Refund policy

Returns & Refunds Policy

At Moonlit Customs, we take pride in the products we create and want every customer to be happy with their purchase. Because we offer both standard products and custom-built electronics, return eligibility can vary depending on the type of product purchased.

Please review the following policy before placing your order.

Standard Product Returns

Eligible non-custom products may be returned within 30 days of delivery.

To be eligible for a return, the item must:

Be unused and in its original condition.
Include all original packaging, accessories, and components.
Not show signs of use, modification, installation, or damage.
Be returned within the applicable return period.

All returns must be approved by Moonlit Customs before being sent back.

Approved returns are subject to a 15% restocking fee, which will be deducted from the refund amount.

Return Shipping

For returns that are not the result of an error, damage, or defect, the customer is responsible for return shipping costs.

Original shipping charges are also non-refundable.

We recommend using a tracked shipping service when returning an item. Moonlit Customs is not responsible for items that are lost or damaged while being returned to us.

Custom & Personalized Products

Custom and personalized products are made specifically according to the customer's selections and require additional materials, labor, and preparation.

Because of this, custom products are generally not eligible for return or refund due to a change of mind, buyer's remorse, or incorrect selections made during checkout.

This includes:

Custom Game Boy / GBA products
Custom handheld consoles
Custom GameCube consoles
Custom printed shells
Custom printed lenses
Custom artwork and designs
Personalized products
Custom PC builds
Other made-to-order products

If you are unsure about a customization, compatibility, or configuration, we encourage you to contact us before placing your order. We're happy to help.

Custom Consoles & Handheld Electronics

Custom consoles and handheld electronics are individually assembled, modified, tested, and configured according to the options selected when ordering.

These products are generally final sale and cannot be returned simply because of a change of mind or a change in preference.

If your custom console or handheld arrives with a qualifying defect or develops an issue covered by the applicable warranty, please contact us so we can help determine the appropriate solution.

Depending on the situation, we may provide troubleshooting, repair, replacement parts, or another appropriate resolution.

Custom PC Builds

Custom PCs are built specifically according to the configuration selected by the customer.

Once assembly or procurement has begun, custom PC orders generally cannot be cancelled or returned due to a change of mind or a change in configuration preference.

If your PC arrives with a qualifying hardware defect, please contact us. We may request diagnostic information or have the system returned for inspection before determining the appropriate solution.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact Moonlit Customs as soon as possible.

Please provide:

Your order number
Photos of the product
Photos of the shipping packaging
A description of the issue
Video or other information when helpful

Please keep the original packaging until the issue has been resolved, as it may be needed for a carrier claim.

Approved returns resulting from a Moonlit Customs error or qualifying damage/defect will not be subject to the standard 15% restocking fee, and Moonlit Customs will provide return instructions.

Compatibility

Customers are responsible for reviewing product descriptions, specifications, and compatibility information before purchasing.

If you're unsure whether a product will work with your existing hardware or setup, please reach out to us before ordering.

For custom products, configurations selected by the customer are considered final once production or assembly has begun. Compatibility issues resulting from a customer-selected configuration may not qualify for a return or refund.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests made before processing begins. However, cancellations cannot be guaranteed once an order has entered production, customization, parts procurement, assembly, or fulfillment.

Custom orders may become non-cancellable once work has begun.

Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method.

For eligible standard-product returns, the refund may be reduced by:

The 15% restocking fee
Original shipping charges
Any applicable deductions for missing components, damage, or reduced condition

Return shipping costs paid by the customer are not reimbursed unless the return is the result of an error by Moonlit Customs or a qualifying defective/damaged item.

Returned Items

To help ensure a smooth return process, please return items with their original accessories, packaging, and components whenever possible.

Items that have been used, modified, damaged, or returned incomplete may be subject to additional deductions or may not qualify for a refund.

Return Authorization

Please contact Moonlit Customs before sending a return.

Once your return request has been reviewed and approved, we will provide the appropriate return instructions and address.

Sending an item back without prior authorization may delay the return process.

Warranty & Repairs

Some products may include a limited warranty or warranty coverage stated on the individual product listing.

Warranty coverage applies according to the terms provided for that particular product.

Warranty coverage generally does not include damage caused by accidents, misuse, liquid damage, unauthorized modifications, improper installation, physical damage, or normal wear and tear.

Moonlit Customs may require a product to be returned for inspection before approving warranty service.