Returns & Refunds
Returns & Refunds
At Moon Jewelry, we want you to be happy with your purchase. This policy explains how returns, cancellations, refunds, damaged products, and other order issues are handled.
14-Day Right of Withdrawal
If you are a consumer purchasing online, you generally have the right to withdraw from your purchase within 14 days after receiving your order, without giving a reason.
To exercise your right of withdrawal, you must inform Moon Jewelry clearly that you wish to withdraw from the purchase within the applicable 14-day period.
You can contact us through our Contact page.
Simply sending the product back without communicating your withdrawal may not be sufficient, so please notify us as well.
Returning Your Order
After informing us that you are withdrawing from the purchase, please return the goods without undue delay and no later than 14 days after sending your withdrawal notice.
To help us identify and process your return, please include your order number or other identifying order information with the parcel.
Please package returned items carefully to avoid damage during transportation.
Return Shipping Costs
For a normal return under the 14-day right of withdrawal, the customer is responsible for the direct cost of returning the goods where the customer was informed of this before purchase.
If Moon Jewelry agrees to cover the return shipping costs, we will tell you separately.
If an item is defective, damaged, or incorrect and the return falls under your statutory consumer rights, applicable return costs are handled in accordance with consumer law.
Condition of Returned Products
You may inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics, and functioning, similar to what would normally be possible in a physical shop.
You may be responsible for any reduction in value caused by handling the product beyond what is reasonably necessary for such an inspection, where permitted by law.
Please return products with their accessories and packaging where reasonably possible. The absence of original packaging by itself does not automatically remove a statutory withdrawal right.
Refunds
When a valid withdrawal is exercised, we will reimburse the payments we are legally required to refund within 14 days after being informed of the withdrawal.
We may withhold the refund until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed where permitted.
Original Shipping Costs
For a valid statutory withdrawal, the cost of the least expensive standard delivery option offered for the original order is generally reimbursed.
If you selected a more expensive shipping method, such as express delivery, the additional cost above the standard shipping option does not have to be refunded.
Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply in certain circumstances provided by law.
This can include, for example, goods that are:
- made to the customer's specifications, or
- clearly personalised.
Other statutory exceptions may also apply depending on the nature of the product.
We will not apply an exception where the law does not permit us to do so.
Damaged or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is damaged, defective, or different from what you ordered, contact us as soon as possible and provide:
- your order number,
- a description of the issue,
- clear photographs of the item, and
- photographs of the packaging where relevant.
We will review the issue and advise you about the appropriate next steps.
Your statutory rights regarding defective or non-conforming goods are separate from the 14-day withdrawal right and remain unaffected. EU consumer rules provide remedies where goods are faulty or do not match what was ordered.
Exchanges
If you would like another color, size, or product, please contact us.
Where appropriate, the simplest process may be to return the original item and place a new order for your preferred product.
This does not limit any statutory rights you may have.
Sale Items
Purchasing an item at a discounted or promotional price does not by itself remove applicable statutory consumer rights.
Any return or refund will be handled according to this policy and applicable law.
Order Cancellations
If you would like to cancel an order before it has been shipped, contact us as soon as possible.
We will try to assist you, but we cannot guarantee that an order can be stopped once processing or shipment has begun.
Your statutory withdrawal rights remain unaffected.
Refund Processing
After we issue a refund, your bank, card provider, or payment service may require additional processing time before the amount appears in your account.
This processing time is controlled by the relevant payment provider.
Need Help With a Return?
If you have questions regarding a return, refund, damaged product, or cancellation, please contact the Moon Jewelry support team through our Contact page.
Please include your order number so we can assist you more quickly.