Refund policy

At MOON MIRROR, we take pride in the craftsmanship of our products. We’re confident you’ll love your new mirror or lights, but if you have any trouble, we make returns as simple as possible.

We accept returns for 30 days after delivery on items ordered from our website. To initiate a return, please contact support@moonmirror.co. Once we receive your items, we’ll issue a refund to your original payment method. To ensure a damage-free return, we ask that you send the item back in its original packaging.

If your item is not what you expected due to a manufacturer defect, we will provide a no-charge prepaid return label. For returns that are out of our responsibility, we will provide a prepaid return label and may deduct the return shipping charge as well as the restocking charge from your refund. We ask that customers measure their space and review our size& colour guide prior to placing an order.

If your item arrives in less than perfect condition, please email us at support@moonmirror.co with a picture of the damage. Once confirmed, we will ship a replacement item within 1 business day. You won’t need to send the damaged item back.

HOW TO INITIATE A RETURN

1. Contact us Firstly

Contact our customer service by email at support@moonmirror.co with the order ID and clear product photo, and indicate the reason, condition, and resolution. Returns cannot be processed without this information. 

2. Get the Notification or Prepaid Shipping Labels from us.

We will reply as soon as possible with your inquiry, requirement, or complaints and we will also notify you of the approval or rejection of your returning& refunding request.

3. Print the Shipping Labels out, Pack the item& Take the Parcel to the Local Post Office to Send it Out.

If it goes with the return process, please print the return label we send to you and securely tape it on the outside of your return package. 

Put the item in its origin package and seal the box with the tape. Items must be returned undamaged with all original parts packed. We do not accept a returned item that's damaged, incomplete or altered in any way.

Arrange your return package with your local post office and we will process your refunds as soon as we received the returned items.

4. Get a refund from us

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A credit will be automatically applied to your credit card or original method of payment, usually within 3-5 business days.
Please note that the shipping back fee and 10% restocking fee will be deducted from the refund to you. In order to avoid unnecessary loss and delay in the renovation, we suggest you measure the dimensions and think about the colour match before purchasing. 

FAQs

1. Oops, can I change or cancel my order?

Please contact support@moonmirror.co or call 513-716-5579 immediately. We’ll do our best to assist, but because our goal is to deliver your mirror ASAP, it’s not always possible to change or cancel orders especially when the item is already on the way to you. 

2. What do I do if my mirror arrives damaged?

While our packaging is specially designed to withstand small parcel shipping, mistakes do happen from time to time. Simply email support@moonmirror.co with a picture of the damage and we’ll send a replacement free of charge.

3. I need to return or exchange, but it's been over 30 days. What should I do?

Generally, we do not accept the return or exchange that is overdue. So please unwrap the box as soon as you received it to check the quality. If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

4. Do I need to pay for return shipping?

If your mirror is not what you expected due to a manufacturer defect, we will provide a no-charge prepaid return label. For returns that are beyond our control, we will provide a prepaid return label and may deduct the return shipping& restocking charge from your refund. We ask that all customers measure their spaces and review our size& colour guide prior to placing an order.

5. When will I be refunded?

For a refund, it will be issued to your original payment method within 3 to 5 business days of receipt of your item(s) or in the form of online credit. Refunds cannot be returned to alternate cards or different forms of payment. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.