Refund policy

EFFECTIVE: October 29, 2024

 

This document describes Lunar Alchemy Publishing Company’s refunds, exchanges, and cancellation policy for ToraMoon.com (the “Site”) or Tora’s Mystical Emporium (Shop.ToraMoon.com).

 

Digital Products

There is absolutely NO REFUNDS for any electronic products (ebooks, digital downloads, etc.) or personalized merchandise, including personalized signed books.

Once you’ve downloaded the item, there is no way for you to truly return it to us.

 

Printed Books and Merchandise

We offer a 30-day refund on any items damaged or faulty upon delivery. We do not refund changing your mind. If you received a damaged or defective item, we’ll refund you or exchange your goods - your choice. We want you to be happy!

After 30 days, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unopened, unused, undamaged, and in the same condition that you received it.

Customers are responsible for the shipping costs of returned items.

 

Non-returnable items

  • Downloadable products (ebooks, and digital products)
  • Gift cards
  • Customized signed paperbacks or products
  • Memberships

 

Return Process

To return a physical item, please email service@toramoon.com with the subject “Returns” and include your order number, name, and the reason for the return, along with photos of the faulty or damaged item. We will provide you with instructions on where to send the returned goods.

 

Customers are responsible for the shipping costs of returned items.

 

Customers are strongly urged to obtain proof of postage when returning your goods to avoid any “lost packages” situations, for which we take no responsibility for.

To complete your return, we require a receipt or proof of purchase. All returns must be approved by us before returning.

There are certain situations where only partial refunds are granted:

  • Books or products with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, shortly after.

 

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@toramoon.com.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at service@toramoon.com, with the subject “Exchange.” Please include your order number, name, and the reason for the exchange. Depending on where you live, the time may vary for your exchanged product to reach you.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping Returns

Returns MUST be pre-approved before shipping to us.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time may vary for your exchanged product to reach you.

Please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Order Cancellation Policy

All orders are automatically processed on our secure merchant processor and sent for production and shipment as soon as they are placed. During this process we incur irreversible fees.

If you cancel your order BEFORE it has been shipped, you will be assessed a 15% cancellation fee + $1.50 processing fee.

If you cancel your order after your order has been shipped, you will be assessed a 15% cancellation fee + $1.50 processing fee + Shipping & Handling fees.

 

Need help?

If you have any issues with your order, please contact us at service@toramoon.com.