Refund policy

At Moon Impact, we want you to feel confident every time you order. This policy explains how refunds, deliveries, and returns are handled.

1. No Cancellations or Returns

Due to the nature of our products and applicable regulatory guidelines, we do not accept cancellations or returns under any circumstance, including unused or unopened products, once an order is placed. Refunds are only issued in the specific situations covered below.

2. Prescription / Doctor Consultation Not Approved

If our doctor does not approve your prescription, or your consultation cannot be completed for medical reasons, your order will be cancelled and you will receive a full refund.

3. Damaged, Incorrect, or Missing Items

If you receive a damaged, incorrect, or defective product, or your package is missing items, you must report it within 24 hours of delivery, with:

Your order number
Photos of the product and packaging

Please record a video while opening your package. This unboxing video — unedited and continuous, showing the sealed parcel and its contents — is required as proof in case of missing quantity, damage, or incorrect items; claims without it, or reported after 24 hours, may not be accepted.

Verified claims are eligible for a free replacement or full refund, at your choice.

4. How to Request a Refund

Email us at verdascend@gmail.com with your order number and the reason for your request (unapproved prescription, or damaged/missing/incorrect items). All refund requests must be raised through this official channel with the required documentation.

5. Order Not Delivered

If your order is confirmed lost in transit or does not reach you within the expected delivery window, contact us with your order number. We will either reship the order at no extra cost or issue a full refund, at your choice.

6. Delivery Failure Due to Incorrect Address or Refusal

If a delivery fails because of an incorrect/incomplete address provided at checkout, or because delivery was refused at the doorstep, the shipment is returned to us (RTO). Once we receive it back, we will refund the order value minus actual shipping and return-shipping charges. Re-delivery, if requested, may involve an additional shipping fee.

7. Refund Method & Timeline

If approved, refunds are credited to your original payment method within 10–14 business days. Please note it can take additional time for your bank or card issuer to process and post the refund. For Cash-on-Delivery orders, refunds are processed via bank transfer or UPI, and you may be asked to share those details.

8. Non-Refundable Charges

Payment gateway charges and shipping fees already incurred are non-refundable, except where the issue is due to an error on our part.

9. Changes to This Policy

We may update this policy from time to time to reflect changes in our process or applicable law. The version in effect at the time you place your order will apply to that order.

10. Governing Law & Jurisdiction

This policy is governed by the laws of India. Any disputes arising out of or in connection with this policy are subject to the exclusive jurisdiction of the courts at Sirsa, Haryana.