Billing Terms and Conditions
Please read these conditions carefully before visiting or shopping on the Website. By visiting or shopping on the Website you (referred to as "you", "customer", "user" or "buyer") acknowledge and agree to accept these Terms and Conditions.
In accordance with Customs regulations customers must provide valid and accurate data. All consignee names, address and payers name should be valid. In certain countries the consignee may have to submit their ID or passport to clear the package or for payment verification purpose. Customers are solely responsible for the accuracy of data that they provide on the Website. Should any information be incorrect and prevent any shipment or deliveries or customs clearance, Our shop will not be held responsible and will not offer any compensation in such cases.
Our shop will always comply with the law, and We kindly remind users to do the same. As importers the customers are responsible to comply with all laws and regulations in their own countries.
Whilst all efforts are made to ensure the accuracy of product descriptions, specifications, and pricing there may be occasions where errors arise. Should such a situation occur Our shop will not accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. Likewise, customers cannot benefit from any bugs or mistakes affecting the website. Any such benefits will be considered unjust and customers will be obliged to immediately waive them. The information displayed is considered as an invitation, not as a confirmed offer for sale. The contract is confirmed upon supply of goods.
Given the popularity and/or supply constraints of some of the products offered on the Website, Our shop may have to limit the number of products available for purchase. Our shop reserves the right to change quantities available for purchase at any time, even after you place an order.
Following order dispatch, transportation is the sole responsibility of a third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; therefore all associated liability and risks during transportation shall be borne by the buyer.
Customers can cancel their order at anytime before shipping; please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Return policy comes into effect.
Shipping and Delivery
Shipping times displayed on the Website refer to the estimated dispatch time of the packages. Since the actual delivery of your order can be impacted by many events beyond Our shop's control We suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, that they order their items well in advance. Our shop cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
For a smooth delivery and peace of mind, We strongly recommend that customers purchase a shipping guarantee during the checkout. If your package has a shipping issue, Our shop will send you a replacement package free of charge. If the item is no longer in stock, a refund option will be offered to you.
Any orders that do not have a shipping guarantee will not be the responsibility of Our shop and the customer takes full liability for their package during the shipping process.
There may be occasions when Our shop confirms your order but subsequently learns that it cannot be supplied to you. In the event Our shop cannot supply a product you ordered in a timely fashion, Our shop will contact customers and offer to cancel the order and refund the purchase cost in full.
We try to make the delivery process as simple as possible and it can send your order either to your home or to your workplace. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas, the Chinese Lunar New Year, Black Friday, and the 11/11 event please allow extra delivery time. During those special occasions, We will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. Our shop cannot make changes to your shipping address once a package has been shipped, and Our shop is not liable for packages lost due to incomplete or inaccurate addresses.
Our shop cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. Our shop can neither be held responsible for any import tax that may occur and it is the customers sole responsibility to pay this fee if any. Kindly note that the shipping guarantee does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
Should the buyer refuse the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as "delivered" by shipping companies are considered delivered. Our shop cannot be made liable for non-delivery in this case.
If the address to which the package is sent to and other contact information are the correct address and contact information as provided by the customer, Our shop cannot be held liable if a package is returned.
Whatever the customer orders is what will be shipped. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.
All non-receipt of orders must be reported within 3 months from the date the item is shipped to you. This applies for flat rate shipping, priority mail and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time We will no longer be able to investigate and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.
Exchange and Returns (Money Back Guarantee)
If when you receive your product(s), you are not completely satisfied you may return the items to us, within 7 days for refund ("money back guarantee"). Returns will take approximately 5 working days for the process once the goods have arrived. The precise length depends on the payment provider used (e.g. PayPal, credit card company, etc). Items must be in their original packaging, all the original boxes must be intact and must include, along with all packaging materials, manuals, blank warranty cards and gifts, plus all accessories and documents provided by the manufacturer and Our shop.
You must first contact us and be in receipt of a return merchandise authorisation (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded.
The money back guarantee does not cover volume/wholesale and customized orders.
Shipping back to Our shop is paid for by the customer. We are in general unable to refund you postal fees.
Any product returned found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
By default, the refund amount cannot exceed the original order amount paid to Our shop. Our shop is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by Our shop.
Discounted or end of line products can only be returned for repair. No refunds or replacements will be made.
While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on the Website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.
Prices and availability of items are subject to change without notice. The prices do not include V.A.T, import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.
Although Our shop will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Our shop may, for example, include any of the following:
Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time lines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.
Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
Excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified of the following:
Their language is considered offensive, abusive, threatening, and wholly unacceptable.
They must refrain from using such language, intimidation, and threats.
There will be no further exchange of correspondence on the matter if they persist with this behavior.
Our shop reserves the right to no longer accept orders from the customer in the future without further notice.
Note: Live Chat and telephone services are exclusively presale channels. We do not resolve after sales complaints over Live Chat or via phone. For the after sales issues please contact us and submit a ticket.
When completing your purchase, a billing statement including ‘mooncool.com’ and the country code such as 'HK’,'UK’, etc. would be displayed on the payment page and/or your card statement.
All purchases will be processed by our respective entity in the corresponding country as indicated by the country code in the billing statement and are governed by the Local Law.