Where is the Warranty Valid?
The product warranty is applicable only for orders placed within the UAE.

What Does the Warranty Cover?
The warranty covers the repair or replacement of parts for select items and categories.

Luggage Warranty Terms
For luggage, the warranty covers the repair or replacement of removable parts, including wheels, locks, handles, and trolley systems.

Trolley/Wheeled School Bag Warranty
The warranty for trolley or wheeled school bags covers the repair or replacement of removable parts such as wheels and trolley systems.

Baby Stroller Warranty
Baby strollers are not covered under warranty. However, in rare cases, we may attempt repairs without guaranteeing a solution.

What is Not Covered by the Warranty?
- Baby products are not covered by the warranty.
- Luggage warranties do not cover cracked shells (for hard cases), torn bodies (for soft cases), or cosmetic issues like scratches or scuffs from usage. Claims for damaged luggage shells or torn bodies should be made with the airline or airport.
- Trolley or wheeled school bags are not covered for backpack straps, zippers, lining, stitching, broken inner base frames, or cosmetic damage due to use.

How to Request Warranty Services in the UAE
To request warranty services, [click here](#) or email us at info@moonfactoryoutlet.com for assistance.

How to Claim Manufacturing Defects
To report a manufacturing defect, please email us at info@moonfactoryoutlet.com with a detailed explanation, proof of purchase, and photos. Once approved, we will arrange a return for inspection. If confirmed, we will notify you and process a refund. If no defect is found, the item will be returned to your provided address.

How is My Refund Calculated?
Refunds or replacements are calculated based on the item’s value, factoring in the years of usage compared to the warranty period. For example, if an item with a 5-year warranty was purchased for AED 100 and used for 2 years, the refund would be calculated as AED 100 ÷ 5 years × 3 years remaining = AED 60.

Q: Do You Offer Free Delivery in the UAE 🇦🇪? Yes, we offer free delivery for all orders above AED 299 in UAE.

Q: Next Day Delivery in Dubai 🇦🇪—almost every time (Orders Before 4 PM) Place your order by 4 PM on weekdays for next-day delivery within Dubai city limits. The delivery company will contact you directly. Please note, this service does not apply on weekends (Saturdays and Sundays) or in remote areas. Some orders may take longer due to unforeseen circumstances.

Q: Orders After 4 PM (UAE  🇦🇪-wide Delivery) Orders placed after 4 PM on weekdays will be delivered within 2 to 5 working days across the UAE.

Q: Delivery to Remote Areas (UAE  🇦🇪 Outside City Limits) Delivery to remote areas in the UAE may incur additional charges, starting from AED 60, depending on the product category and size.

Q: Return Fees 5% restocking fee will be deducted from total order value & shipping cost deduction

Q: Shipping charges are non refundable in paid shipping transactions.

GCC Orders Charged shipping to GCC countries typically takes 3 to 8 working days, depending on customs processing times.  

Kuwait 🇰🇼 : you may need to collect your order from the local post office. Please follow the courier’s instructions and use the tracking number.  

Qatar 🇶🇦 : A local fee of QAR 20 is required when collecting your order.  

Oman 🇴🇲 : A local fee of OMR 1 is required when collecting your order.

Q: Remote & Non-Serviceable Areas Some areas are considered remote or non-serviceable, meaning delivery cannot be completed. In such cases, additional charges may apply if a courier partner can arrange the delivery.

Q: Multiple Transactions If multiple transactions are made, they may appear separately on your cardholder's statement.

Q: What are the Payment Options available for placing an order?

Debit Card/Credit Card Payment.

Q: How do I know that you have received my order?

We'll drop you a confirmation Email or SMS as soon as we receive an order. We'll also give you a call to confirm your order.

Q: What if my stuff is different from what I ordered when it arrives?
What if my order is delivered wrong?

Hopefully this won't happen! We always carry out quality checks and ensure your products are carefully packed and delivered to you in perfect condition. Just in case your stuff arrives damaged, do not worry, email us with your order ID and we'll be happy to replace the item as soon as possible.

Q: Is there a minimum online spend?

Nope, spend as little or as much as you like.

Q: If I order more than one product, will they all be delivered together?

Yes, all your products will be delivered together.

Q: Do I get a receipt for my online order?

Yes, as soon as your order is submitted and confirmed we will send you an email/SMS confirmation, you'll also get a printed copy when your order is delivered.

Q: What is the cancelation policy for orders placed on the website?

You may cancel by emailing us info@moonfactoryoutlet.com order until before the order has been dispatched.

Cancelations after dispatching the order is not possible. However, you may choose to return the product based on our hassle free Return Policy but you going to pay for the delivery charges.

Q: What happens if I am not home to accept the order delivery?

Our courier partner will contact you on the mobile number you had given at the time of placing the order.

You may suggest an alternate schedule for receiving your order. However, after 1 unsuccessful attempts to contact will result in auto cancellation of your order and amount refunded to your account (if paid) except for delivery charge will be deducted.

Q: Can I change my delivery address after placing the order?

No. You cannot change the delivery address after an order has been placed. However, you may cancel and re-initiate a new order with the updated delivery information.

We strongly recommend you to keep your contact information updated at all times.

Q: Is the payment made on Moon safe and secure?

We adhere to the highest standards of payment security. Our Payment Gateway is 3D secured and is Visa verified and MasterCard secured. Your credit card details are not stored on our website.

We accept all internationally accepted visa/master debit/credit card.