Refund policy
MADE TO ORDER
Every Moon Basin Worlds tee, hoodie, jersey, pair of shorts or leggings and canvas is printed and made after you order it. Nothing is held in stock. Please review this policy before purchasing, or before requesting a return, exchange, replacement or cancellation.
CANCELLATIONS
Orders may be canceled within 24 hours of purchase. After 24 hours, production may already be underway and the order can no longer be canceled.
RETURNS
Return requests must be made within 7 days of the order being marked as delivered.
All returns must be approved before being shipped back. Please contact us at info@moonbasinworlds.com or through the contact form on our website before returning an item. Unauthorized returns may be refused.
Returned items must be:
- Unused, unworn and unwashed
- Free from smoke, perfume, pet odors, stains, damage or other contaminants
- Returned with a valid tracking number
Customers are responsible for return shipping costs.
Approved returns are subject to a 15% restocking fee based on the value of the returned items. This fee helps cover the production and processing costs of made-to-order products.
Original shipping charges are non-refundable.
Refunds are processed within 30 business days after the returned item has been received and inspected.
RETURN CONDITION
Returned items are inspected before a refund or exchange is approved. If an item shows signs of wear, use, washing, damage, stains, odors or other contamination, the return will be denied. If a return is denied, the customer is responsible for the shipping cost to have the item sent back.
DEFECTIVE OR INCORRECT ITEMS
If you receive a defective item or the wrong item, we will send a free replacement. That covers printing faults such as smearing, banding, missing ink or a misprinted panel; damage in transit; the wrong item, the wrong size or the wrong world; stitching faults, holes or open seams on garments; and a cracked frame or torn canvas on wall art.
The issue must be reported to info@moonbasinworlds.com within 24 hours of delivery, with your order number and clear photos of the item. The 15% restocking fee does not apply to defective items or incorrectly fulfilled orders.
WHAT IS NORMAL, AND NOT A FAULT
All over printing is not an exact science, and we would rather tell you that up front than argue about it later.
Seams and alignment. Each panel is printed flat, then cut and sewn by hand. The artwork will not line up perfectly across the shoulder, sleeve and side seams, and the alignment differs from one garment to the next. Two shirts of the same world will not be identical. This is normal for cut and sew all over print and it is not a defect.
Colour and hand feel. Cotton takes ink with a natural matte finish. Dark and heavily saturated areas can look more muted in person than they do on a backlit screen, and can feel firmer when new. Screens vary, and no screen is a proof. The same applies to canvas.
Placement. Print placement can shift by up to about an inch, which is within normal production tolerance.
Size. Garment measurements can vary slightly between individual pieces.
None of the above qualifies for a replacement.
SIZE EXCHANGES
Size charts are provided for all applicable products. Please review the size chart and choose the correct size before ordering.
If the wrong size is ordered, a replacement may be available at a reduced replacement price. The original item must be returned first with a valid tracking number, and the customer is responsible for return shipping. Replacement sizes are subject to availability.
CUSTOM AND PERSONALIZED ITEMS
Custom and personalized items are final sale and cannot be returned, exchanged or refunded.
SALE AND CLEARANCE ITEMS
Sale and clearance items follow the same return policy as regularly priced items unless otherwise stated.
LOST IN TRANSIT
If tracking has not updated and your package has not arrived, contact info@moonbasinworlds.com no later than 30 days after the estimated delivery date. We may ask you to confirm your address and to check with your local carrier first. Where tracking shows the package was delivered, please check around the delivery location and with your carrier. A replacement is not guaranteed once tracking confirms delivery.
WRONG ADDRESS AND UNCLAIMED PACKAGES
You are responsible for entering a complete and correct shipping address. If an order comes back to us because the address was wrong or because it went unclaimed, we can send it again once you cover the cost of reshipping it.
This does not limit any rights you have that cannot be excluded under the law that applies to your order.
QUESTIONS
info@moonbasinworlds.com