Return and Exchange Policy

Exchange Policy
We will gladly offer one time exchange if any purchased from us does not comply with consumer guarantees. To process an exchange request, you have to apply your request and arrange for return shipment within 7 days of the delivery. Unfortunately, we are unable to accept your exchange if more than 7 days have passed since your receipt.


Terms of Exchange:

  • For hygiene reasons, bodysuits, teddies, corsets, bras and panties are not exchangeable.
  • Please return items in their original packaging if possible.
  • Exchange shipment must be initiated and arranged within 7 days upon receipt.
  • Item(s) must be returned unworn, untried, unwashed, unaltered, undamaged, unused, free of stains, make-up or deodorant, and all with original tags attached.
  • Please do not send your products back to the sender’s address. Email us at moon25.lingerie@gmail.com or WhatsApp us at +85262382429 for assistance.
  • Shipping costs are not refundable unless you receive a defective or incorrect item.
  • Moon25 is not responsible for any damages or loss that occurs during the return process. We highly recommend that you use a postal service with a tracking option to track your return parcel.


Return for Exchange:

  • Items can be exchanged for one time only.
  • The exchanged item must be of equal or greater value, The remaining balance is required to be paid.
  • No cash will be refunded if the item exchanged is of lower value. A store credit (e-gift card) of the difference will be issued for your next purchase.

 

Exchange Process
Once we have received and inspected your return, we will send you an email notifying you that the item has been received and whether your exchange request has been approved or denied. We do not offer exchanges for items that have been used. If you're approved, your exchange will be processed.

Since we have to re-order new stock for the exchange, please allow us at least 7-10 business days to process the exchange once the returned item arrives at our warehouse. Exchanges will be shipped free of charge only to Hong Kong customers. For all exchanges outside of Hong Kong, please contact us for shipping costs.

Please ensure to obtain and send us a "Proof of Postage" via email or WhatsApp stating the courier company used and the tracking number. All returned items remain the responsibility of the customer until they arrive at Moon25.

Order Cancellation
If you wish to cancel your order for any reason, please email us at moon25.lingerie@gmail.com or contact us via WhatsApp at +85262382429 as soon as possible. We will do our best to satisfy your request. However, once an order has been processed, we cannot guarantee that it can be cancelled. A handling fee of 5% of the total order amount will be charged for each order cancellation and will be deducted from the refund amount.