Basel Suitcase Set of 3-Navy

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 the UAE.

Q: Next Day Delivery in Dubai (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
A 5% restocking fee will be deducted from the total order value, along with shipping cost deductions.

Q: Are Shipping Charges Refundable?
Shipping charges are non-refundable in paid shipping transactions.

GCC Orders
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 and 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?
You can pay using Debit or Credit Cards.

Q: How Do I Know That You Have Received My Order?
We will send you a confirmation email or SMS as soon as we receive your order. We may also call you to confirm your order.

Q: What If My Order Is Delivered Incorrectly?
We always carry out quality checks and ensure your products are carefully packed and delivered in perfect condition. If your order arrives damaged or incorrect, email us with your order ID, and we'll replace the item as soon as possible.

Q: Is There a Minimum Online Spend?
No, you can 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, once your order is submitted and confirmed, we will send you an email or SMS confirmation. A printed copy will also be delivered with your order.

Q: What Is the Cancellation Policy for Orders Placed on the Website?
You may cancel your order by emailing us at info@moonfactoryoutlet.com before the order has been dispatched.  
Cancellations after dispatch are not possible. However, you may return the product under our hassle-free Return Policy, but delivery charges will apply.

Q: What Happens If I Am Not Home to Accept the Order Delivery?
Our courier partner will contact you on the mobile number provided at the time of placing the order. You can suggest an alternate schedule for receiving your order.  
If the courier is unable to contact you after one unsuccessful attempt, the order will be auto-canceled, and the amount will be refunded to your account (if prepaid), except for the delivery charge, which will be deducted.

Q: Can I Change My Delivery Address After Placing the Order?
No, the delivery address cannot be changed after an order has been placed. You may cancel the order and place a new one with updated delivery information.  
We strongly recommend keeping your contact information updated.

Q: Is Payment on Moon Safe and Secure?
We adhere to the highest standards of payment security. Our Payment Gateway is 3D-secured and Visa/MasterCard verified. Your credit card details are not stored on our website.  
We accept all internationally accepted Visa and MasterCard debit or credit cards.