Effective date: June 1st, 2026
At Moon Oni, we want you to be satisfied with your order. Because most Moon Oni products are made or printed specifically after an order is submitted, our return process differs from that of traditional retail stores.
Please review the following policy carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
Contact us within 7 days of delivery if your order arrives:
- Damaged
- Defective
- Misprinted
- In the wrong size or color compared with what you ordered
- With the wrong product
- With missing items
Submit your request through our Contact Us page and include:
- Your order number
- The email address used for the order
- A description of the issue
- Clear photographs of the entire item
- Close-up photographs showing the problem
- A photograph of the packaging and shipping label when requested
Do not discard the item or its original packaging until your claim has been reviewed.
After reviewing the request, Moon Oni may offer an appropriate resolution, including:
- A replacement
- A partial refund
- A full refund
- Store credit, with your agreement
Tapstitch instructs merchants to report shipping damage with photographs within seven days of receiving the package.
Made-to-Order Products
Most Moon Oni items are created or printed after you place your order. For this reason, we generally do not accept returns or exchanges for:
- Ordering the wrong size
- Selecting the wrong color
- Changing your mind
- No longer wanting the item
- Minor differences in color caused by screen or lighting settings
- Minor placement or production variations that do not make the product defective
Please review the product description and size chart carefully before purchasing.
This restriction does not limit any return, cancellation, warranty, or consumer rights that cannot legally be excluded in your location.
Size Issues
Customers are responsible for selecting the correct size before checkout.
Measurements and fit can vary between T-shirts, hoodies, shorts, and other products. Some Moon Oni pieces are intentionally designed with an oversized or relaxed fit.
Before ordering:
- Review the size chart on the product page.
- Compare the listed measurements with a garment you already own.
- Read the product-specific fit recommendations.
We do not guarantee exchanges or refunds when the customer ordered the incorrect size.
If the size received does not match the size selected in your order, contact us within seven days because that may qualify as an incorrect item.
Order Cancellations
Contact us immediately if you need to cancel an order.
Cancellation requests are not guaranteed. Orders may enter production shortly after payment is confirmed.
An order may generally be canceled only before production begins. Tapstitch states that orders are eligible for full cancellation while they remain in “In Review” status; once production starts, a full refund might no longer be available.
If we successfully cancel your order before production, the refund will be issued to the original payment method.
Changes to an Order
Contact us immediately if you need to change:
- The delivery address
- Product size
- Product color
- Product selection
- Shipping method
Changes cannot be guaranteed after an order has entered production or fulfillment.
Customers are responsible for reviewing all order details before completing checkout.
Return Authorization
Do not send an item back without contacting Moon Oni and receiving return instructions.
Returns sent without authorization may not be accepted or refunded.
Tapstitch does not process returns directly from Moon Oni customers. Moon Oni is responsible for handling customer return requests under this store policy.
If a physical return is required, we will provide the applicable return address and instructions after approving the request.
Do not return products directly to Tapstitch unless Moon Oni specifically instructs you to do so.
Return Eligibility
When Moon Oni authorizes a discretionary return, the item must generally be:
- Unworn
- Unwashed
- Unused
- Free from odors, stains, hair, makeup, deodorant, and damage
- In its original condition
- Returned with any original tags and packaging
- Accompanied by proof of purchase
Moon Oni reserves the right to reject a return that does not meet these conditions.
Non-Returnable Items
Unless required by applicable law, the following are not eligible for return:
- Made-to-order or custom-printed products without a defect
- Personalized products
- Worn or washed products
- Items damaged after delivery
- Items without proof of purchase
- Gift cards
- Final-sale products
- Items returned without authorization
- Products submitted outside the stated claim period
Return Shipping Costs
When Moon Oni confirms that an item is damaged, defective, or incorrect, we will determine whether:
- No physical return is required
- A prepaid return label will be provided
- Reasonable approved return costs will be reimbursed
For any discretionary return unrelated to a Moon Oni or production error, the customer is responsible for return-shipping costs.
Original shipping charges are not refundable unless:
- The entire order was defective or incorrect
- Moon Oni approves the shipping refund
- Applicable law requires otherwise
We recommend using a trackable shipping method. Moon Oni is not responsible for unauthorized returns or returned packages that are lost in transit.
