Moona Lab™ 

Last updated: 03-November-2025

1. Overview

Because every Moona Lab™ product is handcrafted in small batches with natural ingredients, all sales are considered Final Sale. We do not offer refunds or exchanges based on personal preference, natural scent/texture variation, or results that vary by skin type.

Your satisfaction matters to us — if there’s a genuine issue with your order, we’ll make it right within reason.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at moonalab2025@gmail.com. Include:

• Your order number
• Clear photos of the packaging and affected item(s)
• A short description of the issue

We’ll review and may offer a replacement, store credit, or partial refund, at our discretion once evidence is verified.

3. Returns & Exchanges

For hygiene and safety, we cannot accept returns or exchanges on opened or used personal-care items.

If a return is approved (e.g., our shipping/packing error), the item must be unopened, unused, and in original packaging and returned within 7 days of delivery or pickup. Customers are responsible for return shipping unless the return is due to our error.

4. Refunds (If Approved)

Once a return is received and inspected, we’ll email you about approval or rejection. If approved, refunds are issued to your original payment method within 5–10 business days, depending on your bank/card issuer.

5. Local Pickup — Returns & Responsibilities

• Pickup readiness: You’ll receive an email when your order is ready for pickup. Please wait for this confirmation before arriving.
• Inspection at pickup: You may visually inspect your order at pickup. If something looks incorrect, notify us on the spot so we can help.
• Transfer of responsibility: Risk of loss or damage transfers to you once the order is handed over at pickup.
• Returns for pickup orders: If a return is approved, it must be dropped off at the same pickup location by appointment within 7 days of pickup, in unopened/unused condition and original packaging.
• Uncollected pickup orders: Orders not collected within 7 business days of your “ready for pickup” email may be cancelled or restocked at our discretion. In such cases, any refund (if issued) may be as store credit less reasonable handling fees.

6. Sale, Custom & Limited-Edition Items

Sale, promotional, custom, gift-set, or limited-edition items are final sale and not eligible for return or refund.

7. Missing or Stolen Packages (Shipped Orders)

If tracking shows “Delivered” but you haven’t received your package, please check with household members, neighbors, or your local post office/carrier. Moona Lab™ is not responsible for packages lost or stolen after carrier confirmation of delivery. For damaged or missing shipments, contact us within 48 hours so we can assist with a carrier inquiry if applicable.

8. Natural Variations

Our formulas use natural butters, oils, and botanicals. Slight variations in color, scent, or texture are normal and not considered defects, and they do not qualify for refund/replacement.

9. Order Cancellations

We begin processing orders promptly. Cancellations after checkout are not guaranteed. Email moonalab2025@gmail.com immediately and we’ll do our best to help before shipment or pickup.

10. Contact Us

Need help with your order?

Email: moonalab2025@gmail.com
Location: Toronto, Ontario, Canada
Moona Lab™ — Skin Made To Be Kissed™

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By completing a purchase from Moona Lab™, you agree to this Return & Refund Policy and our Terms & Conditions. For shipping timelines and local pickup details, please see our Shipping Policy.