Return & Refund Policy
Effective Date: January 2026
At Moonrock Online Shop, customer safety, product integrity, and regulatory compliance are our highest priorities. Because we sell hemp-derived vape products and related consumables, our return and refund policy follows strict health, safety, and federal/state regulatory standards. You can learn more about our compliance standards on our About Us page.
1. Eligibility for Returns
We only accept returns under the following conditions:
- The product must be unopened, unused, and sealed in its original packaging.
- The product must be in resalable condition and free from signs of tampering.
- The return request must be initiated within 7 days of delivery, as confirmed by carrier tracking information.
Final Sale Items
For health, hygiene, and regulatory reasons, the following items are final sale and not eligible for return or exchange:
- Opened or used vape devices, cartridges, disposables, or pods
- Opened e-liquids or concentrates
- Any product with broken seals or missing original packaging
- Promotional or clearance items marked “Final Sale”
2. Defective or Damaged Products
If your order arrives damaged or contains a manufacturing defect, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- Photos or video clearly showing the damage or defect
- The batch or lot number if visible on the packaging
Important Safety Notice
Do not ship leaking devices or hazardous lithium batteries. If a device is physically damaged, punctured, or overheating, contact support for safe disposal instructions instead of returning the item by mail.
Once verified, we will:
- Send a replacement item, or
- Issue a full refund to your original payment method.
Moonrock Online Shop covers return shipping costs for verified defective or incorrect items.
3. PACT Act & Age Verification
In compliance with the PACT Act (Prevent All Cigarette Smoking Act) and applicable state laws:
- All deliveries require an adult signature (21+) and a valid government-issued photo ID at the time of delivery.
- Failure to provide valid ID will result in a refused delivery.
- Refused deliveries are subject to applicable return shipping costs and a 15% restocking fee.
You can review our delivery requirements on our Shipping Policy page.
4. How to Initiate a Return
To request a return, contact our support team:
Email: sales@moonrockonlineshop.com
Phone: (800) 555-0199
Include the following information:
- Full name
- Order number
- Product name(s)
- Reason for return
- Photos or video (if applicable)
Do not send any product back without receiving a written Return Merchandise Authorization (RMA) number from our support team.
5. Shipping, Refunds, and Cancellations
Return Shipping Costs
- Customers are responsible for return shipping costs for non-defective returns (buyer’s remorse).
- Moonrock Online Shop covers return shipping costs for defective, damaged, or incorrect items.
- We recommend using a trackable shipping service. We are not responsible for lost or undelivered return packages.
Refund Method and Processing Time
- Approved refunds are issued to the original payment method used at checkout.
- Refunds are processed within 3–5 business days after we receive and inspect the returned item.
- Your financial institution may require additional time to post the refund to your account.
Order Cancellations
- Orders may be canceled only before shipment.
- Once an order has been processed or shipped, it cannot be canceled.
- For full order handling rules, see our Terms of Service.
6. Regulatory Compliance and Product Disposal
Due to federal and state regulations governing hemp-derived and vape products:
- Returned consumable products may not be resold.
- Verified defective or returned hemp and vape products are logged and destroyed as regulated waste when required by law.
This policy ensures compliance with all applicable consumer safety and hemp product regulations.
7. State Law Savings Clause
If any portion of this policy is found to be unenforceable under applicable state or local laws (including but not limited to California or New York), the remainder of this policy shall remain in full force and effect.
Customer Resources
Lab Results / Certificates of Analysis (COAs):
Certificates of Analysis for applicable products are available upon request. Customers may contact sales@moonrockonlineshop.com with their order number to request lab documentation.
Frequently Asked Questions (FAQ)
Q: Can I return a vape pen or cartridge that I’ve already opened or used?
A: No, unfortunately not. Due to strict health, hygiene, and federal regulations, we can only accept returns on items that are unopened, unused, and still factory-sealed in their original packaging. Opened items are final sale.
Q: What if my product arrives broken or damaged?
A: We’ve got you covered! If your order arrives damaged or defective, please contact our support team within 48 hours of delivery. We will happily cover all shipping costs to send you a replacement or issue a full refund. Just be ready to provide photos of the damage.
Q: Who pays for the return shipping costs?
A: It depends on the reason for the return.
- If you simply changed your mind (“buyer’s remorse”), you are responsible for the return shipping cost.
- If the return is due to our error (wrong item sent) or a manufacturing defect, Moonrock Online Shop covers all shipping costs.
See full details on our Shipping Policy page.
Q: Why do I need to show my ID when the package is delivered?
A: This is a federal requirement! We must comply with the PACT Act, which mandates an adult signature (21+) for all vape and hemp product deliveries. If you aren’t home or don’t have a valid ID ready, the carrier will refuse the delivery, and return fees will apply. Learn more about our delivery rules on our Shipping Policy page.
Policy Updates
Moonrock Online Shop reserves the right to update or modify this Return & Refund Policy at any time to remain compliant with changing laws, regulations, and business practices.
For related policies, please review our Privacy Policy and Terms of Service.