Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orders@moonandco.co.uk. Please note that returns will need to be sent to the following address: 6 Drumilly Road, Belleeks, Newry BT35 7QF 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at orders@moonandco.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items That Cannot Be Returned

The following items are excluded from the 14-day cancellation right. This exclusion does not affect your rights in respect of faulty, damaged, or misdescribed goods.

 

Exclusion	Reason
Bespoke or made-to-order items	Customised to your specific requirements
Items that have been assembled or installed	No longer in original condition
Items not in their original packaging	Cannot be resold
Items showing signs of use beyond reasonable inspection	Beyond statutory inspection rights
Clearance or sale items marked as non-returnable at purchase	Indicated clearly at point of sale

 

Large furniture items may have specific cancellation windows communicated at the time of ordering, due to supplier lead times.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

We do not currently offer direct exchanges. To exchange an item, please return the original item for a refund and place a new order for the replacement.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return Shipping

–    Change of mind returns: You are responsible for the cost of return shipping. We recommend using a tracked and insured service, as items remain your responsibility until they are received by us.

–    Faulty or incorrect items: We will arrange collection or provide a prepaid returns label at no cost to you.

Please do not return items without contacting us first. Unannounced returns may delay processing and could affect your refund.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at orders@moonand.co.co.uk