Salesandrefundspolicy.Salesandrefundspolicy.
PETMOON — For Pets. For You. For the World.
Effective Date: [October 31st, 2026]
Last Updated: [October 10th, 2026]
Every Purchase Deserves Care.
At PETMOON, we believe care doesn't end when a product is created.
It continues through every interaction—from discovering a product and placing an order to receiving it, using it, and reaching out when something isn't right.
This Sales & Refunds Policy explains how purchases, payments, shipping, cancellations, returns, exchanges, and refunds are handled when you shop at www.PETMOON.love.
Our goal is simple: to make every purchase clear, fair, and thoughtful.
This Policy applies to purchases made directly through PETMOON.love, operated by PETMOON INC (“PETMOON,” “we,” “us,” or “our”), unless different terms are expressly disclosed at the time of purchase.
Nothing in this Policy limits your rights under applicable consumer protection laws.
01. Placing an Order
When you place an order through PETMOON.love, you agree to provide accurate and complete contact, billing, payment, and shipping information.
After submitting your order, you will receive an order confirmation at the email address provided.
An order confirmation acknowledges receipt of your order. It does not necessarily mean the order has been accepted.
Orders are subject to payment authorization, product availability, and our acceptance.
We may decline or cancel an order for legitimate reasons, including suspected fraud, payment issues, product unavailability, or material pricing errors, subject to applicable law.
If we cancel an order after collecting payment, we will refund the amount paid for the canceled items and any applicable charges.
02. Prices and Payments
Product prices are displayed on PETMOON.love in the currency indicated during shopping or checkout.
Unless otherwise stated, displayed prices may exclude applicable taxes, shipping charges, customs duties, and other fees.
Additional charges will be disclosed during checkout where required by law.
Payments are processed through Shopify and authorized payment service providers.
We accept the payment methods displayed at checkout.
Prices and promotions may change without prior notice, but changes will not affect orders already accepted, except where permitted by applicable law.
03. Product Availability
We make reasonable efforts to keep product availability information accurate.
However, availability may change due to demand, production schedules, inventory updates, or circumstances beyond our control.
If an ordered product becomes unavailable, we will contact you regarding available options, which may include a revised delivery estimate, an agreed replacement, or a refund.
We will not substitute a materially different product without your agreement.
04. Shipping and Delivery
We aim to prepare and ship orders carefully and within the delivery estimates communicated at checkout or in your order confirmation.
Order Processing
Orders are typically processed within 1–3 business days (Monday to Friday, excluding U.S. holidays). Orders placed after 12:00 p.m. Pacific Time, or on weekends and holidays, are processed on the next business day.
Available shipping destinations, methods, costs, and estimated delivery times will be displayed at checkout or communicated before purchase.
Delivery estimates are not guarantees unless expressly stated otherwise.
If an order is materially delayed, we will provide appropriate information and remedies as required by applicable law.
Shipping Confirmation
When your order ships, we will provide shipping confirmation and tracking information where available.
Incorrect Shipping Information
Please ensure your delivery address is accurate before completing your order.
If you discover an error, contact us as soon as possible. We will try to assist, although changes may not be possible once an order has been processed or shipped.
05. Order Changes and Cancellations
We understand that plans sometimes change.
If you wish to change or cancel an order, please contact PETMOON customer support as soon as possible.
Before Shipment
You may cancel an order at no charge at any time before it has been processed for shipment. To request cancellation, contact support@petmoon.love with your order number as soon as possible, ideally within 12 hours of placing the order. If we are able to cancel your order, we will confirm by email and refund the full amount paid. If the order has already been processed, we will let you know and you may return it under Section 06.
After Shipment
Once an order has shipped, cancellation may no longer be possible through the order processing system. You may request a return under this Policy or exercise any applicable statutory cancellation rights.
Preorders, customized products, or special-order items may have additional cancellation terms disclosed before purchase.
Mandatory cancellation and withdrawal rights under applicable law remain unaffected.
06. Returns
We want you to feel confident choosing PETMOON.
If your purchase doesn't meet your expectations, you may request a return under the following conditions.
14-Day Return Window
You may request a return within 14 calendar days after receiving your product.
The return request must be submitted within this period.
