Moon Knight LLC is committed to providing high-quality, customized fragrance products and a satisfying shopping experience. Should you have any questions regarding your order or the items you have received, please review our refund and return policy below to understand the eligibility criteria, processing procedures, and relevant terms.
1. Return Request Period
Customers may request a return or refund within 30 days of receiving their items. Please provide your order number, the name of the item(s), and the reason for the return when submitting your request.
All return requests must be confirmed by our customer service team before items are sent back. Packages returned without prior confirmation may not be promptly identified or processed.
This policy does not limit any other rights granted to consumers under applicable law.
2. Return Policy for Customized Fragrance Products
Moon Knight LLC offers handmade fragrance wax tablets, artisanal wooden diffusers, and decorative fragrance ornaments. Some of these items are crafted based on specific shapes, scents, or personalized requirements chosen by the customer.
For return requests based on changes in personal preference, scent taste, or instances where a customized item does not meet individual expectations, standard return procedures may not apply. Please refer to the specific product page and applicable laws for further details.
If an item has a manufacturing defect, does not match your order, was damaged during transit, or differs substantially from the confirmed customization requirements, please contact us immediately. We will investigate the situation and provide an appropriate resolution—such as a replacement, reshipment, or refund—in accordance with our policies and applicable law.
3. Condition of Returned Items
If an order qualifies for a return, the items should be kept in their original condition as much as possible and returned along with all original accessories, packaging, and order documentation.
For returns due to quality issues, incorrect shipments, or transit damage, please retain the original packaging whenever possible and provide clear photographs of the items to assist us in verifying the situation.
If a fragrance product has been used, damaged, or is missing accessories, this may affect the processing of a standard return request. However, this provision shall not improperly restrict any quality guarantees or other consumer rights mandated by law. 4. How to Request a Return
Please follow the steps below to submit a return request:
Step 1: Contact us via our customer service email, providing your order number, the name of the item(s), the reason for the return, and any necessary photographs of the item(s).
Step 2: Wait for our customer service team to review your request; you will then receive a return confirmation along with specific return instructions.
Step 3: Follow the instructions provided by our customer service team to ship the eligible item(s) to the designated return address. Please retain the shipment tracking number, if applicable.
Step 4: Once the item(s) arrive, we will inspect them and notify you via email regarding the outcome of your return request.
5. Return Address
Please send all approved returns to the address confirmed by our customer service team:
234 Heath St, Milpitas, CA 95035
6. Refund Processing Time
Once a return is approved and all necessary verifications are complete, we will process your refund in accordance with our applicable policies.
After a refund is approved, it is typically submitted for processing within 5–10 business days. The actual time it takes for the funds to appear in your account may vary depending on your payment provider, issuing bank, or the payment method used.
In principle, refunds will be issued to the customer’s original payment method. If the original payment method cannot accept the refund, we will work with the customer to determine an alternative solution that complies with legal requirements.
7. Return Shipping Costs
If a return is initiated due to a change of mind, an incorrect selection of customization options, or other reasons unrelated to product quality—and the request meets our return policy criteria—the customer may be responsible for the return shipping costs.
If a return is due to a product defect, an incorrect item being shipped, damage during transit, or other circumstances for which we are legally responsible, we will cover the costs associated with the return or other necessary remedies, in accordance with the specific situation and applicable laws.
Any applicable costs or arrangements will be communicated to the customer during the return process.
8. Order Cancellation and Refunds
If you need to cancel an order, please contact us as soon as possible.
For orders that have not yet entered the production or shipping phase, we will review your cancellation request based on the current status of the order. Please note that for customized items that have already entered production or the shipping process, cancellations or refunds may be restricted. The above limitations do not apply in cases where applicable law requires the provision of a refund or other remedies.
9. Non-receipt of Refunds
If you have received a notification that your refund has been approved but the funds have not yet arrived, please first check the transaction history for your original payment account and with your payment service provider.
If you still have not received your refund after a reasonable processing period, please contact us via our customer service email, providing your order number and refund confirmation details, so that we may assist you in looking into the matter.
Thank you for choosing Moon Knight LLC.