• Return/Replacement request for any Order should be submitted within 2 days of receiving the
Product.
• Return Package should have the original Packaging slip.
• Damaged/ Missing/ Empty Packages/Wrong Products need to be returned within 2 days of
receiving the product.
• Refund/Replacement will be initiated only upon receiving of the product.
• Return request will be reviewed by Moonplus.
• In case the product was damaged while in your possession, Moonplus will not be under any
liability to process the refund/replacement
• After approval, pickup of the product will be arranged through our courier partners.
• If our reverse pickup service is not available on your address, we will ask you to
dispatch the product. The courier charges will be reimbursed by Moonplus.
• After the product is received, it is verified against your claim and accordingly,
Replacement or Refund is initiated.
• Please note that Replacement would depend upon the stock availability with the respective
merchant
• Few products are Non-Returnable. Please refer to the product page for further reference.
You can file a request from your Moonplus account & follow the given process: Log-In -> My Account -> My Orders -> Cancel-> Return (or) Replace a new piece.
Returns/Replacement are accepted under the following cases -
• Wrong Product – Wrong color/ size/ style
• Wrong item ordered/ delivered
• Unsatisfactory Product – Inauthentic/ Low Quality.
• Defective Product - Manufacturing defect/ Non-functioning
• Damaged Product – Physical damage/ Tampered product or packaging
• Wrong Quantity – Missing Products/ Parts
• Empty packages.
• If the Item is not as per description
Returns/ Replacement requests will not accepted under following cases –
• If Products are Altered/ Used
• If Product is Returned without Original Packaging (price tags, labels & accessories)
• If Serial Number is tampered
• For Defective product that is Reported after 3 days of the Delivery
• For Damaged/Missing/Empty Package/Wrong product that is reported after 2 days of the
delivery
• For Products sold under specific promotions, details of which would be mentioned in the
Product page , description and Terms & Conditions page
Any product that is mentioned as non-returnable on its product detail page cannot be returned.
If our reverse pickup service is not available at your address, we will ask you to dispatch
the product. Return address will be notified to you in a separate email, along with the
packaging instructions and required documents.
Please take care of the following-
• Mention the Order number/Delivery Address (in English) on the package.
• Attach it on confirmation email received after return filing.
• You will send one conformation mail before handing itover to the Courier Representative
• Track your Return Shipment on the Courier Company's Website
Check the status of your Return at ‘My Accounts’ Section and view the status. After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund. Please use your registered email ID and phone number for any further communication.
You can track the return current status via login to 'My Account'. And click the track order link using our mailed tracking number.
No, you don't need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you).
You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company's website. You can also track the status of your return request at ‘My Accounts ‘and view the returned order details.
We initiate the replacement or refund within 2 working days once we receive the product at our end.