Refund & Return Policy

Refund & Return Policy

At Moonlight Soleil, we want you to be happy with your purchase. Please read our return policy carefully before placing your order.

Sealed Products

We accept returns on sealed, unopened products only within 14 days of delivery. Items must be in their original, unused condition with all packaging intact.

To initiate a return, please email us at goddess@moonlightsoleil.com with your order number and reason for return.

Opened Products - No Returns

Due to the nature of our products (sealed booster packs and collectibles), we cannot accept returns or exchanges on any opened products. Once a sealed product has been opened, the sale is final.

This policy exists because the value and contents of these items are revealed upon opening, making it impossible to verify the condition for resale.

EU and UK Customers: Right of Withdrawal

If you are a consumer in the EU or UK, you have the right to cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. To cancel, email goddess@moonlightsoleil.com before the deadline or use the Orders page in your account; you may use the cancellation form below but do not have to. Send the items back within 14 days of telling us, at your own cost, using a tracked service. We will refund the price plus standard outbound shipping within 14 days of receiving the goods back or your proof of postage, whichever is earlier, to your original payment method. Sealed Pokemon products must come back unopened and undamaged. If a pack, box or tin has been opened, the product has lost most of its resale value and we will deduct that loss from your refund. This does not affect your rights if an item is faulty.

Model cancellation form (copy into an email to goddess@moonlightsoleil.com): I hereby give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Name: [your name]. Address: [your address]. Date: [today's date].

Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery with photos of the issue. We'll make it right - whether that's a replacement, store credit, or refund.

Refund Process

Once we receive your return, we inspect it and email you within 3 business days to confirm approval. Approved refunds go to your original payment method. We issue the refund within 14 days of receiving the item back, and usually much sooner. Your bank or card issuer may then take up to 10 business days to post it to your account. Refunds for cancelled unshipped orders are issued right away. UK and EU withdrawal refunds follow the timelines in the right of withdrawal section above.

Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item, defective product, etc.).

Cancellations

Need to cancel? Email us as soon as possible with your order number. If your order has not shipped, we will cancel it and refund you in full to your original payment method. We pack quickly, so once an order has shipped we cannot cancel it, but you can return it under the return sections above. If you are in the UK or EU, your 14-day right of withdrawal applies from the moment you order and is described in its own section above.

Questions?

Reach out to us at goddess@moonlightsoleil.com - we're always happy to help!