Refund Policy
Shop Refund Policy / Physical Store
No Cash or Card refund in all cases.
Only In-Store Credit will be issued upon confirmation if Item is Defected.
- In Original Condition & Unused.
- Original Receipt to be presented - If no receipt we can not help your refund.
- Should be in perfect & working condition.
- Within 3 days from date of purchase.
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Online Store Refund Policy
No Cash refund only Card refund upon approval once your items is back and inspected.
- Through email only. (Picture of concern + attached invoice)
- In Original Condition & Unused.
- Original Receipt to be presented - If no receipt we cannot assist your refund.
- Should be in perfect & working condition.
- Report within same day of delivery to your doorstep.
If 24 hours have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange for (reported defect Item). (no cash refund).
Refunds will be done only through the Original Mode of Payment.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You must have a valid reason for returning it and must be approved by us first.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines seasonal items such as Ramadan Kareem, Eid Mubarak markings, etc… cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases or that may cause hygienical problems such as comforter sets/towels, etc...
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Health and personal care items/Cosmetics
- Hygienic related products such as comforter sets/ towels etc...
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer or brand (only through MOON Department Store).
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 7 working days after delivery.
Refunds/Partial or Full ‘decided by us’ (if applicable)
Items may not be returned for the reason that you changed your mind or you do not like it, we advise you to select your products carefully before purchasing ‘note that any selected product based on the picture will never be as actual, 5 to 10% chance of difference might be there’.
Order cancellations by customers or refusal to accept delivery from the courier will incur cancellation & return fees. These fees, known as the 'Return to Sender (RTS) Return Fee,' shipping fees will be deducted from the refund issued to the customer.
Credit Card (Gateway Service Fees) will be ducted from the canceled or rejected orders will apply on our website.
Transaction fee of 1% will also be deducted from any refund claims.
All shipping charges are non-refundable.
Return Fees applicable and will be deducted from transaction amount in all cases. 5% from order value + 50DHS Flat Rate.
Upon receipt of the Goods and subject to the terms of this Agreement, a refund will be issued within 21 Business Days or more depending on the situation.
Credit may be returned to you only in the following ways: (only if products suffers from manufacturing defect)
- As store credit in your moon factory outlet account, with 2 months expiry date.
- As an exchange (as appropriate) for the same amount or less, post-deducting delivery charges for another item from Moon Factory Outlet.
- As a refund to your credit card (not valid for cash on Delivery orders) if the company accepts after deducting the delivery charges if less than the stated minimum purchase amount.
It’s the customer's responsibility to maintain all the original packing materials. all Good(s), must be returned in their original packaging. If this does not happen, the order is not eligible for return.
Even if the item is faulty or defected, packing must be mainlined for return. Moon factory outlet maintains the right to cut 50% or more of the total product value if returned without packaging.
It is the Customer’s responsibility to ensure that returned items are returned safely. Moon factory outlet takes no responsibility for lost Goods/damaged while sending back and the Customer will be solely liable for the shipment cost of the return.
Approved Refunds will be done only through the Original Mode of Payment (not valid in cash what so ever).
Damaged & Faulty Returns
All items must be inspected immediately while the shipping company is present. We take no responsibility for issues reported afterward. Rest assured, we dispatch your orders without any faults.
Within 24 hours of receiving the products purchased, all items must be opened and checked by the customer (maintaining the original packing). If this does not happen moon factory outlet cannot be liable for any damage or faulty, and order isn't eligible for return.
If any customer received a faulty or damaged item, Moon Factory Outlet must be notified by official email within 24 hours to (info@moonfactoryoutlet.com) upon receiving the goods and follow the correct returns policy as stipulated above.
As stipulated in the terms above, Moon Factory Outlet MUST issue a return authorization, before customers are able to return the goods. Unauthorized returns cannot and will not be accepted.
As stipulated above, all returned products must be in their original condition and packaging, with all accessories. They must not be changed, used, or altered in any way, shape, or form. They must also be unmarked and assembled in any way.
Even if the item is faulty or defected, packing must be maintained for return. moon factory outlet maintains the right to cut 50% of the total product value if returned without packaging.
Canceling your order
You are able to cancel your order if you decide that you no longer want to go through with your purchase and change your mind. All you have to do is let us know as stated above, and only if your goods have not already been dispatched, we will cancel your order and refund you as stated in the above policy. Please note as stipulated above this does not apply to custom-made orders.
Your order MUST be canceled before the dispatch of goods. If the items have been dispatched and left our store, all shipping fees WILL NOT be included within the refund.
Sale / Special Offers / Campaigns
All the orders placed on sale/special offers/campaigns are non-refundable or exchangeable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund (partial or full).
If you are approved, then your refund will be processed by either credit note on our website which you may use up to 6 months period, or a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days deducting the delivery charges.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@moonfactoryoutlet.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@moonfactoryoutlet.com (once confirmed by us).
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping
To return your product, you should mail your product to: HAPPY JOURNEY GENERAL TRADING CO L.L.C., D62 Street, Nad Al Hamar, Waha Community, 42134 Dubai DU, United Arab Emirates (once confirmed by store)
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over AED100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
By purchasing any products from our website, you are agreeing to all our terms and conditions mentioned above and on the entire website.
We reserve the right to protect the best interests of our company. Our policies are based on consumer rights and are designed to ensure mutual satisfaction for both our customers and our company.