We hope you are satisfied with your purchase from MOON CAMP.🌿

CANCELLATION AND RETURN POLICY

This Cancellation and Return Policy has been prepared to regulate consumers' rights, cancellation, and return procedures for purchases made through MOON CAMP ("Seller").

The Seller operates in accordance with all relevant legislation in force, especially the Law No. 6502 on Consumer Protection and the Distance Sales Regulation.

1. General Provisions

1.1. Customers are deemed to have accepted the pre-information form and the distance sales agreement for orders placed through the MOON CAMP website.

1.2. Purchased products are delivered to the customer within a reasonable time from the order date, not exceeding the legal period of 30 (THIRTY) days.

1.3. Products must be delivered complete, undamaged, and in accordance with the specifications stated in the order.

1.4. If the product is out of stock or cannot be supplied after the order is completed, the customer is informed as soon as possible, and the payment amount is refunded within a maximum of 14 (fourteen) days.

2. Right of Withdrawal

2.1. The consumer has the right to withdraw from the contract without giving any reason and without paying any penalty within 14 (fourteen) days from the date of receiving the product.

 -The right of withdrawal period starts on the date the contract is established for contracts related to the performance of services; for contracts related to the delivery of goods, it starts on the date the consumer or a third party designated by the consumer receives the goods. However, the consumer can also exercise their right of withdrawal during the period between the establishment of the contract and the delivery of the goods.

(3) In determining the right of withdrawal period;

a) For goods subject to a single order but delivered separately, the day the consumer or a third party designated by the consumer receives the last item,

b) For goods consisting of multiple parts, the day the consumer or a third party designated by the consumer receives the last part,

c) For contracts where the regular delivery of goods is made for a certain period, the day the consumer or a third party designated by the consumer receives the first item,

is taken as a basis.

(4) Delivery of the goods by the seller to the carrier is not considered as delivery to the consumer.

(5) In contracts where the delivery of goods and the performance of services are made together, the provisions regarding the right of withdrawal for goods delivery shall apply.

2.2. To exercise the right of withdrawal, the consumer must notify the Seller in writing through the following communication channels within the withdrawal period:

  • Email: info@mooncamp.co

  • Phone: 0 (541) 740 48 81

  • Address: Aziziye Mahallesi 932. Sokak No: 24/A, Merkez/Düzce

2.3. For the right of withdrawal to be valid:

  • The product must not have been used,

  • It must be sent with its original packaging and all accessories,

  • The invoice or order information must be included in the return package.

3. Return Shipping Fee

3.1. For returns made under the right of withdrawal, if the consumer sends the product with the contracted cargo company specified by the Seller, the return shipping fee belongs to the Seller.

3.2. If the consumer sends the product with a cargo company other than the contracted cargo company, the return shipping cost is covered by the consumer.

Contracted cargo company: Sürat Kargo

4. Cases Where the Right of Withdrawal Cannot Be Exercised

According to the Distance Sales Regulation, the right of withdrawal cannot be exercised for the following products:

  • Products custom-made or specially prepared according to the consumer's request,

  • Products unsuitable for return due to hygiene reasons (underwear, cosmetics, etc.),

  • Digital content, e-books, software products,

  • Services whose performance has begun with the consumer's consent.

5. Return and Refund Process

5.1. After the returned product reaches the Seller, necessary checks are made. Once the return is approved, it takes 1-2 days for MOON CAMP online shop to make the refund to the payment service provider (e.g., credit card company). The time it takes for the refund to reflect on your account may vary depending on the payment service provider.

5.2. The product price is refunded to the consumer within a maximum of 14 (fourteen) days from the date the withdrawal notification reaches the Seller, using the payment method used for the purchase.

5.3. For refunds made with a credit card, it may take a few days for the refund to reflect on the card, depending on the processes of banks or payment providers. For detailed information, and especially if you do not receive your refund within 21 business days, you can contact our online shop customer service team by calling 0 (541) 740 48 81 or sending an email to info@mooncamp.co to provide your order details and/or issue.

5.4. If the consumer causes a loss of value to the product due to use, the Seller has the right to deduct a percentage equivalent to the loss of value.

5.5. In campaign and discounted sales, if the campaign conditions are no longer met after the return, the discount amount may be deducted from the refund amount.

6. Order Cancellation

6.1. Orders can be canceled before the product is shipped.

6.2. Cancellation requests after the product has been shipped are evaluated within the scope of the right of withdrawal.

7. Force Majeure

Delays in the delivery process may occur due to force majeure events such as earthquakes, floods, fires, pandemics, wars, strikes, or internet outages. In such cases, the customer is informed, and one of the following options is offered:

  • Cancellation of the order and refund of the payment,

  • Waiting for the delivery by accepting the delay,

  • Exchange with an alternative product (if possible).

8. Competent Authority

In disputes that may arise from this contract, the Consumer Arbitration Committees and Consumer Courts at the consumer's place of residence are authorized.

9. Contact Information

Brand: MOON CAMP
Email: info@mooncamp.co
Phone: 0 (541) 740 48 81
Address: Aziziye Mahallesi 932. Sokak No: 24/A, Merkez/Düzce

10. PRODUCT EXCHANGE

If you wish to exchange or return our products, we will be happy to assist you as quickly as possible. To do this, you can follow the steps below. Thank you in advance for your cooperation:

  • Since we prefer an environmentally friendly approach, we send your order invoice as an e-invoice via email. You do not need to send the invoice with the product for exchange or return.
  • For you to be able to exchange or return, the product must be unused and its tag, original box, packaging, tape, and other protective elements must be intact, provided that the product is not prepared according to the BUYER's request or clearly personal needs and is not suitable for return. Exchange or return is not possible for underwear and socks due to hygiene reasons.
  • Products that have been used, washed, or damaged in their packaging or themselves are not accepted.
  • You can exchange or return products within 14 days via the "User Menu" on our website or through the contact form.
  • Do not forget to ask for the Return Tracking Code or take a picture of it when handing over your cargo to the cargo company.
  • For Bushcraft knives exchange/return, you must request a cargo code from us.
  • After sending your cargo, we kindly ask you to inform us what action you want to take.
  • Your order's exchange/return is approved within 3-5 business days after reaching our warehouse. During the refund process, delays may occur depending on bank procedures. The bank account refund will be made within a maximum of 10 business days.

    As we have a 30-day return policy, you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at info@mooncamp.co. Please note that returns should be sent to the following address: [Aziziye mahallesi 932.sok No:24/A MERKEZ/DÜZCE]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at info@mooncamp.co.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.

    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    14 day cooling off period in European Union
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

NOTE: During campaign periods, our shipments are dispatched within 3 business days at the latest. Delays may occur in Return/Exchange processes. Thank you for your understanding in advance.

Thank you for your cooperation,

moon camp family

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