سياسة الاسترداد
We offer a 14-day return policy for eligible items under the following terms and conditions:
1. Condition of the Product
To qualify for a return:
The product must be unused, undamaged, and in its original packaging, with all labels, manuals, and accessories included.
Items such as strollers must not show signs of outdoor use or excessive handling.
2. Packaging Requirements
Original packaging must be intact and not damaged. Products missing their original packaging or accessories will not qualify for a return or refund.
3. Non-Returnable Items
The following products are not eligible for return:
Customized, personalized, or special-order items.
Products purchased on clearance or marked as "final sale."
Items that are damaged due to improper use, handling, or assembly by the customer.
Hygiene-sensitive items such as feeding products, baby mattresses, disposable items, or textiles that have been unsealed.
Return Process
To initiate a return:
Contact Us: Email info@themoonbrand.com with your order number, proof of purchase, photos of the product, and the reason for return.
Approval Required: Once your return request is reviewed and approved, we will provide return instructions, including the return address and required documentation.
Important Notes:
Returns without prior approval will not be accepted.
The customer is responsible for ensuring the product is securely packaged to prevent damage during return shipping.
Return Shipping Costs
For customers in the UAE and Belgium, return shipping costs will be handled on a case-by-case basis.
For customers outside the UAE and Belgium, all return shipping costs, including customs duties, taxes, and additional fees, are the responsibility of the customer
Ineligible returns or returns sent without approval will be returned to the sender at their expense.
We recommend using a trackable and insured shipping service for returns. The Moon Brand™ is not responsible for loss or damage during return transit.
Inspection and Processing of Returns
Upon receipt of the returned item, we will inspect the product to ensure it meets the return eligibility criteria.
Inspections may take up to 5 business days from the date of receipt.
Approved Returns:
Refunds will be issued to the original payment method within 7-10 business days after inspection.
For exchanges, replacement products will be shipped after the return is approved.
Rejected Returns:
Products that fail to meet our return criteria will be returned to the sender, or disposal fees may apply if the customer declines the return shipment.
Restocking Fees
A restocking fee of up to 20 AED / 5 EUR per order may be applied in the following cases:
Returns of items that require repackaging or additional handling.
Unauthorized returns or items returned outside the 30-day window.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect:
Contact us within 3 days of delivery with photos and a detailed description of the issue.
Approved claims will result in a replacement product or refund, including shipping costs.
Additional Conditions
International Orders: Customers returning items from outside the UAE or Belgium are responsible for ensuring compliance with their local customs and shipping regulations. Any delays or rejections by customs are the responsibility of the customer.
Repeat Returns: Customers with a history of frequent returns may be subject to additional review, and we reserve the right to refuse service.
Exclusions and Limitations
This policy does not cover:
Products damaged due to wear and tear, misuse, or unauthorized modifications.
Returns requested after the 30-day window without a valid reason or proof of defect.
For further inquiries, please contact us:
Email : info@themoonbrand.com