Refund policy

Compliance

This policy complies with Consumer Protection (E-Commerce) Rules, 2020 and Consumer Protection Act, 2019. Moonchild's Abyss is based in Hyderabad, India. All transactions are governed by Indian law regardless of the buyer's location.

Moonchild's Abyss reserves the right to refuse fraudulent or non-compliant claims.

1. Overview

At Moonchild's Abyss, we sell pre-owned BTS and K-pop collectibles that are authentic, carefully inspected, and described as accurately as possible. Because every item is pre-owned and one of a kind, we ask you to read the product description fully before purchasing — including the condition grade and any noted flaws.

2. Disclosed Conditions

Every listing includes a condition grade (Mint, Near Mint, Excellent, Very Good, or Good) and a description of any known flaws. If a flaw is disclosed in the product listing and you purchase the item, that flaw is accepted at the time of purchase. Refunds or returns will not be accepted on the basis of a condition or flaw that was already described in the listing.

3. Talk to the Moonkeeper Before You Buy

For items with noted condition flaws — particularly plushies, items with visible wear, or anything graded Very Good or below — we offer a pre-purchase consultation before you commit. You can reach us on WhatsApp to request additional close-up photos of any flaw, a short condition video showing the item from all angles, or a live video call so you can see the item in real time before deciding.

This option is available for every item in the store. You will find a "Chat with the Moonkeeper" button directly on select product pages for items where we especially recommend a look before buying.

If you choose to purchase after a pre-purchase consultation — whether by WhatsApp, photos, or live video — the conditions discussed and shown during that conversation are considered accepted at the time of purchase and cannot be used as grounds for a return, exchange, or refund claim.

If you purchase directly without consulting us first, the product listing description and condition grade are what you have agreed to. We stand fully behind those descriptions. If something was genuinely missed in our description, Sections 5 and 6 apply.

4. Valid Reasons for Returns / Refunds

We accept requests only for the following reasons:

  • The wrong item was received (e.g., ordered photocard A, received photocard B).
  • The item arrived with a defect or damage that was not disclosed anywhere in the product listing.

Returns will not be accepted for:

  • Change of mind or personal preference.
  • Slight colour variations due to photography or screen settings.
  • Wear or aging consistent with what was described in the listing.
  • Delayed delivery due to courier or customs delays.

5. Partial Refund for Undisclosed Minor Defects

If your item arrives with a minor flaw that was genuinely not disclosed in the listing, we offer a partial refund of 10–20% of the item price instead of a return. You do not need to return the item. To claim this, follow the reporting process in Section 6.

Full refunds or exchanges are only issued for incorrect items received or significant undisclosed damage.

6. How to Report an Issue

You must report any issue within 24 hours of delivery confirmation. To be considered, your claim must include a clear, uninterrupted unboxing video starting from the sealed or closed package through to full inspection of the item. Claims without an unboxing video will not be accepted under any circumstances.

Send your video and order number to our contact email or WhatsApp within the 24-hour window.

7. Returns Process

If a return is approved (wrong item received or significant undisclosed damage), the item must be shipped back within 3 business days of approval, in the same condition as received, with all original packaging and any freebies included.

Domestic orders (India): Return shipping costs are the customer's responsibility unless the error was ours.

International orders: Due to the high cost and complexity of international return shipping, we do not accept physical returns from outside India. For international orders, eligible claims will be resolved through a partial or full refund only — no return shipment required.

8. Exchanges

Exchanges are allowed only for items of the same type and equal value. We ship the replacement after the returned item has been received and inspected. This applies to domestic (India) orders only. International customers are not eligible for exchanges — eligible claims will be resolved by refund.

9. International Orders

The following applies to all orders shipped outside India:

  • Customs and import duties: Any customs fees, import duties, or local taxes charged upon delivery are the buyer's sole responsibility. These are not included in our item prices and cannot be predicted or prepaid by us.
  • Delivery timeframes: International shipping takes longer than domestic delivery. Please allow the full estimated window before raising delivery concerns.
  • Lost in transit: If an international shipment is confirmed lost by the courier (not simply delayed), we will work with you on a case-by-case resolution.
  • Returns: Physical returns are not accepted from outside India. Eligible claims are resolved by partial or full refund only, as outlined in Sections 4 and 5.
  • Currency: All prices are listed in Indian Rupees (INR). Your bank or payment provider handles currency conversion at their applicable rate.
  • Jurisdiction: All transactions are governed by the laws of India. Any disputes are subject to the exclusive jurisdiction of the courts in Hyderabad, Telangana, India, regardless of the buyer's country of residence.