Refund policy

Return & Refund Policy

MoonHoops | Last updated: October 6, 2026

By placing an order with MoonHoops ("we," "us," "our"), you acknowledge that you have read, understood, and agreed to this Return & Refund Policy in full.

Return Window

All return requests must be initiated within 30 days of the confirmed delivery date. Requests submitted after this period will not be accepted under any circumstances.

Eligibility Requirements

To qualify for a return, your item must meet all of the following conditions:

  • Unused (not inflated for play, bounced, or exposed to any playing surface)
  • In its original condition and packaging
  • Accompanied by proof of purchase

Items that do not meet these conditions will be automatically rejected.

Non-Returnable Items and Non-Qualifying Reasons

The following are final sale and are not eligible for return or refund:

  • Items purchased with a discount code or at a reduced price (including bundles and store promotions), unless a verified manufacturing defect is present
  • Gift cards

We do not accept returns, refunds, or exchanges for:

  • Incorrect size selection. Sizes 5, 6, and 7 are clearly described on the product page. Selecting the correct size is the sole responsibility of the buyer.
  • Change of mind, dislike of the product, or dissatisfaction with color, design, feel, weight, or appearance.
  • Glow performance. See "Glow Feature Disclosure" below.
  • Normal wear and tear, including surface wear from use, loss of air pressure over time, and fading of the glow effect.
  • Damage resulting from misuse, improper inflation, overinflation, use on abrasive or unsuitable surfaces, exposure to extreme heat, sharp objects, or any use not consistent with the product's intended purpose.

Glow Feature Disclosure

The glow effect is produced by a light-activated (photoluminescent) material that must be charged by exposure to a light source. Brightness, color intensity, and glow duration vary depending on the amount and type of light exposure, ambient conditions, product size, and the age of the product, and naturally diminish over time. Product images, renders, and videos are for illustrative purposes only and do not guarantee any specific level, color, or duration of glow. Variations in glow performance are not a defect.

Damages & Manufacturing Defects

Inspect your order immediately upon delivery. Any damage caused during transit or any manufacturing defect must be reported within 48 hours of receiving your package. Reports submitted after this window will not be accepted.

Required to process your claim:

  • A continuous, unedited unboxing video, recorded from the moment the sealed package is in view until the damage is clearly shown. Videos that are cut, edited, paused, or that begin after the package has been opened will not be accepted.
  • Proof of purchase

Failure to provide this evidence within the stated timeframe constitutes acceptance of the item as received, in full and without reservation.

For approved damage or defect claims, MoonHoops may, at its sole discretion, offer a replacement, a partial refund, or a full refund, and may waive the return of the item.

How To Start A Return

Contact us at smithkeevin0@gmail.com with your order number, reason for return, and the required evidence if applicable. Do not send any item back without prior written approval from our team. Unauthorized returns will not be accepted or refunded.

Return Shipping Costs

The customer is responsible for 100% of return shipping costs. Original shipping and handling fees are non-refundable. If a refund is approved, the original shipping cost will be deducted from the total refund amount.

All returns must be sent using a tracked shipping service. MoonHoops is not responsible for packages lost or damaged in transit during the return process.

Inspection & Refund Process

Once your return is received, it will be inspected within 5 business days. You will be notified by email of the approval or rejection of your refund. If approved, the refund will be credited to your original payment method within 5 to 10 business days, subject to your bank's processing times. Import duties, taxes, and customs fees paid by the customer are not refundable by MoonHoops.

If more than 15 business days have passed since your refund was approved and you have not received it, contact us at smithkeevin0@gmail.com.

Exchanges

We do not process direct exchanges. If you need a different item or size, return the original (subject to eligibility, and excluding returns for incorrect size selection) and place a new order once the return is approved.

Payment Disputes and Chargebacks

Before initiating a dispute or chargeback with your bank, card issuer, or payment provider, you agree to first contact us at smithkeevin0@gmail.com and allow us a reasonable opportunity to resolve the issue. You acknowledge that this policy, your order confirmation, shipping and delivery records, and any communications between you and MoonHoops may be submitted as evidence in any dispute.

Assumption of Risk and Limitation of Liability

The use of the product is entirely at the buyer's own risk and responsibility. The buyer (and any person who uses the product, including minors under adult supervision) assumes 100% of the risks associated with its use, including injury, property damage, and accidents, particularly when played in low-light or nighttime conditions.

To the maximum extent permitted by law, MoonHoops' total liability for any claim arising from or related to an order, the product, or this policy shall in no event exceed the purchase price paid for the specific product giving rise to the claim (excluding shipping, taxes, and duties). MoonHoops shall not be liable for any indirect, incidental, special, consequential, or punitive damages.

Governing Law and Exclusive Jurisdiction

This policy is governed by the laws of the United Mexican States. Any dispute, claim, or controversy arising from or related to this policy, your order, or the product shall be submitted exclusively to the competent courts of Mexicali, Baja California, México, and you expressly waive any other jurisdiction or venue that may correspond to you by reason of your present or future domicile or for any other reason.

European Union — 14-Day Cooling Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. The item must be unused, in its original packaging, and accompanied by proof of purchase. The exclusions in this policy for size selection and change of mind do not limit this statutory right for EU customers.

Mandatory Consumer Rights

Nothing in this policy excludes or limits any right that cannot be excluded or limited under the mandatory consumer protection laws applicable in your country of residence. If any provision of this policy is found unenforceable, the remaining provisions remain in full force and effect.

Contact

For any return or refund questions: smithkeevin0@gmail.com