Quick Summary
Item Type | Return Window | Condition |
In-stock items | 30 days from delivery | Unused, original packaging |
Memorial urns | 30 days from delivery | Unused, cremains not transferred |
Custom orders | Not returnable (except defects) | — |
Sale/clearance items | 14 days from delivery | Unused, original packaging |
The return process — step by step
Request a Return
Email returns@5moonsun5.com within 30 days of delivery with:
– Your order number
– Reason for return
– Photos (if item is damaged)
Step 2: We Confirm
Within 24 hours, we’ll confirm your return and send:
– Return authorization (RMA number)
– Return shipping address (US-based for US orders)
– Packing instructions
Step 3: Ship It Back
Pack the item in original packaging if possible. Ship with tracking (we recommend insuring the package
for its value). Buyer is responsible for return shipping costs unless the item was defective or incorrect.
Step 4: We Refund
Once we receive and inspect the returned item (usually 2–3 business days), we process your refund to
the original payment method. Refunds typically appear within 5–10 business days.
What's covered
Full refund:
– Item price
– Original shipping (if the return is our mistake — wrong item, defect)
Not refunded:
– Original shipping (if the return is a change of mind)
– Return shipping (buyer’s responsibility unless defect)
– Custom order payments (unless defect)
Want a different size or finish?
We’re happy to exchange items within the 30-day window. Follow the same return process, but note
“Exchange” in your email and specify what you’d like instead. We’ll:
1. Process your return
2. Credit the item cost
3. Charge for the new item (or refund the difference)
4. Ship the new item
Exchange shipping is at buyer’s cost unless the exchange is due to our error
If your item arrived damaged
This is rare, but when it happens:
1. Photograph the damage within 48 hours of delivery (include packaging if damaged in transit)
2. Email support@5moonsun5.com with photos and order number
3. We respond within 24 hours with next steps
4. We cover everything — replacement, return shipping, full refund — whichever you prefer
Custom orders — special terms
Custom orders are made specifically for you, which means:
– Non-returnable unless defective or significantly different from approved design
– No refunds on deposits once production begins
– Progress photos sent during production for your approval
– Changes allowed before production starts; limited changes mid-production
If you receive a custom piece that doesn’t match your approved design, we’ll remake it or refund in full.
Return eligibility
To be eligible for return, items must be:
– Returned within 30 days of delivery
– Unused and in original condition
– In original packaging where possible
– Accompanied by order number and RMA
Items not eligible:
– Custom or personalized pieces (unless defective)
– Items damaged by use (not shipping)
– Items missing original hardware or packaging
– Sale items marked “Final Sale”
– Memorial urns that have been used (cremains transferred)
Returning from outside the USA
International returns are accepted but note:
– Buyer pays return shipping (international rates apply)
– Customs duties on return shipping are buyer’s responsibility
– Refunds processed in original currency
– Typically takes 10–20 business days to process international returns
QUESTIONS?
Email returns@5moonsun5.com or use our contact form.
We respond within 24 hours