Refunds
We will notify you after reviewing your claim or receiving and inspecting an authorized return.
If approved, your refund will be issued to the original payment method.
Please allow time for your bank, credit-card company, or payment provider to process and post the refund. Processing time varies by financial institution.
Shopify generally allows merchants to issue full or partial refunds, but the original payment-processing fee might not be returned to the merchant. This does not reduce an otherwise approved customer refund.
Partial Refunds
A partial refund may be offered when:
- Only part of an order is affected
- A minor defect does not prevent use of the product
- An authorized return arrives in a condition different from when it was delivered
- The customer agrees to keep the item in exchange for a partial refund
Any partial-refund offer will be communicated before it is processed.
Exchanges
Because Moon Oni products are generally made to order, we do not guarantee direct exchanges.
When a replacement is approved for a damaged, defective, or incorrect item, we may send the correct item without requiring a new purchase.
For a size or preference change that is not caused by our error, the customer may need to place a new order.
Sale Items and Promotional Purchases
Discounted products are covered when they arrive damaged, defective, or incorrect.
However, products clearly identified as Final Sale are not eligible for discretionary returns or exchanges unless required by law.
When an approved refund affects the requirements of a promotion, the refunded amount may be adjusted to reflect the terms of that promotion.
Discount Codes
Discount codes cannot be applied retroactively after an order has been completed.
When a product purchased with a discount is approved for a refund, the refund is based on the amount actually paid for that product, not its original price.
Shipping Delays
Estimated delivery dates are estimates and are not guaranteed.
A shipment arriving later than estimated does not automatically qualify for a refund if the order remains in transit.
Contact us if tracking has not updated for an extended period so that we can review the shipment with the carrier or fulfillment provider.
Lost Packages
Contact us if your tracking information has stopped updating or indicates that the shipment may be lost.
We may ask you to:
- Confirm the delivery address
- Contact the shipping carrier
- Check with household members, neighbors, or building staff
- Wait until the carrier’s investigation period has passed
If the carrier confirms that the shipment was lost in transit, Moon Oni will review the order for replacement or refund eligibility.
Tapstitch states that it arranges reshipment when the freight company loses a package, subject to its claim process.
Packages Marked as Delivered
When tracking shows that a package was delivered but you cannot locate it:
- Check the delivery area and mailbox.
- Ask household members, neighbors, or building staff.
- Allow up to one additional business day because some carriers mark packages delivered before final placement.
- Contact the shipping carrier.
- Contact Moon Oni with your order number and tracking details.
Moon Oni will assist in reviewing the issue, but we cannot guarantee a replacement or refund for packages confirmed as delivered to the address entered during checkout.
This does not limit rights available under applicable law.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address.
Moon Oni is not responsible for delays, failed deliveries, or returned shipments caused by:
- An incorrect address
- Missing apartment or unit information
- An incorrect postal code
- Refusal of delivery
- Failure to collect the shipment
- An address that the carrier cannot access
If a package is returned to the sender, additional shipping charges may apply before it can be sent again.
International Returns
Customers outside the United States should contact us before returning anything.
International customers may be responsible for:
- Return postage
- Customs documentation
- Duties
- Taxes
- Brokerage fees
Do not mark an unauthorized return as a commercial sale.
Mandatory consumer rights in the customer’s country or region remain applicable where they cannot legally be waived.
Suspected Fraud or Abuse
Moon Oni reserves the right to refuse a return, replacement, or refund where there is evidence of:
- Return fraud
- Altered photographs
- Intentional product damage
- Repeated abusive claims
- Chargeback abuse
- Violation of this policy
This section does not limit legitimate consumer claims or rights.
How to Request Assistance
Submit your request through the Contact Us page.
Include your order number and all relevant photographs or information.
Response time: We typically respond within 1–2 business days.
Do not send a product back before receiving instructions.
Policy Changes
Moon Oni may update this Returns & Refunds Policy when our products, fulfillment process, or legal requirements change.
The policy in effect at the time of purchase will generally apply to that order, subject to mandatory law.