1. Hygiene & Safety First
At MoonlitBox, your health and safety are our top priorities. Due to the intimate nature of our products (sex toys, lingerie, and wellness items), we uphold strict hygiene standards.
Important: For safety reasons, we generally cannot accept returns or exchanges on opened or used products unless they are defective. Once the hygiene seal is broken, the item is yours to keep. This ensures that every customer receives a brand-new, pristine product.
2. Eligibility for Returns
We accept returns within 30 days of delivery, provided that the item meets the following conditions:
- The item must be unopened, unused, and still in its original sealed packaging.
- Apparel/Lingerie must be unworn, unwashed, with all original tags attached.
- You must provide proof of purchase (order number).
3. Damaged or Defective Items
If your item arrives damaged, or if it stops working due to a manufacturing defect within the warranty period (usually 1 year for electronics), we will replace it free of charge.
Please contact us immediately at support@moonlitbox.shop with:
- Your Order Number.
- A clear photo or video of the defect.
4. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
- Shipping Costs: Original shipping costs are non-refundable. You will be responsible for paying for your own shipping costs for returning your item (unless the item was defective).
5. How to Initiate a Return
To start a return, please contact us at support@moonlitbox.shop. Do not send items back without first contacting our support team to receive a Return Authorization (RA) number.
