Refund & Exchange policy
How can I return the device?
To return your purchased devices from SYS Moon, kindly send us an email with your name, address and the order number to firstname.lastname@example.org within 7 days upon receipt of the device. If you fail to request within the specified period, the initiation of the return is not possible. The request will be reviewed and approved by our team within two working days.
Can I exchange the device instead?
We also offers the option to exchange your received model for an alternative phone in case. If you want to exchange it for the same model or another item, send us an email to email@example.com Please note that in case of exchanges or replacements of your device, neither the return period nor the warranty period restarts.
Please note that after 30 days of your order purchase for pre-loved products we will not be able to offer any exchange or warranty service. We thank you for your understanding.
Can I sell you back a device that I purchased from Buy Now Pay Later plans?
You are not allowed to sell back devices to us when your existing plan has not been fully paid up. If you are unsatisfied with your product, we will offer you a refund, but we merchants buying back a device that has been purchased from us via BNPL payments will never be allowed. please note that such acts is considered as a serious offence and will be subjected to legal action to customers that are misusing BNPL payments for non bona fide means.
Once your request is approved, our team will send you details where and how to return the device. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, You MUST USE a shipping service with tracking number. It is also recommended to also purchase shipping insurance. Otherwise we can't guarantee that we will receive your returned item.
When will I get my refund?
The refund process will only begin after we have completed evaluating your returned product and if it is deemed to be a valid return with no obvious signs of usage. You will be notified via email once your refund is being processed. The refund processing time period depends on the mode of the payment during the purchase of the device and normally takes a couple of days.
What should I do in case of late or missing refunds?
If your refund has been issued but does not show in your bank account after the next two months' statements, please contact your issuing bank directly for support first. If you still have not received your refunds, get in touch with us via email at firstname.lastname@example.org