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Returns Policy

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) state that you have fourteen (14) calendar days to cancel the Contract for your Order with us, and we will issue you a full refund. With Moonhare Designs, you have 28 calendar days ONLY to return the goods from when you RECEIVE your order. PLEASE ENSURE TRACKING IS USED ON ALL RETURNS!

 

Item(s) returned after this time scale will not be eligible for a refund.

For questions regarding returns, please get in touch with us at returns@moonharedesigns.co.uk

Returns address

Moonhare Designs

233 Faversham Road

Ashford

Kent

TN24 9AJ

  1. You MUST include the invoice and a completed Returns form. A Returns form would have been included in your parcel. If you have misplaced your form, please contact us, and we’ll be happy to send a replacement.

  2. All items returned must be in a re-sellable condition. This means returned items must be unworn, free from stains, odours, animal hair and creasing. Items must not be damaged and must be returned with the original labels still attached. If any item is received in an unsellable condition, it will be posted back to you.

  3. We recommend you send the return with a Signed For Service and retain your receipt as proof. This can be via your national postal service or a courier service. Should any returned parcel be lost, this can be used to lodge your claim with your postal provider. Please be reminded that for a lost parcel, you need to lodge your claim with your nominated postal service, we will not be obligated to deal with this.

  4. You are responsible for the cost of the return postage, which is non-refundable unless the item sent is incorrect or faulty. Any return postage cost refunded by us will be based on the economy Post Office cost (2nd class Signed For or economical equivalent) for the weight of any incorrect or faulty item you return. If you choose to send any non-faulty item(s) as well, the return postage cost for these item(s) is non-refundable.

  5. If you are making an international return, please make sure this is marked as “Returned Goods”, as we will not be liable for any customs or duties.

  6. If you are returning product(s) paid for on your credit/debit card or with Paypal, we will send the refund through the same method. Please kindly note that it can take up to 14 working days for a return to be processed once we have received your parcel. If you have not received your refund, please contact us with your return tracking number, and our team will look into this for you.

  7. We do not offer online exchanges. We would advise you to return the unwanted items and place a new order.

  8. To protect our small independent business from misuse of the Returns policy, if we detect an unusually high volume of returns made by a customer, we may, at our discretion, deactivate their account and restrict future purchases.

What to Include in the Refund Policy

  1. We do our very best to ensure that every item we dispatch is correct and of the highest quality. However, mistakes unfortunately do happen. Should you receive an incorrect or faulty item, please contact us at orders@moonharedesigns.co.uk as soon as possible so we can authorise your return.

  2. Before posting a faulty/incorrect item back to us, please email us with images and details for prior authorisation on our contact us at orders@moonharedesigns.co.uk mentioning your order number as reference.

  3. Please send your item(s) using a 2nd Class Signed For service or equivalent economy service for international returns, as we can only refund up to this amount.

Please note that your receipt is your proof of postage so keep it safe, so you can claim with your postal provider should anything happen to the parcel on its way to us. We do n ot recommend putting the receipt inside the parcel.

 

We will only pay return postage for the weight of the incorrect or faulty item(s) that you are sending back. If you choose to include any additional non-faulty item(s) in your return, postage for these items will not be refunded.

International Delivery

Please note: If the recipient rejects the delivery then they will be subject to pay the return shipping costs back to us and their refund will be minus the original postage paid.

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