Refund policy
Returns
We have a 30-day return policy. You have 30 days from the date you receive your item to request a return.
To be eligible, your item must be unused, undamaged, and in the same condition you received it, in its original packaging with all accessories (scabbard, stand, bag, and any certificate). You will also need your receipt or proof of purchase.
To start a return, email info@moonswords.com. If your return is approved, we will send you a return label and instructions. Items sent back without an approved return will not be accepted. The customer is responsible for the cost of return shipping.
Safe packaging
Swords must be returned sheathed and securely packed in the original packaging, or equivalent packaging that prevents the blade from cutting through the box. We are not responsible for items damaged in return transit due to inadequate packaging.
Damages and defects
Please inspect your order when it arrives. If an item is damaged in transit, defective, or not what you ordered, email info@moonswords.com within 7 days of delivery with photos of the item, the packaging, and the shipping label, so we can evaluate it and make it right. Please keep all packaging until your claim is resolved. Manufacturing defects found later are covered by our limited 90-day warranty, described in our Disclaimer.
Non-returnable items
We cannot accept returns on:
- custom commissions and engraved or personalized items, unless they arrive damaged or defective
- sale items and gift cards
- items that have been used, sharpened, modified, disassembled, or damaged after delivery
- orders refused, seized, or destroyed by customs
Exchanges
The fastest way to get a different item is to return the one you have and, once the return is approved, place a new order.
European Union 14-day cooling-off period
If your order ships to the European Union, you may cancel or return it within 14 days of receipt for any reason. Items must be in the condition described above. Custom and personalized items are excluded.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post it. If more than 15 business days have passed since approval, contact info@moonswords.com.