7, 2016)


1. Return Policy

1.1. Conditions: A product will be accepted under the following conditions:

• you contact our Customer Service within SEVEN (7) days of the original date of delivery
• you ship the product following the directives provided by our Customer Service within FOURTEEN (14) days of the original date of delivery;
• the product must be unused, unworn, unwashed, and in the same condition in which it was received by you, that means fold and clean;
• the product must have all disposable seals still attached with the disposable seal that must still be intact;
• the product must be returned complete with all of its parts and accessories;
• the product must be sent in its original packaging;
• the product must be sent in one single shipment; and
• the product will be shipped back to us at your expense: you may either use (1) the UPS return label enclosed in the original packaging (in which case a $10 charge will be deducted from your refund), or (2) another carrier provided that, in such case, you must advise Customer Service via email (customerservice.usa@moondream.com) in advance and join a copy of your order or invoice in the return package, so we can track your purchase without delay.

1.2 Exceptions: PRODUCTS SOLD ON SALE ARE FINAL AND CANNOT BE RETURNED. WE RESERVE THE RIGHT TO DESIGNATE OTHER NON-RETURNABLE MERCHANDISE. ANY SUCH DESIGNATION WILL BE POSTED AT THE TIME OF THE SALE AND NOTED ON THE DETAIL PAGE OF THE MERCHANDISE AS NON-RETURNABLE.

1.3 Procedure For Returns: You may return a product bought on the Site only upon compliance with Our Return Procedure:

Shipping address: All items bought on MOONDREAM’s website must be sent to the following address:
MOONDREAM INC.
c/o Bergen Logistics
(RETURNS- NJ3 location)
5903 Westside Avenue
North Bergen, NJ 07047
Shipping Costs: Unless the return is for Items Shipped In Error, Damaged or Defective Merchandise as provided under Section 5 below, or the return is for replacement or cancellation, you shall be responsible for the shipping costs of any returned items – by using the UPS return label enclosed in the original shipment or by using any other carrier.
Shipment: You shall return the product with tracking package process and inform beforehand our Customer Service by email at customerservice.usa@moondream.com.
• MOONDREAM shall not be held liable for loss or theft of any return package and no refund will be possible.
Late Returns: Returns received outside of the FOURTEEN (14) business day window for retuning items will be accepted at Our sole discretion and will be subject to a 25% restocking fee of the original sale price. If We receive the same late return a second time, We will keep your merchandise and no merchandise credit will be issued.
Examination of Returns: Upon receipt of your returned items by MOONDREAM (MOONDREAM will email you to confirm receipt of your return package), a Customer Service representative will promptly examine your returned items to make a determination as to whether they can be deemed Eligible Returns, i.e. if they satisfy the conditions listed above. The Customer Service representative’s determination as to whether an item is an Eligible Return is discretionary and cannot be challenged by you.
Refund: MOONDREAM shall issue a refund to your account upon satisfaction of the above requirements and upon verification that the returned items are Eligible Returns. The refund will be for the original purchase price for such returned item as listed in the PO, less any applicable shipping costs (max. $9.90 for initial shipping costs and $10 for the return USP label if you use it).

Returns that do not meet these requirements will be sent back to you and you will not be refunded.
 

2. Refunds- Account Credits

If merchandise is accepted for return, the amount of your original purchase less the cost of the original shipment and, if applicable, the $10 charge for using the UPS return label will be refunded to your credit card.

Refunds are processed within approximately ten (10) business days of Our receipt of your merchandise.

Your refund will be credited back to the same payment method used to make the original purchase on the Site. If you paid by credit card, refund times will depend on the credit or debit card company's policies. Be aware that the refund date for the credit will coincide with the date of the original payment, therefore you will not be charged any interest fees.

If you paid by PayPal, refunds will be credited to your PayPal account and will be visible immediately. The date of reimbursement to the credit card associated with your PayPal account depends on the company that issued the card.

WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE.
 

3. Return Policy for Items Shipped In Error, Damaged or Defective Merchandise

If an item was shipped in error, turns out to be defective, was lost or damaged in transit, or was received with an unreasonable delay as defined under the Terms of Use, please contact our Customer Service representative via mail at (customerservice.usa@moondream.com) so we can resolve the problem. Our return procedure set forth in Section 3.3 applies to this Section, except that We will credit your account with the shipping costs you incurred to return such items, and except that a customer service representative will make a determination as to whether your items were either shipped in error, lost or damaged in transit, defective, or received with an unreasonable delay.
 

4. Return Policy If You Cancel an order

4.1 Returning Products: If you want to replace a product, our return policy set forth in Section 1.1 and our return procedure set forth in Section 1.3 apply to this Section. You must contact our Customer Service via email at customerservice.usa@moondream.com before any replacement take place.

4.2. Exchange: if you want to exchange products, you will not be charged shipping costs only if you use the UPS return label enclosed in the original shipment. If you exchange your product with a cheaper product, we will refund the difference in price; if you exchange your product with a more expensive product, we will charge you the difference in price.

4.3 Cancellation: If you want to cancel your order, We will credit your account of the total amount of the purchase price and you will not be charged of any shipping costs if you cancel before 1:00 PM (EST) for any orders submitted after 1:01 PM (EST) the day before. If you fail to cancel before 1:00 PM(EST) for any orders submitted after 1:01 PM (EST) the day before, You will be charged a fixed fee of $10 for our shipping costs.