Refund policy

Effective date: October 21, 2026

This Return and Refund Policy applies to purchases from Moon & Jade, operated by Mingxia Zhang Li as a Pennsylvania sole proprietor.

No voluntary change-of-mind returns or exchanges

Except where applicable law requires otherwise, all sales are final. We do not accept voluntary returns or exchanges because you changed your mind, selected the wrong size or color, or no longer want the product.

This rule does not limit any mandatory right relating to defective, damaged, misdescribed, incorrect, lost, or undelivered goods, or any statutory cancellation or withdrawal right.

Order cancellations

You may request cancellation within 24 hours after placing an order or before fulfillment begins, whichever occurs first. Send the request to moonandjade@outlook.com with the order number and the email address used for the order. A cancellation is effective only when we confirm it. We cannot guarantee cancellation after fulfillment has begun.

Damaged, defective, incorrect, or missing goods

Inspect the order after delivery and contact us as soon as reasonably possible if it is damaged, defective, incomplete, or incorrect. We ask that visible damage or an incorrect item be reported within seven days after delivery so that we can preserve carrier and supplier evidence. This request does not shorten any mandatory warranty, guarantee, limitation period, or consumer right.

Please provide the order number, a description of the problem, and reasonably necessary photographs or video when available. Do not send a product back without instructions.

If Moon & Jade or a provider acting for us is responsible, we will provide an appropriate remedy, which may include replacement, repair, refund, or another remedy required by applicable law. We pay reasonable replacement or return shipping when required because of our error or a covered defect. We may offer a voluntary replacement or store credit, but doing so does not remove a refund or other remedy required by law.

Lost or undelivered orders

Contact us if tracking shows delivery but the parcel cannot be located, or if tracking has not progressed for an unusual period. We may ask you to check with household members, neighbors, the carrier, or the local delivery office while we investigate. If the order is lost or not delivered because of Moon & Jade or a provider acting for us, we will provide a replacement, refund, or other legally required remedy.

Incorrect customer-provided addresses

We are not responsible, to the extent permitted by law, when an order is delivered or returned because the customer supplied an incorrect or incomplete address and we fulfilled the order according to that information. Additional shipping may be charged for an approved reshipment. This exclusion does not apply where Moon & Jade or a provider acting for us caused the addressing or fulfillment error.

Mandatory withdrawal and cancellation rights

If the law where you live gives you a non-waivable right to cancel or withdraw from a distance purchase, that right applies despite our general final-sale rule.

European Union and United Kingdom

Eligible consumers generally may notify us of cancellation within 14 days after receiving the goods and then return the goods within the following 14 days, subject to applicable exceptions. Contact us before sending the product so that we can provide return instructions. Unless the goods are defective, incorrect, or otherwise nonconforming, the customer is responsible for direct return-shipping costs where the law permits and where this was disclosed before purchase.

Returned goods may be inspected for handling beyond what is necessary to establish their nature, characteristics, and functioning. Required refunds, including eligible standard outbound delivery charges, will be issued within the period required by law. Where permitted, we may wait until we receive the goods or proof that they were sent back.

China

Eligible consumers purchasing through distance channels may exercise any applicable seven-day statutory return right, subject to legally permitted product exceptions and condition requirements. Contact us promptly for return instructions.

Other locations

Consumers retain all non-waivable remedies provided by applicable federal, state, provincial, territorial, or local law, including rights applicable in the United States and Canada.

Return authorization and address

Contact us before returning any product. We will provide the appropriate return address and instructions for the particular order. Unauthorized returns or parcels sent to an unrelated address may be delayed or refused where permitted by law.

Refund method and timing

Approved refunds are sent to the original payment method unless applicable law requires or you expressly agree to another method. After we issue a refund, the bank or payment provider may require additional time to post it. Shipping, duty, and tax amounts are refunded only where required by law or stated in the approved remedy.

Contact

Email: moonandjade@outlook.com
Telephone: +1 781-706-0419