退款政策
A. Own Products (MoonCart as seller)
A. 自有產品（MoonCart 為賣方）
Unless you return the Ordered Goods to us together with written notice specifying the error and a clear description thereof within ninety-six (96) hours of arrival at the Delivery Address, it shall be presumed that we have fully discharged our obligations under the contract and that you have confirmed the goods to be correct and of satisfactory quality. Late claims will not be entertained unless you can fully explain the delay and demonstrate that the claim was made as soon as reasonably practicable.
Where sufficient evidence supports a claim, we reserve the right to:
- replace the Ordered Goods free of charge; or
- refund the amount paid by you upon return of the goods.
You may be required to bear all costs and expenses (including delivery charges) incurred in returning the goods and delivering any replacement. Returned goods must be in their original condition and packaging, without alteration. No refund or replacement will be provided where the goods are free from defect or where no error on our part has occurred. All claims must be submitted through our designated channel. We reserve the right to reject any claim, and our decision shall be final.
Quality issues – additional rules for Own Products Returns or exchanges for quality issues will be accepted only if all of the following conditions are satisfied:
- the application is submitted within seven (7) days after delivery;
- the product is confirmed to have a factory quality defect;
- any replacement is limited to the same brand and same selling price;
- where the product has been discontinued, a refund of the relevant amount may be issued;
- damage caused by improper use or human agency is excluded;
- products expressly stated to be non-returnable are excluded; and
- the required supporting documents are provided (including photographs and videos of the issue, intact outer packaging, all free gifts, order receipt and delivery note).
How to apply Applications must be submitted by email to cs@mooncarthk.com with a detailed description and the required supporting documents.
Cancellation before delivery notification Where an Order is cancelled prior to issuance of a delivery notification, a service fee equal to ten per cent (10%) of the Order total or HK$60 (whichever is higher) will be deducted.
除非閣下於貨品送達送貨地址後九十六（96）小時內以書面通知錯誤並清楚描述錯誤情況，同時將訂購貨品退回本公司，否則初步視為本公司已履行合約下之一切義務，且閣下已確認所送貨品正確並滿意其品質。逾期提出之申索將不獲受理，除非閣下能充分解釋延遲原因並證明已盡快提出申索。
如有足夠證據支持申索，本公司有權酌情決定：
- 免費更換訂購貨品；或
- 在退貨後向閣下退還已付款項。
閣下可能需承擔退貨及送達任何更換貨品所產生之所有開支及費用（包括送貨費）。退回貨品必須保持原狀及原包裝，未經任何改動。如貨品無瑕疵或本公司並無任何錯誤，本公司不提供退款或更換。所有申索必須透過本公司指定渠道提交。本公司有權拒絕任何申索，而其決定為最終決定。
品質問題 – 自有產品額外規則 品質問題之退貨或換貨僅在符合以下全部條件時方獲接受：
- 於送貨後七（7）日內提出申請；
- 產品經確認屬出廠品質瑕疵；
- 更換僅限於同一品牌及同一售價之產品；
- 如產品已停產，可選擇退還相關款項；
- 因使用不當或人為損壞所造成之損壞一律不接受；
- 明確標示為不可退貨之產品除外；及
- 提供所需證明文件（包括問題之照片及影片、外包裝完好、所有贈品、訂單收據及送貨單）。
申請方式 請將詳細描述連同所需文件電郵至 cs@mooncarthk.com。
送貨通知發出前取消 如在送貨通知發出前取消訂單，將扣除訂單總額百分之十（10%）或港幣 60 元（以較高者為準）作為服務費。
B. Merchant Products
B. 商戶產品
Unless otherwise expressly provided by the individual Merchant, no returns or exchanges will be accepted. You are advised to read and understand the Merchant’s returns policy carefully before placing an Order.
Subject to the Merchant’s policy, returns may be possible within seven (7) days (or such other period as the Merchant may specify) in respect of:
- faulty or defective goods (where no fault is attributable to you);
- wrong items; or
- incorrect quantity,
provided the goods remain unused and in original condition. Acceptance of any return is at the sole discretion of the Merchant.
We do not accept returns of Merchant Products directly. Where a Merchant has not provided a returns policy, the return policy applicable to MoonCart’s Own Products shall apply to such Merchant Products.
除非個別商戶另有明確指明，否則不接受退貨或換貨。請於下單前仔細閱讀並理解商戶之退貨政策。
視乎商戶政策，以下情況可能可於七（7）日內（或商戶訂明之其他期限）申請退貨：
- 瑕疵或有缺陷貨品（非閣下過失）；
- 錯貨；或
- 不正確數量，
惟貨品必須未經使用並保持原狀。是否接受退貨全由商戶酌情決定。
本公司不直接接受商戶產品之退貨。如商戶未有提供退貨政策，商戶產品將適用與 MoonCart 自有產品相同之退貨政策。