Once your return is approved, please ship the product within 14 days of receiving your return instructions. Returns shipped after this period may not be accepted.
Return Eligibility
For discretionary returns under this Policy, products must:
- Have been purchased directly from PETMOON.love.
- Have a return request submitted within 14 calendar days after delivery.
- Be unused and in their original condition.
- Include the original packaging, accessories, components, and documentation.
- Include proof of purchase or a valid order number.
Products showing signs of use, damage caused by misuse, unauthorized modification, or missing essential components may be ineligible for discretionary returns.
These conditions do not restrict mandatory consumer rights, including rights relating to defective, damaged, misdescribed, or nonconforming products.
How to Request a Return
- Contact PETMOON customer support within 14 calendar days after delivery.
- Provide your order number and reason for return.
- Receive return instructions and, where available, a prepaid shipping label.
- Pack the unused product securely with its original packaging and included components.
- Return the product according to the instructions provided.
Please do not send products to an address without first receiving return instructions.
07. Return Shipping
PETMOON Covers Return Shipping.
For eligible discretionary returns made under this Policy, PETMOON will cover the standard return shipping cost.
Where available, we will provide a prepaid return shipping label or arrange an authorized return shipping method.
Customers will not be charged the standard return shipping fee for an eligible return made through our approved process.
Additional costs arising from an unauthorized shipping method or optional expedited service may not be reimbursed unless agreed in advance or required by law.
Prepaid return labels are available for orders shipped within the United States and Canada. Where a prepaid label cannot be provided, please ship your return using a tracked service and send us the receipt; we will reimburse the standard tracked shipping cost once the return is received. We cannot reimburse express or courier upgrades unless agreed in advance.
Where a return concerns a defective, incorrect, or nonconforming product, PETMOON will cover costs as required by applicable law.
08. Non-Returnable Products
Certain products may be excluded from discretionary returns where permitted by law.
These may include:
- Personalized or custom-made products.
- Certain hygiene-sensitive products where a lawful exception applies.
- Gift cards or digital products, where applicable.
- Products clearly identified as final sale before purchase, to the extent permitted by law.
Products sold through special programs, including Imperfection Is Beauty, may have additional return conditions clearly disclosed before purchase.
These exclusions do not override statutory rights relating to defective, misdescribed, or otherwise nonconforming goods.
09. Refunds
Once we receive and inspect an eligible return, we will notify you of the outcome.
If the return meets the requirements of this Policy, we will issue a refund to the original payment method unless another method is agreed or required by law.
Refund Processing
Refunds are issued within 5–10 business days after we receive and inspect the returned product. We will send you an email confirmation when the refund has been issued.
Payment providers and financial institutions may require additional time to credit your account.
Any mandatory statutory refund deadlines will take precedence over this processing policy.
Return Shipping
PETMOON covers standard return shipping for eligible discretionary returns made through our authorized process.
Original Shipping Charges
For discretionary returns, original outbound shipping charges are not refunded unless the order qualified for free shipping. For returns of defective, damaged, or incorrect products, and where required by law, we refund the standard delivery charge you paid.
Applicable taxes will be refunded where required by law.
Partial Refunds
Partial refunds may be offered where appropriate and legally permitted, with customer agreement where required.
10. Damaged, Defective, or Incorrect Products
Every PETMOON product is created with care. But if something arrives damaged, defective, or incorrect, we want to make it right.
Please contact us promptly after discovering the issue.
Provide your order number, a description of the problem, and photographs if reasonably available.
Depending on the circumstances and applicable law, remedies may include:
- Repair.
- Replacement.
- Refund.
- Another legally appropriate resolution.
PETMOON will cover the return shipping costs required by applicable law for defective, incorrect, or nonconforming products.
The 14-day discretionary return window does not limit statutory rights or applicable warranty coverage.
11. Exchanges
If you wish to exchange an eligible product for a different model, color, or variation, please contact customer support.
Exchanges are subject to availability and applicable procedures.
We offer direct exchanges for the same product in a different color or variation, subject to availability. To exchange for a different product, please return the original item under Section 06 and place a new order. For direct exchanges, the replacement ships once we receive the returned item, unless we agree otherwise.
