Refund and return policy

Date of entry into force: April 2025
Company name: Moonlake IT
Website: https://www.moonlakeit.at
Contact: [email protected] | +43 676 4378098

Moonlake IT strives to provide high-quality IT hardware and services to individuals and businesses in Austria and beyond. This policy describes the conditions for returning goods, canceling services, or refunding payments.

1. General Terms and Conditions

This policy applies to both B2B and B2C customers with separate rights under Austrian and EU consumer law.

The term “you” refers to any customer who purchases from Moonlake IT, either through the website or through direct contact.

All return or refund requests must be accompanied by proof of purchase (invoice or order number).

2. Return policy for physical products

2.1 Eligibility to participate

You can return a physical product if:

• It is defective, damaged or does not match the description
• You have changed your mind within the statutory 14-day cancellation period (B2C only)
• The product is unopened, unused and in the original packaging

2.2 Return period

• Consumers (B2C): 14 calendar days from delivery in accordance with the EU Consumer Rights Directive.
• Business customers (B2B): Returns are only accepted for defective or incorrect items within 7 days of receipt.

2.3 Non-returnable items

• Opened software packages or licenses
• Custom or specially ordered hardware
• Products that show signs of misuse, tampering, or physical damage not caused during transit

2.4 Return procedure

1. Contact us by email at [email protected] with your order number and the reason for the return.
2. Please wait for the return authorization and the corresponding instructions.
3. After receipt and review, we will notify you of the approval or rejection of your refund.

Note: Moonlake IT will only cover return shipping costs for defective or incorrect items. Otherwise, the customer is responsible for return shipping costs.

3. Refunds

3.1 Refund process

• If approved, the refund will be processed within 7-10 business days via the original method of payment.
• Partial refunds may be possible for used, damaged, or incomplete returns.

3.2 Refunds will not be granted if:

• The item was returned outside the return period.
• The item is not resalable (unless it is defective).
• The item was sold as "Clearance," "Remaining Stock," or "Non-Refundable."

4. Damaged or incorrect deliveries

If your order arrives damaged or incomplete:

• Notify us within 3 business days of receipt.
• Attach photos of the damage and packaging.
• We will arrange a replacement, return, or refund free of charge.

5. Warranty claims

All physical products sold by Moonlake IT come with a minimum 24-month warranty (EU consumer protection law).

For business customers, shorter warranty periods (e.g. 12 months) may apply depending on the product.

Warranty claims are processed through our support channel: [email protected]

6. Recycling and environmental responsibility

Moonlake IT setzt sich dafür ein, die Umweltbelastung zu minimieren und die verantwortungsvolle Entsorgung und Wiederverwertung elektronischer Geräte zu fördern.

6. Contact & Support

For all refund or return inquiries, please contact us:

E-mail: [email protected]
Phone: +43 676 437 8098
Business hours: Mo–Fri, 9:00–17:00 CET