Refund policy
We hope you are completely satisfied with your products and our step-by-step tutorial service, if you are looking to return or exchange your order for whatever reason, we are here to help. Following is our worry-free return policy.
What is your return and refund policy?
We offer returns or exchanges, and we will accept any full-size product, unused condition, and in the original unopened packaging within 30 days of initial purchase. You can return your product for store credit, a different product, or a refund to the original payment method.
Please note the following exceptions to our return and refund policy:
- We cannot accept returns on final sale items or gift cards.
- Returned items must be in unused condition with the original package.
NOTE: The return products must be in sealed, unopened condition. For hygiene reasons, we DO NOT accept returns for the product which are likely being used for any reason.
What are the steps to return products?
Step 1: Simply contact Customer Service to initiate your return/exchange at support@sunmooncare.com. Our Customer Service Team is always there to assist you to complete the return form.
Step 2: If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package.
Step 3: Please safely pack the products and ship them through your preferred carrier. Once your return is received and inspected, your refund will be processed immediately.
Please note that:
- Items sent back to us without first requesting a return will not be accepted.
- Return package on your own reason will be charged for a 10% package, handling, and restocking fee, the cost of sending & return shipping will be deducted from your refund.
- If you do not want to use our return shipping service, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
What if I did not receive the package but marked delivered?
If your tracking information shows that your package was delivered but you cannot find it, do the following:
- Verify the shipping address in Your Orders.
- Look for a notice of attempted delivery.
- See if someone else accepted the delivery unless you have health or safety concerns about doing so.
If there is still no sign of the package, please contact us at support@sunmooncare.com. We will contact the carrier for you and file a claim.
What if I received an order with broken or missing items?
Firstly, we can guarantee each product is fully inspected and sanitized before shipping out.
If you receive any defective products, please contact Customer Service at support@sunmooncare.com as soon as after receiving your delivery.
If the package is broken during the transport, please take pictures of both the outside and inside the shipping package, and damaged contents, then send them to us (must be reported before FIVE calendar days from the delivery date), we will send a free replacement order, and deal with the carrier for the rest of claim process.
***Important: The damage during the shipment must be reported before FIVE CALENDAR DAYS from the delivery date.
What if I break the product on my own behavior, do I have to buy a whole new set?
No! That is why we offer a lifetime replacement service once you place your order with us. Whenever this happened, all you need to do is easily email us at support@sunmooncare.com, attach a photo of the broken parts, and we will ship you a replacement with the shipping and a minimum handle fee, instead of the full retail price. This is not only a one-time claim, you can claim it up to FIVE times in your lifetime! Just enjoy the practice!
What if I put the wrong shipping address?
Please email support@sunmooncare.com as soon as possible to update the address, the international shipment cutoff time is the next noon in MDT; the domestic shipment cutoff time is 2 pm in MDT.
If your package already turn over, and you would like a redirection service, please email support@sunmooncare.com, we are happy to help and get a quote with a low rate from the courier that we cooperated with.
If you would like to cancel the package, please refer to the return policy above.
Where can I find the invoice?
For orders within Canada, your detailed invoice is attached with your orders.
For international orders, the commercial invoice is the document only used for the price, value, and quantity of physical goods in your orders, which might not include the virtual service, added value. Please email support@sunmooncare.com for the detailed invoices.