Any price difference will be disclosed and handled according to the agreed exchange terms.
12. Warranty and Product Support
PETMOON products may include a limited manufacturer's warranty.
Warranty coverage, duration, exclusions, and claim procedures are described in the applicable product warranty documentation.
A warranty claim is separate from a discretionary return request.
Nothing in this Policy limits statutory warranty rights or other consumer remedies available under applicable law.
13. Preorders and Special Releases
Some PETMOON products may be available for preorder, limited release, or special production.
Where applicable, we will disclose:
- Expected availability or shipping dates.
- Payment collection timing.
- Applicable cancellation and refund conditions.
- Material limitations or special terms.
If a preorder is delayed or cannot be fulfilled, we will provide the notices, cancellation options, and refunds required by applicable law.
Payment for preorders is collected in full at the time of order. You may cancel a preorder for a full refund at any time before it ships by contacting support@petmoon.love. If we cannot ship by the date stated at the time of purchase, we will notify you by email with a revised date and the option to cancel for a full refund. If the delay exceeds 30 days and we have not received your consent to wait, we will cancel the order and refund you automatically.
14. Imperfection Is Beauty
Perfect Is Everywhere. Unique Is Rare.
Through Imperfection Is Beauty, selected PETMOON products may be offered with unique cosmetic variations while meeting our applicable functional and safety standards.
These products may be priced differently from standard editions, with proceeds supporting designated charitable initiatives.
Each listing will disclose relevant cosmetic characteristics and any special sales conditions.
Products purchased through this program remain subject to applicable consumer protection laws.
Products purchased through Imperfection Is Beauty are covered by our standard 14-day return policy. Because the cosmetic characteristics of each item are disclosed on its product page before purchase, those disclosed characteristics are not grounds for a return as defective or misdescribed.
For each Imperfection Is Beauty product sold, PETMOON donates 66% of net proceeds from the sale of the purchase price you paid (*“Net proceeds” means the amount remaining after applicable taxes, payment and transaction fees, fulfillment and shipping costs, returns and refunds, and other direct costs associated with the sale and delivery of Imperfection Is Beauty products.) to qualified charities (To be determined by PETMOON and Third Party ), a registered 501(c)(3) organization. Donations are made quarterly and are not contingent on any minimum sales volume. Returned items do not reduce a donation already made.
For each Imperfection Is Beauty product sold, PETMOON donates an amount equal to 66% of the purchase price you paid (excluding taxes and shipping) to [Charity name], a registered 501(c)(3) organization. Donations are made quarterly and are not contingent on any minimum sales volume. Returned items do not reduce a donation already made. [Charity name] can be contacted at [charity website].
15. International Orders
PETMOON may offer shipping to selected countries and regions outside the United States.
Additional customs duties, import taxes, brokerage fees, or local charges may apply.
Responsibility for these charges will be disclosed during checkout or before purchase where required.
International delivery times may vary due to customs procedures and local logistics.
Customers may have additional cancellation, withdrawal, refund, or warranty rights under applicable local laws.
Where mandatory consumer rights provide greater protection than this Policy, those rights will prevail.
Prepaid return labels are available for Canadian orders; see Section 07.
16. Purchases Through Authorized Retailers
This Policy generally applies only to purchases made directly through PETMOON.love.
If you purchased a PETMOON product through an authorized retailer or distributor, please contact that seller regarding its return and refund procedures.
PETMOON's applicable product warranties and mandatory legal obligations remain unaffected.
17. Changes to This Policy
We may update this Sales & Refunds Policy to reflect changes in our products, services, operations, or legal requirements.
When changes are made, we will update the Last Updated date.
Unless otherwise required by law, the policy applicable to an accepted order will be the version in effect at the time of purchase.
18. Contact Us
For questions about an order, return, refund, or product, please contact:
PETMOON INC
Website: [ www.PETMOON.love]
Privacy Email: [Support@petmoon.love]
Mailing Address: [3163 Independence Drive, Livermore, CA 94550]
Please include your order number when contacting us about a purchase.
PETMOON — THE ONLY.
For Pets. For You. For the World.
We believe a great product deserves an equally thoughtful experience.
From the first hello to every moment after.
That's our commitment to care.