Shipping and Returns Policy
Our policy lasts for 30 days .
If more than 30 days have passed since your purchase, unfortunately we will not be able to offer you a refund or exchange.
Conditions for return
To be eligible for a refund:
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The item must be unused , in perfect condition and in its original packaging .
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You must present the receipt or proof of purchase .
The following items are non-returnable:
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Gift cards.
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Customized or handmade products made to order , except for manufacturing defects.
Changes
If you wish to make a change, please send us an email to info@hellomoondog.com indicating the order number and the reason.
Only one exchange per product is allowed, either for another size of the same item or for a different product .
If it is not possible to make the change, for any reason of our own or of no other reason, the return shipping costs will be borne by the customer .
Shipping costs are non-refundable . If a refund is approved, the return shipping cost will be deducted from the total amount.
The delivery time for the new product may vary depending on the customer's location.
Refunds
Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected .
If approved, we will process the refund and the amount will be automatically credited to your original payment method within a few business days.
Late or missing refunds:
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Check your bank account again.
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Contact your credit card issuer (sometimes it may take some time to appear).
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If it still doesn't appear, contact your bank.
If you haven't received your refund after these steps, please write to us at info@hellomoondog.com .
Items on sale
Only full-price items can be refunded.
Products on sale or with a discount are non-refundable.
Return shipping
We recommend using a tracked shipping service or purchasing shipping insurance .
Moondog cannot guarantee receipt of the package if it does not have tracking.
