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At Moonside, our smart lighting products are crafted, assembled, inspected, and packed with care in our design and manufacturing studio. Many of our products are made to order or produced in small batches, allowing us to maintain quality, test each unit, and prepare every shipment safely.
We want every customer to feel confident ordering from us. If there is a problem with your order, please contact us first so we can review the situation and provide a fair solution.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@moonside.design
Because many of our products are made to order, cancellation depends on the current order status.
If production or fulfillment has not started, we may be able to cancel and refund the order.
If the order has entered production, assembly, testing, packing, or shipment preparation, cancellation may no longer be possible.
Once an order has shipped, it cannot be canceled.
Non-Defective Products
Because our products are made to order or assembled in small batches, we do not generally accept returns or refunds for non-defective products, change of mind, incorrect purchase decisions, or delays that are within the estimated production and shipping timeline shown before purchase.
We encourage customers to review the product description, photos, dimensions, specifications, production timeline, shipping policy, and compatibility information before placing an order.
If you have questions before purchasing, please contact us and we will be happy to help.
Made-to-Order and Pre-Order Items
Some Moonside products may be listed as made-to-order, pre-order, or batch-production items. These products may require additional time for component sourcing, assembly, quality testing, and shipment preparation.
Estimated timelines are provided in good faith but are not guaranteed delivery dates. If a specific product page shows its own production or delivery estimate, the timeline shown on that product page applies.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or materially different from what was described, please contact us within 7 days of delivery.
Please include:
- Your order number
- Photos or video of the issue
- Photos of the outer shipping box
- Photos of the inner packaging
- A short description of the problem
After reviewing the information, we may offer replacement parts, repair support, a replacement item, reshipment, return approval, or refund where appropriate.
Our lamps include delicate components such as acrylic casings and electronic parts. We pack each order carefully, but international shipments may occasionally be damaged during carrier handling. We will work with you to resolve confirmed shipping damage fairly.
Shipping Delays and Tracking Issues
Production time and shipping transit time are estimates. International delivery may be affected by customs, carrier routing, holidays, weather, and tracking synchronization delays.
Tracking may not update in real time while a package is moving between countries, waiting for customs clearance, or being transferred between carriers.
If your tracking has not updated for an unusual period of time, please contact us before opening a payment dispute. We will help check the shipment status and provide available updates.
Approved Returns
Please contact us before sending any item back. Returns sent without approval may not be accepted.
If a return is approved, the item must be returned in the condition requested by our support team, with all included accessories, parts, and packaging where applicable.
Unless the return is due to our error, a confirmed defect, an incorrect item, or confirmed shipping damage, the customer is responsible for return shipping costs.
We recommend using tracked shipping. We are not responsible for return packages that are lost or damaged in transit.
Refunds
If a refund is approved, it will be issued to the original payment method.
Refund processing times may vary depending on your bank, card issuer, or payment provider.
Original shipping fees, customs duties, VAT, import taxes, brokerage fees, and return shipping costs are generally non-refundable unless the refund is due to our error, a confirmed defect, an incorrect item, or confirmed shipping damage.
Customs, Duties, and Import Fees
International orders may be subject to customs duties, VAT, import taxes, brokerage fees, or other local charges.
These charges are determined by your local customs authority and are not controlled by Moonside. Unless otherwise stated at checkout, customers are responsible for applicable customs duties, taxes, and import fees.
Please Contact Us First
If you have any concerns about your order, please contact us before opening a PayPal dispute, card chargeback, or payment claim. We are committed to reviewing each issue carefully and offering a reasonable solution.