Return and Refund and Cancellation Policy

Last updated: November 25, 2025

Thank you for shopping with MoonLab. This combined Return, Refund & Cancellation Policy outlines the terms under which returns, refunds, and cancellations may be requested. By placing an order with us, you acknowledge and agree to the following terms.

🔹 1. Return & Refund Policy

1.1 90-Day Return Window

We accept return requests within 90 days from the date your package is marked as delivered.

To initiate a return, please contact us at support@moonlabinterior.com.
Returns must be approved before being shipped back.
Items returned without prior authorization will not be accepted.

1.2 Return Eligibility

To qualify for a return:

  • Item must be unused, unworn, and in its original condition

  • Original packaging, accessories, and manuals must be included

  • Proof of purchase is required

Returns that arrive damaged, incomplete, or used may be rejected or receive a partial refund.

1.3 Return Address

All approved returns must be sent to:

MoonLab Return Center
Unit 507, 5/F, Lai Sun Yuen Long Centre
27 Wang Yip Street East, Yuen Long, Hong Kong

Customers are responsible for safe return packaging.

1.4 Damaged / Defective / Wrong Items

If the product arrived defective, damaged, or incorrect:

  1. Contact us within 7 days of delivery

  2. Provide order number

  3. Send clear photos/videos of the issue

We will review and issue instructions for next steps.

1.5 Non-Returnable Items

We do not accept returns for:

  • Opened personal care items

  • Perishable goods

  • Customized or personalized items

  • Hazardous materials

  • Gift cards

  • Final-sale/clearance items

If unsure, contact us before submitting a return.

1.6 Refund Processing

After receiving and inspecting your returned item:

  • We will notify you whether your refund is approved

  • Approved refunds are issued to your original payment method within 10 business days

  • Banks/card issuers may require additional time to post the refund

If 15+ business days pass after approval, please contact us.

1.7 Lost or Stolen Packages (Marked Delivered)

If tracking shows “Delivered,” MoonLab cannot issue refunds for lost or stolen packages.

Customers should:

  • File a claim with the carrier

  • Contact local authorities if theft is suspected

We may offer a replacement at our discretion, depending on the case.

1.8 Before Filing a Chargeback

If you experience issues with your order, please contact us first at support@moonlabinterior.com.

Most issues are resolved quickly through:

  • Tracking investigation

  • Carrier review

  • Replacement shipments

  • Return authorization

Filing a chargeback before contacting us may delay resolution and will be challenged using:

  • Delivery confirmation

  • Fulfillment timestamps

  • Order records

  • Communication logs

1.9 EU Customers – 14-Day Cooling-Off Period

For orders shipped to the European Union, you may return your order within 14 days for any reason.
Items must still meet the standard return conditions (unused, original packaging, proof of purchase).

🔹 2. Cancellation Policy

2.1 Cancellation Window

We accept cancellation requests within 12 hours of placing your order.

Because orders are processed quickly, cancellations after this timeframe cannot be guaranteed.

To request cancellation, email us at support@moonlabinterior.com.

2.2 Orders Already Processed or Shipped

Orders that have been:

  • Prepared for shipment, or

  • Shipped to the carrier

Cannot be cancelled.

Customers must wait to receive the item and then request a return under our Return Policy.

Refusing a package upon delivery is not considered a valid cancellation and may incur additional fees.

2.3 Incorrect Address Provided by Customer

If you entered the wrong address:

  • Contact us within 12 hours to request a correction

  • Corrections after this time may not be possible

  • Orders delivered to an incorrect address due to customer error are not eligible for refund or cancellation

2.4 Fraudulent or Unauthorized Disputes

Filing a chargeback instead of contacting us may result in:

  • Delayed resolution

  • Account restrictions

  • Dispute evidence submission (tracking, fulfillment, logs)

We encourage customers to contact us first for the fastest assistance.

2.5 Order Cancellations by MoonLab

We may cancel an order if:

  • The address is incomplete or unverifiable

  • The transaction is flagged as high-risk

  • The product becomes unavailable

  • The customer does not respond to our verification emails

A full refund will be issued for cancelled orders.

🔹 3. Contact Information

For returns, refunds, or cancellations:

📧 support@moonlabinterior.com

Moon Lab / Dreamstar92 LLC
Registered Address:
3400 Cottage Way Ste G2 #23073
Sacramento, CA 95825, United States

Return Warehouse:
Unit 507, 5/F, Lai Sun Yuen Long Centre
27 Wang Yip Street East, Yuen Long, Hong Kong