How to initiate a return/exchange:
- Simply send us an email via the contact page with your name, address, phone number, order #, item(s) and quantity and the reasons for the return.
- We will then respond within 48 hours and provide instructions to commence the process.
Exchanges and Refunds Policy:
- Exchanges and refunds are subject to a 25% restocking fee (+ re-shipping fee for exchanges)
- Items must be unused and in original undamaged packaging.
- Items can only be returned within 30 days of the purchase date (minus 25% restocking fee + re-shipping fee).
- Such reasons for exchanging your product can include:
- Exchange for upgrade
- Product not as expected
- Ordered wrong product
- Refunds will not be accepted if the customer 1) simply changed their mind 2) acquired another product whilst our package was in transit or 3) boot does not fit (we will exchange for a new size for no charge)
- The customer is responsible for postage costs incurred in returning the item to us. Please note the product must be unused and in original condition and needs to be returned in original undamaged packaging, with tags attached suitable for re-sale. We are unable to approve exchanges if the product is used and/or has damaged packaging.
Defective Goods policy:
- Please contact us within 30 days if your goods are defective/faulty/damaged.
- We will communicate with the manufacturer on your behalf to exchange the product for free (if approved by the manufacturer).
- Moon Boot Store does not directly provide warranties for defective/faulty/damaged products.
- Warranties are covered by the brand manufacturer’s warranty.
- The warranty period of a particular product can be found displayed on the manufacturer’s website(s).
- Warranty periods can vary considerably between brands, so please be sure to check prior to purchasing.
- You acknowledge that Moon Boot Store is a only a distributor of the products that we sell, and that warranties are wholly the responsibility of the manufacturers and not Moon Boot Store.
- The customer is responsible for postage costs incurred in returning the damaged item to us. Please note the product must be unused and in original condition and needs to be returned in original undamaged packaging, with tags attached. We are unable to approve exchanges if the product is used and/or has damaged packaging.