Refund policy

Last updated: July 8, 2026

Thank you for shopping at Moon.

We want you to be completely satisfied with your purchase. If you are not satisfied, you may request a return or refund in accordance with the policy below.

Returns

You may request a return within 30 days of receiving your order.

To qualify for a return:

  • The item must be unused, unworn, and in its original condition.
  • The item must be returned with all original packaging, tags, and accessories.
  • Proof of purchase or your order confirmation is required.

We reserve the right to refuse returns that do not meet these conditions.

Non-Refundable Items

The following items cannot be returned or refunded:

  • Gift cards
  • Personalized or custom-made products
  • Final sale or clearance items
  • Opened hygiene or personal care products
  • Products damaged through misuse or improper care

Refund Process

Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Exchanges

We only replace items if they are defective, damaged upon arrival, or if the wrong product was sent.

If you need an exchange, please contact us before returning your item.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item and its packaging

We will review your request and provide an appropriate solution as quickly as possible.

Return Shipping

If the return is due to our error (incorrect or defective item), Moon will cover the return shipping costs.

For all other approved returns, customers are responsible for the return shipping costs unless otherwise required by applicable law.

Order Cancellations

Orders may be cancelled before they have been processed or shipped.

Once an order has been dispatched, it can no longer be cancelled and must follow the standard return procedure after delivery.

Contact Us

If you have any questions regarding this Refund Policy, please contact us:

Store Name: Moon

Business Address: Madrid, Spain

Email: supportmoon@gmail.com

Phone: +34 722 5526 72