Returns & Refunds

We want you to feel confident shopping with Moonulu. Please read our return and refund policy carefully before making a purchase.

Your Right to Cancel

Customers in the European Union and the United Kingdom have the right to cancel and return their order within 14 days of receiving the goods, without giving any reason. Due to hygiene and health considerations, this right only applies if the product packaging is fully unopened and sealed. Once the seal has been broken or the packaging opened, we cannot accept a return unless the item is defective or we sent the wrong product.

Eligible Returns

We may accept returns in the following situations:

• Change of mind: You notify us within 14 days of delivery and return the product unused, unopened and in its original, undamaged packaging.
• Incorrect item: You received a different product than ordered.
• Damaged or defective product: Your product arrives damaged or you believe it is defective.

To be eligible for a return, you must first contact us at support@moonulu.com to receive return authorisation and instructions. Returns sent without prior authorisation may be refused.

Non‑Returnable Items

We cannot accept returns or issue refunds for:

• Products that have been opened, used or partially used (except in the case of defects or incorrect items).
• Products returned more than 14 days after delivery (for change of mind).
• Products not purchased directly from Moonulu.
• Gift cards, vouchers or promotional items.
• Products marked as “final sale” or “non‑refundable” at the time of purchase.

How to Request a Return

1. Contact us at support@moonulu.com within the applicable period.
2. Include your full name, order number, the email address used at checkout and a brief explanation of your request.
3. For damaged or defective items, attach clear photos of the product and its packaging.
4. Wait for our confirmation and return instructions before sending anything back.

Please pack the item securely in its original packaging when returning it. We recommend using a trackable shipping service and clearly marking the package as “Returned Goods” to avoid unnecessary customs charges.

Return Shipping Costs

• Change of mind / unopened products: You are responsible for the cost of return shipping. We do not refund the original shipping fee unless legally required.
• Incorrect, damaged or defective products: If we confirm that you received the wrong item or your product was damaged or defective, we will either provide a prepaid return label or reimburse reasonable return shipping costs, depending on your location and the circumstances.

We are not responsible for returned items lost or damaged during transit, so please ensure the return is securely packaged and trackable.

Refunds

Once we receive and inspect your returned product, we will notify you by email whether your refund has been approved. If approved:

• Change of mind (unopened): We refund the product price. If you are exercising your legal right of withdrawal, we will also refund the original standard shipping cost you paid (if any). Additional costs for non‑standard delivery (e.g. express shipping) are non‑refundable.
• Incorrect, damaged or defective items: We refund the product price and the original standard shipping cost, or send a replacement at no additional cost, as agreed with you.

Refunds are issued to the original payment method and may take several days to appear on your statement, depending on your payment provider. If you haven’t received your refund within a reasonable time, please check with your bank or card issuer and then contact us if needed.

Exchanges

We replace items only if they are defective or damaged upon arrival. If you need to exchange a defective item for the same product, contact us at support@moonulu.com. At this time, we do not offer exchanges for different products; please place a new order after returning the original item.

Orders Not Received

If your order appears to be significantly delayed or has not been delivered, please first check the tracking information and any delivery notices. If you still cannot locate your package, verify your shipping address and contact the courier. If the courier cannot resolve the issue, contact us at support@moonulu.com. Possible resolutions may include reshipment or refund depending on the circumstances and the outcome of our investigation with the carrier.

Consumer Rights

Nothing in this Returns & Refunds policy is intended to limit your statutory consumer rights under applicable EU or UK law. Where there is a conflict between this policy and mandatory consumer protection laws, those laws shall prevail.

We appreciate your trust in Moonulu and aim to handle all return and refund requests fairly, transparently and as quickly as possible.