Return & Replacement Policy

All our products go through a strict quality check before shipping to ensure customers receive a perfect item. However, in rare cases if a product arrives damaged or defective, we will replace it with a new product. If the product is out of stock, a refund will be provided.

We offer a 7-day return and replacement policy for eligible items under the following terms and conditions.

1. Product Condition

To qualify for a return:

  • The product must be unused, undamaged, and in its original packaging.

  • All labels, manuals, and accessories must be included.

  • Items such as strollers must not show signs of outdoor use or excessive handling.

2. Packaging Requirements

  • The original packaging must remain intact and undamaged.

  • Products returned without original packaging or missing accessories will not qualify for a return or refund.

3. Non-Returnable Items

The following products are not eligible for return:

  • Customized or personalized products

  • Clearance or final sale items

  • Products damaged due to improper use, handling, or assembly by the customer

  • Hygiene-sensitive products such as:

    • Feeding products

    • Baby mattresses

    • Disposable items

    • Textiles that have been opened or unsealed

Return Process

Step 1 – Contact Us

Contact us within 7 days of delivery with the following details:

  • Order number

  • Proof of purchase

  • Photos of the product

  • Reason for return

📧 Email: info@themoonbrand.com
📱 WhatsApp: +971 56 992 1030

Step 2 – Approval

Once your request is reviewed and approved, we will provide:

  • Return instructions

  • Return address

  • Required documentation

⚠️ Returns without prior approval will not be accepted.

Customers must ensure the product is securely packaged to prevent damage during return shipping.

Return Shipping Costs

UAE & Middle East

Return shipping costs will be handled on a case-by-case basis.

Outside UAE & Middle East

Customers are responsible for:

  • Return shipping charges

  • Customs duties and taxes

  • Any additional shipping fees

Unauthorized returns will be sent back to the sender at their expense.

We recommend using a trackable and insured shipping service, as The Moon Brand™ is not responsible for loss or damage during return transit.

Inspection & Processing

Once the returned item is received, it will be inspected within 5 business days.

Approved Returns

  • Refunds will be issued to the original payment method within 7–10 business days.

  • If an exchange is approved, the replacement product will be shipped after inspection.

Rejected Returns

Products that do not 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 apply for:

  • Products requiring repackaging or additional handling

  • Unauthorized returns

  • Returns submitted after the 7-day window

Damaged, Defective, or Incorrect Items

If your product arrives damaged, defective, or incorrect, please contact us within 3 days of delivery with photos and a detailed description.

Approved claims will result in:

  • Replacement product, or

  • Full refund including shipping costs.

Additional Conditions

International Orders

Customers returning items from outside the UAE or Middle East must comply with their local customs regulations. Any customs delays or rejections are the customer’s responsibility.

Repeat Returns

Customers with a history of excessive returns may be subject to additional review, and The Moon Brand™ reserves the right to refuse service.

Exclusions & Limitations

This policy does not cover:

  • Damage caused by wear and tear

  • Misuse or unauthorized modifications

  • Returns requested after the 7-day return period without valid proof of defect

Contact Us

For any questions or return requests:

📧 Email: info@themoonbrand.com
📱 WhatsApp: +971 56 992 1030