Moon Tide Atelier LLC is committed to providing high-quality shell jackets and outdoor apparel, along with a satisfying shopping experience. If you are not satisfied with your purchase, or if the item you received has a quality issue, you may request after-sales service in accordance with the following return and refund policy.
- Return Period
Customers have 30 days from the date of receipt to request a return.
If you wish to return an item, please contact us via email within 30 days of receiving it, providing your order number, the name of the item, and the reason for the return.
Requests made beyond this period may not be accepted, except as otherwise provided by law.
- Return Conditions
To ensure that returned items can be processed, they must meet the following criteria:
The item must be unused and in a condition suitable for resale.
The item must remain in its original state, free from any damage caused by the user.
The item, along with all accessories, tags, and packaging, should be as complete as possible.
You must be able to provide a valid order number or proof of purchase.
Returns may not be accepted in the following cases:
The item has been damaged due to improper use.
The item shows clear signs of use, stains, or damage caused by the user.
The item’s condition for resale has been compromised due to improper cleaning, storage, or modification.
The return request is made beyond the specified period and does not meet the legal requirements for returns.
- Quality Issues and Incorrect Items
If the shell jacket you received has a quality issue, was damaged during transit, or does not match your order, please contact us promptly.
Please provide the following information so that we may verify the situation:
Order number.
Item name and a description of the issue.
Clear photographs of the damaged or incorrect item.
Your contact information.
Once it is verified that the item has a quality issue or was sent incorrectly, we will provide a refund, an exchange, or another appropriate solution based on the specific circumstances.
For returns confirmed to be due to quality issues, Moon Tide Atelier LLC will cover the return shipping costs.
- Returns Unrelated to Quality Issues
If a customer requests a return for personal reasons (such as an unsuitable style, color, or size, or a change in personal preference), the request may be submitted, provided that the item meets the return conditions. For returns unrelated to product quality, the customer is responsible for the associated return shipping costs.
We recommend that customers contact us before returning any items to confirm return requirements and the correct return address.
- Return Application Process
Customers may follow the steps below to request a return:
Step 1: Contact Customer Service
Please contact us via email, providing your order number, product details, and the reason for the return.
Step 2: Application Review
Our customer service team will review your request and confirm whether the item(s) meet the criteria for return.
Step 3: Obtain Return Address
Once your return request is approved, we will provide you with the confirmed return address and relevant return instructions.
Step 4: Return the Item(s)
Please return the item(s) to the address provided by our customer service team and keep a record of your shipment tracking information.
Step 5: Product Inspection
Upon receiving the returned item(s), we will inspect their condition to verify that they meet the requirements for a refund.
- Return Address
All returned items must be sent to the following designated address only after receiving confirmation from our customer service team:
Company Name: Moon Tide Atelier LLC
3415 S BROADWAY AVE
TYLER TX 75701
Please note: Do not return any items without prior confirmation. The actual return address may vary depending on the specific product and logistics arrangements; please rely on the return address provided by our customer service team.
- Refund Processing Time
Once the returned item(s) arrive, we will conduct an inspection.
After confirming that the item(s) meet the refund criteria, we will typically initiate the refund process within 3–5 business days.
Refunds will be issued to the original payment method used by the customer.
The actual time it takes for the funds to appear in your account may vary based on the processing speeds of your bank, credit card issuer, or third-party payment provider.
- Refund Amounts and Costs
The refund amount will be determined based on the original purchase details and the outcome of the return review.
Product Quality Issues: For items that qualify for a refund due to quality issues, we will cover the return shipping costs.
Returns Unrelated to Quality: The customer is responsible for the associated return shipping costs. Shipping fees already incurred on the original order that do not qualify for a refund may not be reimbursed, except where otherwise provided by law.
Approved refunds will be issued via the original payment method.
- Order Cancellation
If you wish to cancel an order, please contact us as soon as possible, before the items have been dispatched.
For orders that have not yet been processed or shipped, we will do our best to assist with the cancellation and, once confirmed, will process a refund via the original payment method.
If an order has already been dispatched, it may not be possible to cancel it directly; in such cases, you may apply for a return in accordance with this policy after receiving the items.
- Exchange Policy
If you need to exchange your shell jacket for a different size, color, or style, please contact us first to confirm product availability and eligibility for an exchange.
Exchange requests are subject to review. Shipping costs will be determined based on the reason for the exchange and the specific circumstances.
- Exceptions to the Refund Policy
This policy does not limit any mandatory consumer rights to which you may be entitled under applicable law.
In cases where returns are not permitted—due to the nature of the product, specific terms of sale, or other legal provisions—we will handle the matter in accordance with applicable law and the relevant sales terms.
We appreciate your support of Moon Tide Atelier LLC and are committed to providing you with fair, transparent, and convenient after-sales service.