At Moonhopper, customer service is everything. Naturally we want you to buy from us as a reliable supplier. Even so, things occasionally do go wrong, so if you have a problem with your order, please get in touch. Orders are dispatched once payment is received, and you will immediately be notified of your goods despatch. We aim to turn around all orders within seven days by standard UK post.
If for some reason there is a delay to your order, we will email you and give you an estimated date for delivery, or refund your money in accordance with all trading standards. You will also receive a Return Merchandise Authorisation (RMA) code – please use this in all correspondence and keep somewhere safe.
If your product is faulty, please send us the item for a replacement or refund by filling in the form below, and the reason why you are returning the item – we address all queries and concerns within 48 hours during the working week.
Your statutory rights are not affected.
All returns must be postmarked within seven days of the purchase date. All returned items must be in new and unused condition, with all original tags and labels attached.
To return an item, please email customer service at firstname.lastname@example.org to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and the email for returns printed off from us, and mail your return to the following address:
Moonhopper Games, c/o Starjammer Engineering Ltd
Unit 6 Southmoor Lane Workspace
Havant, Hampshire PO9 1JW
Return shipping charges will be paid or reimbursed by us.
After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven days from the receipt of your item to process your return or exchange. We will notify you by email when your return has been processed.
The following items cannot be returned or exchanged:
● Adhesives, sprays and modelling materials that have been used, unless proof of damage in transit can be proven.
● Digital downloads
For defective or damaged products, please contact us at the contact details below to arrange a refund or exchange.
If you have any questions concerning our return policy, please contact us at 02393 092099 or email us at email@example.com.