{"id":16,"date":"2025-04-14T15:40:45","date_gmt":"2025-04-14T15:40:45","guid":{"rendered":"https:\/\/moonlakeit.at\/?page_id=16"},"modified":"2025-06-03T11:35:36","modified_gmt":"2025-06-03T11:35:36","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/moonlakeit.at\/en\/refund_returns","title":{"rendered":"Refund and return policy"},"content":{"rendered":"<p>Date of entry into force: April 2025<br>Company name<strong>:<\/strong> Moonlake IT<br><strong>Website:<\/strong> <a class=\"\" href=\"https:\/\/moonlakeit.at\/en\/\">https:\/\/www.moonlakeit.at<\/a><br><strong>Contact:<\/strong> <a class=\"\">office@moonlakeit.at<\/a> | +43 676 4378098<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">1. General Terms and Conditions<\/h4>\n\n\n\n<p>This policy applies to both B2B and B2C customers with separate rights under Austrian and EU consumer law.<\/p>\n\n\n\n<p>The term \u201cyou\u201d refers to any customer who purchases from Moonlake IT, either through the website or through direct contact.<\/p>\n\n\n\n<p>All return or refund requests must be accompanied by proof of purchase (invoice or order number).<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">2.<strong> <\/strong>Return policy for physical products<\/h4>\n\n\n\n<h5 class=\"wp-block-heading\">2.1 Eligibility to participate<\/h5>\n\n\n\n<p>You can return a physical product if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It is defective, damaged or does not match the description<\/li>\n\n\n\n<li>You have changed your mind within the statutory 14-day cancellation period (B2C only)<\/li>\n\n\n\n<li>The product is unopened, unused and in the original packaging<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\">2.2 Return period<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consumers (B2C): 14 calendar days from delivery in accordance with the EU Consumer Rights Directive.<\/li>\n\n\n\n<li>Business customers (B2B): Returns are only accepted for defective or incorrect items within 7 days of receipt.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\">2.3 Non-returnable items<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Opened software packages or licenses<\/li>\n\n\n\n<li>Custom or specially ordered hardware<\/li>\n\n\n\n<li>Products that show signs of misuse, tampering, or physical damage not caused during transit<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\">2.4 Return procedure<\/h5>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Contact us by email at office@moonlakeit.at with your order number and the reason for the return.<\/li>\n\n\n\n<li>Please wait for the return authorization and the corresponding instructions.<\/li>\n\n\n\n<li>After receipt and review, we will notify you of the approval or rejection of your refund.<\/li>\n<\/ol>\n\n\n\n<p>Note: Moonlake IT will only cover return shipping costs for defective or incorrect items. Otherwise, the customer is responsible for return shipping costs.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">3.<strong> <\/strong>Refunds<\/h4>\n\n\n\n<h5 class=\"wp-block-heading\">3.1 Refund process<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If approved, the refund will be processed within 7-10 business days via the original method of payment.<\/li>\n\n\n\n<li>Partial refunds may be possible for used, damaged, or incomplete returns.<\/li>\n<\/ul>\n\n\n\n<h5 class=\"wp-block-heading\">3.2 Refunds will not be granted if:<\/h5>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The item was returned outside the return period.<\/li>\n\n\n\n<li>The item is not resalable (unless it is defective).<\/li>\n\n\n\n<li>The item was sold as \"Clearance,\" \"Remaining Stock,\" or \"Non-Refundable.\"<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">4. Damaged or incorrect deliveries<\/h4>\n\n\n\n<p>If your order arrives damaged or incomplete:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Notify us within 3 business days of receipt.<\/li>\n\n\n\n<li>Attach photos of the damage and packaging.<\/li>\n\n\n\n<li>We will arrange a replacement, return, or refund free of charge.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">5. Warranty claims<\/h4>\n\n\n\n<p>All physical products sold by Moonlake IT come with a minimum 24-month warranty (EU consumer protection law).<\/p>\n\n\n\n<p>For business customers, shorter warranty periods (e.g. 12 months) may apply depending on the product.<\/p>\n\n\n\n<p>Warranty claims are processed through our support channel: <a href=\"mailto:office@moonlakeit.at\">office@moonlakeit.at<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">6. Recycling and environmental responsibility<\/h4>\n\n\n\n<p>Moonlake IT setzt sich daf\u00fcr ein, die Umweltbelastung zu minimieren und die verantwortungsvolle Entsorgung und Wiederverwertung elektronischer Ger\u00e4te zu f\u00f6rdern.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">6.<strong> <strong>Contact &amp; Support<\/strong><\/strong><\/h4>\n\n\n\n<p>For all refund or return inquiries, please contact us:<\/p>\n\n\n\n<p><strong>E-mail:<\/strong> <a href=\"mailto:office@moonlakeit.at\">office@moonlakeit.at<\/a><br><strong>Phone:<\/strong> +43 676 437 8098<br>Business hours<strong>:<\/strong> Mo\u2013Fri, 9:00\u201317:00 CET<\/p>","protected":false},"excerpt":{"rendered":"<p>Datum des Inkrafttretens: April 2025Firmenname: Moonlake ITWebseite: https:\/\/www.moonlakeit.atKontakt: office@moonlakeit.at | +43 676 4378098 Die Moonlake IT ist bestrebt, Privatpersonen und Unternehmen in \u00d6sterreich und dar\u00fcber hinaus hochwertige IT-Hardware und -Dienstleistungen anzubieten. Diese Richtlinie beschreibt die Bedingungen f\u00fcr die R\u00fcckgabe von Waren, die Stornierung von Dienstleistungen oder die R\u00fcckerstattung von Zahlungen. 1. Allgemeine Gesch\u00e4fstbedingungen Diese Richtlinie [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-16","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/pages\/16","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/comments?post=16"}],"version-history":[{"count":0,"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/pages\/16\/revisions"}],"wp:attachment":[{"href":"https:\/\/moonlakeit.at\/en\/wp-json\/wp\/v2\/media?parent=16"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}