At Moonvine Atelier, every creation is thoughtfully assembled, selected, or handcrafted with attention to material, form, and intention.

We want you to feel confident in your purchase. Because many of our pieces are individually created or available in limited quantities, we maintain the following return and refund guidelines.
 

Return Eligibility

Returns or exchanges may be requested within seven calendar days of receiving your order.

To qualify, an item must:
 

1. Be unused, unworn, and in its original condition.

2. Include its original packaging and accompanying components, where applicable.

3. Be accompanied by proof of purchase.

4. Receive return authorization from Moonvine Atelier before being shipped back.
 

Please contact us within the seven-day period to initiate a request.

Non-Returnable Items
The following items are generally not eligible for discretionary returns or exchanges:

1. Custom-made or personalized pieces created to individual specifications.These items are generally nonrefundable once production has begun. Partial refunds may be considered for cancellations based on materials purchased, work completed, and costs already incurred, subject to the agreed order terms and applicable law.

2. Items showing signs of wear, alteration, misuse, or accidental damage after delivery.

3. Digital downloads once access or delivery has been provided, except where required by law.

4. Items specifically identified as final sale at the time of purchase, where legally permitted.
 

One-of-a-kind pieces are eligible for consideration under our standard seven-day policy unless otherwise identified.

These exclusions do not affect any rights customers may have regarding defective, damaged, or incorrectly supplied goods.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact Moonvine Atelier as soon as possible, preferably within seven calendar days of delivery.

Please include:

1. Your order number.
2. A description of the concern.

3. Clear, dated photographs of the item and any damage.

4. Photographs of the original packaging when shipping damage is involved.
 

Please retain the original packaging until the matter has been reviewed.

Once the concern has been assessed, an appropriate resolution may include repair, replacement, exchange, or refund, consistent with applicable law.

 Return Shipping
For approved discretionary returns or exchanges, customers are responsible for return shipping costs unless otherwise agreed.

Returns must be sent from the original delivery address unless an alternative arrangement has been approved.

When an item is defective, damaged in transit, or incorrectly supplied, Moonvine Atelier will arrange an appropriate return or resolution in accordance with applicable consumer protection requirements.

We recommend using a tracked shipping service for returns.
 

Refund Processing
Once an authorized return has been received and inspected, we will notify you of its approval or any concerns regarding eligibility.

Approved refunds will generally be issued to the original payment method within five to ten business days following approval.

Additional time may be required for your bank or payment provider to post the funds.

Original shipping charges are generally nonrefundable for discretionary returns, except where required by law or otherwise agreed.

Exchanges

Exchanges are subject to product availability.

Because many Moonvine Atelier creations are one-of-a-kind, an identical replacement may not be possible.

When a direct exchange is unavailable, we will discuss other available options.
 

 International Returns

International customers may request returns in accordance with this policy and any applicable consumer protection laws.

For discretionary returns, international return shipping costs and associated customs documentation are the customer's responsibility unless otherwise agreed or required by law.

Customers should contact Moonvine Atelier before returning an international order to receive appropriate instructions.

Any applicable statutory cancellation or withdrawal rights remain unaffected by this policy.

Repairs & Ongoing Care

Moonvine Atelier values the longevity of its creations.

We offer consideration for repairs within one year of purchase, with extended repair consideration of up to three years for Foundation Collection pieces.

Repair eligibility depends on the nature of the damage, material availability, and the condition of the item.

Repairs resulting from ordinary wear, accidental damage, or misuse may involve additional charges.

Please contact us with photographs and purchase details before sending any item for repair.

 Contact

To request a return, exchange, refund, or repair, please contact Moonvine Atelier through the contact information provided on our website.

Info@moonvine-atelier.com

We appreciate the opportunity to address concerns thoughtfully and help your chosen pieces remain part of your story.