Refund policy

Return and Refund Policy

We want you to feel confident ordering from LOONMOON. Most unopened and unused LOONMOON products may be returned within 30 days of delivery when they are in their original packaging.

For safety and quality reasons, returned food items are not restocked or resold. Returned beeswax items, candles, wax melts, beeswax wraps, and gift-box items may be used for internal review, display, testing, or demo purposes and may not be resold.

If something arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos so we can review the issue and make it right.

Returns

Returns must be started within 30 days of delivery. Items must be unopened, unused, and in their original packaging.

To start a return, contact us at hello@loonmoon.ca before sending anything back. Items sent back without contacting us first may not be accepted.

We reserve the right to refuse returns that are opened, used, handled, altered, not in their original packaging, damaged after delivery, heat-damaged after delivery, or that appear excessive or abusive.

Food and Quality-Control Items

Food items and maple products may be returned only if they are unopened, unused, and in their original packaging.

For safety and quality reasons, returned food items are not restocked or resold.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos so we can review the issue.

Depending on the situation, we may offer a refund, replacement, store credit, or another appropriate resolution.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the eligible item and place a new order.

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photos so we can review the issue.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part, damage, defect, or an incorrect item being sent.

Original shipping charges are non-refundable unless the return is due to our error, damage, defect, or an incorrect item being sent.

Refunds

Once an eligible return is received and inspected, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method.

Please note that banks and payment providers may take additional time to process and post the refund.

Warm Weather and Delivery Issues

Some LOONMOON products, including beeswax candles, beeswax wax melts, chocolate, and soft maple candies, can be affected by high heat during shipping. Please monitor tracking during warm weather and bring your package indoors as soon as possible after delivery.

Minor surface bloom, light marking, softening, or texture changes caused by heat exposure do not automatically qualify as damage. If there is a serious issue with your order, please contact us within 48 hours of delivery with photos so we can review it.