Refund policy
We Want You to Love Your Purchase
At Solemoon, we take pride in our handcrafted pet accessories and want you and your pet to love them as much as we do. If you’re not completely satisfied, we’re here to help.
Eligibility for Returns
We gladly accept returns on items that are:
• Unused, unaltered, and unwashed
• In their original packaging
• Requested within 30 days of delivery
Please note that custom-made or personalized items cannot be returned.
How to Start a Return
To begin the return process, please email us at support@solemoonpets.com with:
• Your order number
• The reason for your return
• Whether you’d prefer a store credit or refund
We’ll respond within 1–2 business days with next steps. Once your return is approved, we’ll send a return shipping label and instructions.
Shipping Costs
We offer simple, flat-rate return and exchange shipping:
- A $4.90 flat fee will be deducted from your refund or store credit to cover the return shipping label.
- Keep in mind that original shipping costs are non-refundable.
Exchanges
If you need a different size, color, or style, the easiest way is to return your item and use your store credit to place a new order. This ensures faster processing and availability.
Damages & Issues
Please inspect your order upon arrival. If something arrives damaged, defective, or incorrect, contact us immediately at support@solemoonpets.com so we can make it right.
Refunds
Once we receive your return and confirm that it meets our eligibility criteria, we’ll issue your refund to your original payment method (minus any shipping costs) within 3-5 business days. Please allow additional time for your bank or payment provider to process the transaction.
If it's been more than 10 business days since your refund was approved and you haven’t received it, please reach out to us at support@solemoonpets.com.
Our Commitment to You
Our mission is to celebrate culture and craftsmanship through soulful, handmade pieces for your pets. If you have any questions, concerns, or feedback, please don’t hesitate to reach out to us at support@solemoonpets.com, we’re always here to help.