Refund policy
RETURN, REFUND & CANCELLATION POLICY
Because Trinity Moon oils, rollerballs, and ritual products are handcrafted personal-use items, we cannot accept returns or exchanges after delivery for health, hygiene, and product-integrity reasons.
DAMAGED, LEAKING, OR INCORRECT ORDERS
Please contact us within 48 hours of delivery if your order arrives damaged, leaking, defective, incomplete, or incorrect.
Include:
• Your name and order number
• A description of the problem
• Clear photographs of the item, packaging, and shipping label
Please retain the product and all original packaging until your claim has been reviewed. Eligible claims will be resolved with a replacement, store credit, or refund at Trinity Moon’s discretion.
CANCELLATIONS AND ORDER CHANGES
Cancellation and order-change requests must be submitted within 2 hours of purchase. After this period, preparation may have begun and the order may no longer be changed or cancelled.
Made-to-order, customized, personalized, and special-request products cannot be cancelled once preparation has started.
Requests to change a scent, size, variation, quantity, or shipping address are not confirmed until Trinity Moon approves the request in writing.
HANDCRAFTED VARIATIONS
Our products are handcrafted in small batches and may contain natural herbs, flowers, roots, resins, mica, or other decorative ingredients. Differences in color, botanical placement, scent perception, and appearance are natural and do not make an item defective.
NONRETURNABLE ITEMS
The following items are final sale:
• Oils and rollerballs
• Opened or used products
• Custom and made-to-order products
• Personalized items
• Gift cards
• Sale, clearance, and limited-edition products
• Complimentary gifts
SHIPPING CHARGES
Original shipping charges are nonrefundable unless the order was incorrect or arrived damaged because of an error by Trinity Moon.
Customers are responsible for providing a complete and accurate shipping address. Additional shipping charges may apply if an order must be resent because the address provided was incorrect or incomplete.
DELIVERY PROBLEMS
If tracking shows that an order was delivered but you cannot locate it, please check with household members, neighbors, the carrier, and your local delivery office.
Trinity Moon is not responsible for packages that are lost or stolen after the carrier marks them as delivered. We will assist with available carrier information, but refunds or replacements are not guaranteed.
REFUNDS
When a refund is approved, it will be issued to the original payment method. Your bank or card provider may require additional time to process and post the refund.
CONTACT US
To report an order problem or request a cancellation or change, contact Trinity Moon through the contact form at:
https://trinitymoonco.com/pages/contact
Please include your order number with your message.
We have a 30-day return policy, which means 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 amyhayesordine@icloud.com. Please note that returns will need to be sent to the following address: 1436 US Hwy 19 ,Holiday, Fl 34691
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 amyhayesordine@icloud.com.
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.
We have a 30-day return policy, which means 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 unopened, with bubble wrap, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at amyhayesordine@icloud.com. Please note that returns will need to be sent to the following address: 1436 US HWY 19, Holiday, Fl 34691
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 amyhayesordine@icloud.com.
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.
European Union 14 day cooling off period
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at amyhayesordine@icloud.com.
European Union 14 day cooling off period
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at amyhayesordine@icloud.com.