Refund policy
Return & Refund Policy
Effective Date: August 31, 2026
At MoonVeil Cosmetics, we care about product quality, hygiene, and a transparent shopping experience. We understand that there may be occasions when you need to return an eligible purchase or contact us about a product that arrived damaged, defective, or incorrect.
This policy explains our return requirements and how we handle refunds, replacements, and order-related concerns.
1. Return Window
Eligible products may be submitted for return within 30 days from the date of delivery.
For a standard return based on preference or change of mind, merchandise must generally:
Be unused and unopened;
Remain in its original condition;
Have all hygiene, safety, or protective seals intact;
Include the original packaging and any components supplied with the product; and
Be accompanied by a valid order number or other proof of purchase.
Products that do not satisfy these conditions may not qualify for a standard return, subject to applicable law.
2. How to Begin a Return
Before sending merchandise back, please contact linestariq1@gmail.com.
Your return request should include:
Your name and order number;
The product you wish to return;
The reason for your request; and
Photographs when reporting damage, leakage, defects, or an incorrect product.
After reviewing the information, MoonVeil Cosmetics will provide return instructions if the merchandise is eligible.
Please do not send a product back before receiving our instructions. Unless we specifically confirm otherwise, the business address listed in this policy should not automatically be treated as the return shipping destination.
3. Cosmetics and Hygiene-Sensitive Products
For health, hygiene, and product-integrity reasons, cosmetics and personal-care products that have been opened, used, tested, swatched, or had a protective seal removed generally cannot be returned simply because of a change of mind, color preference, texture preference, or similar reason.
An opened product may still qualify for review when it was:
Damaged when delivered;
Defective;
Leaking or otherwise compromised upon arrival;
Different from the product ordered; or
Subject to another remedy required by applicable law.
Please retain the affected product and its packaging until we provide further instructions.
4. Shade, Color, and Personal Preference
Colors and shades can appear somewhat different depending on lighting conditions, skin tone, device displays, and screen settings.
Unless merchandise is defective or incorrectly supplied, a difference based solely on personal shade preference or individual appearance does not automatically make an opened or used cosmetic product eligible for return.
We encourage customers to review available product descriptions, shade information, ingredients, and usage instructions before completing a purchase.
5. Damaged, Defective, Leaking, or Incorrect Products
Please inspect your order shortly after delivery.
If you receive damaged, defective, leaking, or incorrect merchandise, contact us promptly at linestariq1@gmail.com.
To help us evaluate the issue, please provide your order number and clear photographs showing the product, the problem, and the shipping package when relevant.
After reviewing the circumstances, we will determine an appropriate resolution. Depending on the situation, this may include replacement merchandise, a refund, or another suitable remedy.
6. Products Not Eligible for Ordinary Returns
Standard preference-based returns generally cannot be accepted for:
Opened, tested, swatched, or used cosmetics;
Products with removed or broken hygiene seals;
Customized or personalized merchandise;
Gift cards;
Items clearly designated as final sale before purchase;
Merchandise damaged through improper use or storage after delivery; and
Products missing essential packaging or components due to customer handling.
Any additional product-specific return restriction disclosed before purchase will also apply to the extent permitted by law.
These exclusions do not limit mandatory rights concerning defective, damaged, or incorrectly supplied merchandise.
7. Return Shipping Costs
When an eligible return is made because of personal preference or change of mind, the customer is generally responsible for the cost of return shipping.
Please package cosmetics carefully to prevent breakage, leakage, or other damage during transit. We recommend using a trackable shipping service and keeping proof of shipment until your return is completed.
When we verify that merchandise was damaged, defective, or incorrectly supplied due to an error attributable to MoonVeil Cosmetics, appropriate return shipping arrangements will be addressed as part of the resolution.
8. Inspection of Returned Merchandise
After an authorized return reaches the designated return location, we will inspect it before approving a refund.
The review may include checking:
Whether the product has been opened or used;
The condition of hygiene or protective seals;
Original packaging and included components; and
The overall condition of the merchandise.
We will notify you after the review has been completed.
9. Refund Processing
If your return is approved, the applicable refund will generally be issued to the original payment method used to place the order.
Once MoonVeil Cosmetics submits the refund, your bank, card issuer, or payment provider may require additional processing time. Please allow approximately 5–10 business days for the credit to appear.
If you have received confirmation from us that a refund was processed but have not received the funds within the expected timeframe, please contact your financial institution first and then contact us if further assistance is required.
Original shipping charges are generally non-refundable for voluntary returns unless applicable law requires otherwise or the return results from an error attributable to us.
10. Exchanges and Replacements
If you would prefer an eligible replacement, please contact us before returning the original merchandise.
Replacement and exchange availability depends on current inventory and the circumstances of the request.
If the requested replacement is unavailable, an approved refund may be issued and you may place a new order separately.
11. Order Cancellation or Changes
If you need to cancel an order or correct order details, email linestariq1@gmail.com as soon as possible.
We will make reasonable efforts to accommodate requests received before fulfillment begins. However, once an order has entered processing, packing, or shipment, cancellation or modification may no longer be possible.
After delivery, qualifying merchandise must follow the return requirements outlined in this policy.
12. Returned or Undeliverable Packages
Customers are responsible for providing complete and accurate delivery information during checkout.
If an order is returned because of an incorrect or incomplete customer-provided address, refused delivery, or another recipient-related delivery problem, we will evaluate the available options after the parcel is returned.
Additional shipping charges may apply if reshipment is requested.
13. Consumer Protection Rights
This Return & Refund Policy establishes MoonVeil Cosmetics' standard procedures and is not intended to exclude or limit any consumer rights or remedies that cannot legally be waived.
If applicable federal, state, or local law provides additional mandatory protections, those legal requirements will apply.
14. Contact MoonVeil Cosmetics
For return requests, refund questions, damaged or defective merchandise, exchanges, or other assistance concerning this policy, please contact:
MoonVeil Cosmetics
13911 Thornhope Rd
Cleveland, OH 44135
United States
Phone: (216) 965-5122
Email: linestariq1@gmail.com