Refund policy
RETURN & REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Our 30-day return policy is in addition to any statutory consumer rights that may apply, including the 14-day right of withdrawal for consumers in the European Union.
To be eligible for a return under our voluntary 30-day return policy, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, please contact us at:
moonjewelry448@gmail.com
Returns must be sent to:
Moon Jewelry
Rotzergasse 73/22
1170 Vienna
Austria
Please contact us before sending your return so that we can provide you with return instructions. Items sent back without first contacting us may not be processed correctly.
DAMAGES AND ISSUES
Please inspect your order when you receive it. If the item is defective, damaged, or you receive the wrong item, please contact us as soon as possible at moonjewelry448@gmail.com so that we can evaluate the issue and provide an appropriate solution.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain items may be excluded from the voluntary 30-day return policy, including:
- personalized or custom-made products
- gift cards
- items that cannot be returned for health or hygiene reasons where a legally valid exception applies
These exclusions do not affect any statutory rights that cannot legally be excluded.
SALE ITEMS
Sale or discounted items remain subject to any statutory withdrawal rights available to consumers under applicable law.
Under our voluntary return policy after the statutory withdrawal period has expired, additional return conditions may apply.
EXCHANGES
If you would like a different item, please contact us. In most cases, the easiest option is to return the original item and place a new order once the return has been approved.
EUROPEAN UNION – 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer purchasing online within the European Union, you generally have the right to withdraw from the contract within 14 days without giving a reason.
The withdrawal period normally begins on the day you, or a third party designated by you other than the carrier, receive the goods.
To exercise your right of withdrawal, you must inform us of your decision within the 14-day period by contacting:
moonjewelry448@gmail.com
During the statutory withdrawal period, you may inspect the product only to the extent necessary to determine its nature, characteristics, and functioning.
You may be responsible for any reduction in value resulting from handling beyond what is necessary for this purpose.
RETURN SHIPPING COSTS
For returns made because you changed your mind, the customer is responsible for the direct return shipping costs unless we expressly agree otherwise.
If an item is defective, damaged, or incorrect, we will cover the reasonable return shipping costs where required.
REFUNDS
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be made to your original payment method.
For statutory EU withdrawals, refunds will be handled within the time limits required by applicable law.
For returns under our voluntary 30-day return policy, approved refunds are normally processed within 10 business days.
Please remember that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since we approved your voluntary return refund, please contact:
moonjewelry448@gmail.com