Refund policy

1. Overview
We want you to love your jewelry. If for any reason you are not fully satisfied with your purchase, you may request a return or exchange within 7 days from the date of delivery. If 7 days have passed since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Conditions for Return & Exchange
To be eligible for a return or exchange, please ensure that the following conditions are met:
Items must be unused, unworn, and in the exact same condition that you received them.
Items must be returned in their original packaging.
Customized or personalized items are strictly non-returnable and non-refundable.

3. How to Initiate a Return
If you wish to initiate a return or exchange, please do not send the items back immediately. First, contact our customer support team at info@moonstore.ae with your order details and the reason for the return. We will guide you through the next steps.

4. Refunds Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed within 5–7 business days, and a credit will automatically be applied to your credit card or original method of payment.

5. Late or Missing Refunds
If you haven't received a refund yet, please follow these steps:
Check your bank account again.
Contact your credit card company, as it may take some time before your refund is officially posted.
Contact your bank. There is often some processing time before a refund is posted.
If you've done all of this and you still have not received your refund, please contact us at info@moonstore.ae.

6. Sale Items
Only regular-priced items may be refunded. Unfortunately, sale and promotional items cannot be refunded.

7. Exchanges
We only replace items if they are defective or damaged upon arrival. If you need to exchange a damaged item for the exact same product, please send us an email at info@moonstore.ae for approval, and send us an email at info@moonstore.ae for approval, and we will arrange a courier pickup for the damaged item

8. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund directly to the gift giver, and they will be notified of your return.

9. Shipping Your Return

Once your return request is approved, we will arrange a courier pickup at no cost to you. Our team will contact you to confirm a convenient date and address.

Please have the item ready in its original packaging at the time of pickup. You do not need to arrange or pay for shipping yourself.

10. Need Help?
Contact us at info@moonstore.ae for any questions related to refunds and returns. We are always happy to assist you!