Refund, Cancellation & Returns Policy

Most Moon Mods watches are hand assembled, modified or sourced specifically for each order. Because sourcing and production may begin shortly after purchase, different cancellation and return terms apply compared with standard off-the-shelf products.

Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Where no mandatory cancellation or withdrawal right applies under local law:

Before sourcing or production begins
We will generally be able to cancel your order and issue a refund.

After sourcing or production begins
Once a donor watch or components have been specifically sourced, customization has begun, or your watch has entered assembly, we do not normally accept cancellations for change of mind.

Personalized, engraved or specially commissioned builds cannot normally be cancelled once production has begun.

Where an accepted cancellation results in reasonable unrecoverable costs already being incurred, these may be deducted from the refund where permitted by law.

Change of Mind Returns

Because Moon Mods watches are generally made or modified to order, we do not normally accept returns or refunds solely because a customer changes their mind after sourcing or production has begun.

This includes situations where the customer:

• no longer wants or requires the watch;

• prefers another product;

• finds the product elsewhere at a different price; or

• changes their preference after the watch has been completed.

Where applicable local law provides a mandatory cancellation, withdrawal or return right, that right will apply.

Faulty, Damaged or Incorrect Orders

If your order arrives damaged, develops a fault, or is materially different from what you ordered, please contact us as soon as reasonably possible with:

• your order number;

• a description of the issue; and

• photographs or video where appropriate.

Moon Mods may request that the watch is returned for assessment before determining the appropriate resolution.

Depending on the issue and applicable law, the resolution may include repair, replacement, correction of the modification or refund.

Where a problem is minor, Moon Mods may be entitled to repair or correct the issue first. Where a major failure exists, additional rights may apply under local consumer law.

Our separate Warranty & Build Protection Policy provides additional protection for eligible Moon Mods builds and does not replace any mandatory consumer rights.

Returns

Please contact Moon Mods before returning any product.

Approved returns must be sent to the return location and using the instructions provided by our team. Our nearest workshop is not necessarily the correct return destination.

For suspected faults, we may request the product for inspection.

Where Moon Mods confirms a fault for which we are responsible, reasonable return-shipping costs will be covered or reimbursed where required by applicable law.

Where inspection confirms there is no covered fault, reasonable return, inspection or shipping costs may remain the customer's responsibility where permitted by law.

Use Your Own Watch

By sending us a watch through our Use Your Own Watch service, you authorize Moon Mods to perform the modification selected in your order.

Modification involves physical changes to the original watch, some of which may be irreversible and may affect the original manufacturer's warranty.

If you cancel before modification work begins, we can normally return your watch to you. Return-shipping costs may apply.

Once modification work has begun, the service cannot normally be cancelled for change of mind unless applicable law provides otherwise.

Any damage directly resulting from work performed by Moon Mods will be handled in accordance with our Warranty & Build Protection Policy and applicable consumer law.

Customs & Refused Deliveries

Import duties, taxes and legitimate customs charges are the responsibility of the customer unless expressly stated otherwise at checkout.

If a customer:

• refuses applicable customs charges;

• fails to complete required customs clearance;

• refuses delivery; or

• otherwise causes a shipment to be returned,

any eligible refund will generally be assessed only after the order has been safely returned to Moon Mods and inspected.

Where permitted by law, reasonable unrecoverable costs including outbound shipping, return shipping, customs, brokerage or carrier charges may be deducted from an amount otherwise refundable.

If the customs issue was caused by an error made by Moon Mods, we will work with the customer to provide an appropriate resolution.

Build Times & Delays

Estimated build and delivery timeframes are set out in our Shipping & Fulfilment Policy.

An order that remains within its disclosed estimated build period is not considered overdue solely because it has not yet been dispatched.

If a significant delay occurs, we will provide an updated estimated timeframe. Where required by applicable law, customers will also be given the option to accept the revised timeframe or cancel the affected order for a refund.

Refund Processing

Approved refunds will normally be returned to the original payment method.

Once Moon Mods has issued the refund, your bank, card issuer or payment provider may require additional time to process it.

Shipping and other fulfilment costs are not normally refundable for change-of-mind matters unless otherwise agreed or required by law.

Local Consumer Rights

Moon Mods operates internationally.

Depending on your country or region, you may have additional mandatory rights relating to cancellation, withdrawal periods, faulty goods, delivery, repairs, replacements or refunds.

Nothing in this policy excludes, restricts or modifies any consumer right or remedy that cannot lawfully be excluded. Where mandatory local consumer law provides greater protection than this policy, that law will apply.

Contact

For cancellations, returns or order issues:

Email: customer@moonmods.com
WhatsApp: +1 (347) 288-9845
Instagram: @moon__mods