Exchange and return policy

ED-MOON Return & Exchange Policy:

Dear Valued Customer,

Your complete satisfaction with our products is our top priority. However, given that ED-MOON products include contact lenses, cosmetics, and special effects (SFX) tools, we maintain a strict policy to ensure your safety and the health of all our customers. Please read the following policy carefully:

1. General Conditions for Returns & Exchanges:

All products must be in their original, unopened, unused condition, with their original sealed packaging intact, along with all accessories, invoices, and complimentary items (if any).

Return or exchange requests must be submitted within [7 days] from the date of order receipt.

No return or exchange requests will be accepted after this period has elapsed.

2. Non-Returnable & Non-Exchangeable Products:

Due to the nature of certain products and for public health and hygiene policies, the following items cannot be returned or exchanged under any circumstances:

Contact Lenses:

Any contact lens package that has been opened or used for any reason.

Lenses that remain in their original sealed packaging but have exceeded the permissible return/exchange period.

Cosmetics & Makeup:

Any makeup or cosmetic product that has been opened or used (e.g., lipstick, foundation, mascara, eyeshadows, etc.).

Products that remain sealed but have exceeded the permissible return/exchange period.

Special Effects (SFX) Tools related to Skin or Personal Use:

Products that directly contact the skin or hair and have been opened or used (e.g., skin adhesive, false eyelashes, opened fake blood products, opened face and body paints).

SFX products must be completely sealed and in their original packaging to be eligible for return/exchange.

The only products eligible for return or exchange are those that arrive damaged or have a manufacturing defect and are in their original, completely sealed packaging.

3. Return & Exchange Procedure:

Submitting a Request:

Provide your order number, product name, and the reason for the return or exchange.

In case of a manufacturing defect or damage, please attach clear photos of the product to facilitate the review process.

Review & Approval:

We will review your request and ensure all conditions are met.

You will be notified of approval or rejection within [24-48 business hours].

Returning the Product (Upon Approval):

If approved, we will arrange for the product to be picked up by our contracted shipping company.

The product must be securely packaged to ensure no additional damage occurs during shipping.

Shipping Costs:

If the reason for return/exchange is a manufacturing defect or an error on our part, we will cover the shipping cost.

If the reason is the customer’s desire for return/exchange (for an eligible product), the customer will bear the shipping cost.

Inspection & Finalization:

Once the product reaches us, it will be inspected to confirm its condition.

For Exchanges: The replacement product will be shipped to you after confirming all conditions are met.

For Returns: The refund will be processed using the original payment method (or bank transfer) within [5-10 business days] from the date of return approval.

4. Special Cases (Manufacturing Defect / Order Error):

If you receive a damaged product, one with a manufacturing defect, or a product different from your order, please contact us immediately (within 24 hours of receipt if possible) and provide photos illustrating the issue.

In such cases, we will cover all shipping and replacement/return costs.

Important Note: We adhere to strict health and safety standards to ensure the well-being of all our customers. Therefore, we appreciate your understanding of our policy regarding opened or used products.

For any further inquiries, please do not hesitate to contact us!

The ED-MOON Team