Refund policy

Refund & Return Policy

Last updated: [09/06/2026]

At White Moth, customer satisfaction is important to us. Please read our return and refund policy carefully before making a purchase.

Returns

Customers may request a return within 14 days of receiving their order.

To be eligible for a return, the item must:

Be unused and in its original condition;
Be returned in its original packaging;
Include all accessories, tags, and documentation, if applicable.

Items returned without prior authorization may not be accepted.

Non-Returnable Items

The following items cannot be returned:

Personalized or custom-made products;
Gift cards;
Digital products;
Items marked as final sale;
Products that have been used, damaged by the customer, or altered after delivery.

Return Process

To request a return, please contact us at:

Email: whitemoth.support@gmail.com

Please include:

Your order number;
A description of the issue;
Photographs of the product if applicable.

If your return is approved, we will provide further instructions regarding the return process.

Return Shipping Costs

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.

Original shipping fees are non-refundable.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

We may request photos or other evidence to verify the issue.

Upon approval, we may offer:

A replacement item;
A partial refund;
A full refund.

The appropriate resolution will be determined based on the circumstances of the claim.

Refunds

Once your return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be processed to the original payment method used for the purchase.

Please allow 5–10 business days for your bank or payment provider to complete the refund process.

Order Cancellations

Orders may be cancelled before processing begins.

Once an order has entered processing or shipment, cancellation may no longer be possible.

Lost Packages

If a package is confirmed lost in transit, we will work with the shipping provider to determine an appropriate resolution, which may include a replacement or refund.