Return & Refund Policy

Last Updated: July 2026

At Palm Moon, customer satisfaction is important to us. If you wish to return or request a refund for your order, please read the following policy carefully.

Return Eligibility

You may request a return or exchange within 48 hours of receiving your order.

To be eligible, the product must:

  • Be unused and in its original condition.
  • Be returned with all original packaging, tags, and accessories.
  • Be accompanied by a complete, uninterrupted unboxing video recorded from the moment the sealed package is opened.
  • Meet the conditions outlined in this Return & Refund Policy.

Requests submitted without a complete unboxing video may not be eligible for return, replacement, or refund.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Used or damaged products.
  • Products without original packaging or tags.
  • Customized or personalized products.
  • Opened or consumed coffee products.
  • Gift cards or promotional items.

Refund Process

Once we receive and inspect the returned product, we will notify you of the status of your refund.

If approved, your refund will be processed to the original payment method within 5–10 business days, depending on your bank or payment provider.

Shipping charges, if applicable, are non-refundable unless otherwise required by law.

Exchange Policy

Eligible products may be exchanged for the same product or another available item of equal value, subject to stock availability.

All exchange requests must comply with the return eligibility requirements.

Return Shipping

If your return request is approved, you will receive instructions on how to send the product back.

Customers are responsible for return shipping costs unless otherwise communicated by Palm Moon.

Cancellation Policy

Orders may be cancelled before they are shipped. Once an order has been dispatched, it cannot be cancelled and will be subject to this Return & Refund Policy.

Important Notes

  • Slight variations in color, texture, size, or weave are natural characteristics of handcrafted products and are not considered defects.
  • Product images are for illustration purposes. Actual products may vary slightly due to natural materials and screen settings.
  • Palm Moon reserves the right to refuse returns or refunds that do not meet the conditions stated in this policy.