Refund & Returns Policy

01Overview & Scope

This Refund & Returns Policy explains how to request, how we review, and how we issue refunds and returns for products purchased directly from Moontide Inc. and its retail brands (Moontide Molecules, Moontide Rituals, The Secret Gardien, and Art For The World). It forms part of our Terms & Conditions. Contract-manufacturing orders and Moontide Records services are handled under their own separate agreements and are not covered here.

We want you to be happy with your order. If something isn’t right, the steps below tell you exactly what to do.

02Return Eligibility

You may request a return within 30 days of the delivery date, provided the item is unused, in its original condition, and in its original packaging with any seals intact, and you can provide proof of purchase (order number or receipt).

03Non-Returnable & Non-Refundable Items

For health, safety, and legal reasons, the following are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

• Opened or used consumable, wellness, or personal-care products (such as topicals, balms, and bath or body products), once a seal is broken;
• Custom, personalized, or made-to-order items, and original artwork from Art For The World;
• Digital products, downloads, and licenses;
• Gift cards and store credit;
• Final-sale or clearance items clearly marked as such;
• Items returned after the eligibility window or without valid proof of purchase.

04Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement or full refund at no cost to you, including any return shipping.

05How to Request a Refund or Return

Follow these steps to start a request:

1. Contact us. Email info@moontideinc.com within the eligibility window with your order number, the item(s) involved, the reason for the return, and photos if the item is damaged or defective.
2. Receive authorization. We’ll review your request and, if eligible, email you a Return Merchandise Authorization (RMA) number along with the return shipping address. Please don’t ship anything back before you receive an RMA; unauthorized returns may not be processed.
3. Ship the item. Pack the item securely in its original packaging, include the RMA number, and send it to the address we provide within 14 days of receiving your RMA. We recommend a tracked shipping method, as we can’t process refunds for returns we don’t receive.

06How We Review & Approve Refunds

Once we receive your returned item (or your photos, for damage claims), we review it as follows:

1. Inspection. We inspect returns within 3–5 business days of receipt to confirm the item meets the eligibility conditions in Sections 02–04.
2. Decision. We approve a full refund for items that meet all conditions. We may approve a partial refund, or decline a refund, for items that are used, damaged by the customer, missing parts or packaging, or returned outside the eligibility window.
3. Notification. We email you to confirm whether your refund is approved or denied. If denied, we explain the reason and, where appropriate, offer to return the item to you.

Restocking fee. A 10% restocking fee applies to non-defective returns and is deducted from your refund. No restocking fee applies to items that are damaged, defective, or sent in error.

07How We Issue Refunds

Approved refunds are issued to your original payment method within 5–10 business days of approval. Depending on your bank or card issuer, it may take additional time for the credit to appear on your statement.

• For non-defective returns, the 10% restocking fee is deducted from the refunded amount.
• Original shipping charges are non-refundable, except where the item was damaged, defective, or sent in error.
• Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective item.
• Refunds are issued in U.S. dollars; any currency-conversion differences applied by your bank are outside our control.

08Exchanges

If you’d like to exchange an item for a different size, variant, or product, email us at info@moontideinc.com. The fastest method is to return the eligible item for a refund and place a new order, subject to availability.

09Order Cancellations

You may request to cancel an order before it ships by contacting us as soon as possible. Once an order has shipped, it must be handled through the return procedure above. Custom and made-to-order items may not be cancellable once production has begun.

10Late or Missing Refunds

If you haven’t received an approved refund within the expected timeframe:

1. Check your bank or card account again, as posting times vary;
2. Contact your card issuer or bank, since processing can take additional business days;
3. Contact us at info@moontideinc.com with your order and RMA number, and we’ll investigate.

11Contact Us