Refund policy
At The Moonbean Edit, we want you to feel confident when shopping with us. As our store curates items from different trusted suppliers, return and refund arrangements may vary slightly depending on the product, supplier, and fulfilment location. This policy sets out our general approach to returns, refunds, exchanges, damaged items, and order cancellations.
By placing an order with us, you agree to the terms below.
1. Return Window
You may request a return within 7 days of receiving your order.
To be eligible for a return, the item must be:
- Unused, unopened, and in its original condition;
- In its original packaging, including tags, labels, manuals, accessories, and any included parts;
- Free from stains, odours, damage, washing, alteration, or signs of use; and
- Accompanied by proof of purchase, such as your order confirmation or order number.
Items sent back to us without prior approval will not be accepted.
2. How to Request a Return
To start a return request, please contact us at:
hello@themoonbeanedit.store
Please include:
- Your full name;
- Order number;
- Product name;
- Reason for return;
- Clear photos or videos of the item and packaging, where relevant.
Once we review your request, we will let you know whether the return is approved and provide further return instructions. Please do not send any item back before receiving our written instructions.
3. Return Shipping
Unless the item is defective, damaged, incorrect, or missing parts due to our or our supplier’s error, customers are responsible for return shipping costs.
Return shipping fees are non-refundable.
As our products may be fulfilled by different suppliers, the return address may differ from the original shipping address and may vary by product. We will provide the correct return address once your return request is approved.
We recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, damaged, or sent to the wrong address.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, incorrect, or missing parts, please contact us within 48 hours of delivery at:
hello@themoonbeanedit.store
Please provide:
- Your order number;
- A clear description of the issue;
- Photos or videos showing the defect, damage, incorrect item, or missing parts;
- Photos of the outer packaging and shipping label.
We will review the issue and, where approved, may offer a replacement, store credit, partial refund, or full refund, depending on the circumstances and supplier’s assessment.
Damage caused by misuse, improper assembly, normal wear and tear, accidental damage, or failure to follow product instructions is not eligible for refund or replacement.
5. Non-Returnable Items
For hygiene, safety, supplier, and product-specific reasons, the following items are generally not eligible for return or refund unless they arrive damaged, defective, or incorrect:
- Items that have been opened, used, assembled, washed, worn, or altered;
- Personal care, hygiene, feeding, teething, bath, bedding, or sleep-related items;
- Customised, personalised, made-to-order, or special-order products;
- Sale, clearance, promotional, or final-sale items;
- Gift cards or digital products;
- Items with missing packaging, accessories, manuals, parts, tags, or labels;
- Items returned after the approved return window;
- Items damaged due to customer handling, misuse, incorrect installation, or improper storage.
Certain products may have additional return restrictions due to supplier terms. Where applicable, these restrictions may be stated on the product page or communicated during the return review process.
6. Exchanges
We do not guarantee direct exchanges because our products may come from different suppliers and stock availability may change.
If you need a different item, colour, size, or variation, please contact us first. Where possible, we may assist with an exchange request. Otherwise, you may need to place a new order after your return has been approved and processed.
7. Refunds
Once your approved return is received and inspected, we will notify you of the refund decision.
If approved, your refund will be processed to your original payment method. Please allow time for your bank, card issuer, or payment provider to process and post the refund.
Original shipping fees, delivery fees, insurance fees, priority processing fees, and other non-product charges are generally non-refundable unless the refund is due to our or our supplier’s error.
We reserve the right to issue a partial refund if the returned item is not in its original condition, has missing parts, or shows signs of use.
8. Order Cancellations
Please contact us as soon as possible if you wish to cancel your order.
We can only cancel an order if it has not yet been processed, packed, fulfilled, or shipped by the supplier. Once an order has been processed or shipped, we are unable to cancel it, and the order will be subject to this return and refund policy.
9. Wrong Address or Failed Delivery
Please ensure that your shipping address is complete and accurate before placing your order.
We are not responsible for orders that are delayed, lost, returned, or undeliverable due to an incorrect, incomplete, or outdated address provided by the customer.
If a parcel is returned to sender due to an incorrect address, failed delivery, refusal to accept delivery, or failure to collect the parcel, we may offer a reshipment at the customer’s cost, subject to supplier approval and product availability.
Refunds may not be available for orders affected by incorrect address details or failed delivery caused by the customer.
10. Lost or Delayed Parcels
Shipping times may vary depending on the supplier, destination, customs clearance, courier service, and peak season delays.
A parcel will not be considered lost simply because it is delayed. If your order appears significantly delayed, please contact us and we will help check the tracking status with the supplier or courier.
If a parcel is officially confirmed as lost by the courier or supplier, we will review the case and may offer a replacement or refund, depending on the supplier’s outcome.
11. Colour, Size, and Product Variations
We do our best to display product images, colours, descriptions, and measurements as accurately as possible. However, slight differences may occur due to screen settings, lighting, manufacturing batches, or manual measurement.
Minor colour differences, small measurement variations, or packaging changes are not considered defects unless they materially affect the use of the product.
12. Supplier-Specific Conditions
As we work with multiple suppliers, some products may be subject to supplier-specific return, refund, or replacement conditions. If a supplier’s return conditions are stricter due to hygiene, safety, customisation, fulfilment location, or product category, those conditions may apply.
We will always try to assist fairly and reasonably, but approval of returns, replacements, or refunds may depend on the evidence provided and the supplier’s review.
13. Contact Us
For any return, refund, cancellation, or order issue, please contact us at:
The Moonbean Edit
Email: hello@themoonbeanedit.store
Please include your order number so we can assist you more quickly.