Returns/exchanges? (Physical Products)

We carefully package each and every item so that you may receive it beautiful and intact. However, if you are not satisfied with any products, or if anything is broken/damaged upon arrival, please email us and we'll do our best to solve the problem: info@genamoon.com. 

 

Our products have one of three return policies - no return (mostly for products such as soaps, sage, palo santo, candles, incense, candle holders, crystals, some clothing, some jewelry, and other applicable products), 15 day returns, 30 day returns, no exchanges. These policies are mentioned in the product description.

 

If product is approved for return, within 15/30 days as specified of receiving the product they will be refunded. Please note that customer is responsible of paying the extra shipping cost. In case of a damaged product or a wrong product, we will ask for photos as proof to effectively process the refund. You simply contact us, and provide us a picture of the damaged product, let us know the order number and the item name and from there, we will take it forward. 

 

Items sent back to us without first requesting a return will not be accepted. 

 

Please email us first and we'll do our best to assist you: info@genamoon.com.

 

Refunds for Physical Products

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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• Customer received a damaged or incorrect product: In the case that you report a damaged or incorrect product, the customer will be required to submit photo evidence within 15 days of receiving the item. If the claim is approved, we will proceed with the return. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.

 

• The shipment had an incorrect address: In the case that a reshipment is required due to an address entry error on the customer's end, this additional shipping cost will be covered by the customer.

 

• Missing order: In the case that a package is delivered (based on tracking number update) but the recipient claims that they did not receive the item, the recipient must submit a claim to the shipping carrier directly. As customers, your orders shall be deemed delivered and in satisfactory condition if you do not report the issue within the time frame.

 

• Late order: Please note that we may sometimes require more time to fulfill orders such as during high-volume seasons or due to new COVID regulations and limitations. In these instances, you will be notified that the order will be fulfilled later than normal.

• DUE TO COVID-19 DELAYS IN SHIPPING VIA USPS ARE TAKING LONGER THAN USUAL.

 

If you experienced any of the above scenarios, you must report the issue as soon as possible, within 15 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

 

Shipment Processing Time (Physical Products):

• All orders are processed within 1-3 business days. Orders are not shipped or delivered on weekends or holidays.
  If we are experiencing a high volume of orders, shipments may be delayed by a few days.

• Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

• Some items may be shipped in separate packaging.

 

How do I request a return, exchange, or refund for a physical product?

 

Make sure your reason is valid to replace or return the product by first emailing us to confirm and approve, (e.g. defective items) and obtain evidence by requesting photos from you. Once the tracking number has been provided (or once we have received the returned product), a refund will be credited back to the card on file. Be aware, some products are non-returnable and non refundable.

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*ALL SALES ARE FINAL FOR ALL CONSULTATION SERVICES and NO REFUNDS for Video Recorded Readings, Phone Voice Readings, and Spiritual Coaching Sessions: 

Once you book a video recorded reading, phone reading or coaching session all sales are final and there are no refunds. If you wish to switch the date, please contact info@genamoon.com at least 48 hours in advance to postpone for a different date or you will be charged a $150 missed appointment fee. If Gena Moon cannot make the session you will receive a notification to postpone, or if Gena is unavailable for a booked session, she will postpone your booked service for a different date once available. 

 

Additional inquiries:

If you have any questions about your order, please email us and we will gladly do our best to answer you: info@genamoon.com

 

*Please provide your order number in the email.

 

Sending Lots of Love, Light & Infinite Blessings!