Refund policy
At MoonCottage, customer satisfaction is important to us. We understand that sometimes a product may not meet your expectations, which is why eligible purchases are covered by our 30-day free return and refund policy.
1. 30-Day Return Period
You may request a return within 30 days of receiving your order.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, including all components and accessories supplied with the product.
We recommend retaining the original packaging until you are satisfied with your purchase, where reasonably possible.
2. Free Returns
MoonCottage provides free returns for eligible products within the 30-day return period.
Please contact our customer support team before returning an item. We will provide the applicable return instructions and information necessary to complete your return.
Items sent to an address without first following the provided return instructions may experience processing delays.
3. Starting a Return
To request a return, contact:
Email: support@MoonCottage.store
Please provide:
- Your order number;
- The email address associated with your purchase;
- The product you wish to return;
- A brief explanation of the reason for the return; and
- Photos of the product and packaging when relevant to damaged, defective, or incorrect-item claims.
Our customer support team will review your request and provide appropriate return instructions.
4. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or materially different from what you ordered, contact us as soon as reasonably possible so that we can review the issue.
Depending on the circumstances and applicable law, an appropriate solution may include a replacement, return, or refund.
5. Refunds
Once an eligible returned item has been received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase.
After a refund has been processed by MoonCottage, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
6. Exchanges
If you would like a different product, size, style, or variation, please contact our customer support team. Depending on availability and the circumstances of the order, we will provide instructions regarding the available options.
7. Exceptions
Certain products may be ineligible for return where required for hygiene, health, safety, customization, or other legitimate reasons, subject to applicable consumer protection laws.
Products that have been materially altered, intentionally damaged, or used in a manner inconsistent with normal inspection may also be subject to limitations permitted by applicable law.
Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable law.
8. Contact Us
For questions about a return or refund, contact:
MoonCottage
1100 Atwater Ave
Westmount, Quebec H3Z 2Y4
Canada
Email: support@MoonCottage.store
Phone: (800) 832-3321
Website: MoonCottage.store