Refund policy

Return and Refund Policy

We want you to be happy with your LOONMOON order.  Because many LOONMOON products are food, wax, candles, wax melts, beeswax wraps, or gift-box items, most products are final sale for safety and quality reasons.

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 may only be accepted within 30 days of delivery for eligible non-final-sale items that are 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.

Final Sale Items

For safety and quality reasons, the following items are final sale and cannot be returned:

Food items and maple products
Beeswax wraps
Beeswax candles
Beeswax wax melts
Bundles and gift boxes containing food, wax, candles, wax melts, or beeswax wrap products
Opened, used, handled, or altered goods

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

Exchanges

We do not offer exchanges. 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, such as an incorrect item being sent.

Original shipping charges are non-refundable unless the return is due to our error.

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, 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.