Return & Refund Policy

14-Day Return Policy

You have 14 days after receiving your item to request a return.

To start a return, please contact us at hello@moonhaven.eu.

Returns should be sent to:

Please send us an email to hello@moonhaven.eu for our return address.

If your return request is accepted, we will provide instructions on how and where to send your package. Items returned without first requesting a return may not be accepted.

If you have any questions regarding a return, please contact us at hello@moonhaven.eu.

Return Shipping Costs

Unless the item is faulty, defective, damaged, or incorrectly supplied, customers are responsible for the cost of returning items.

If an item arrives damaged, defective, or incorrect, we will provide an appropriate remedy in accordance with applicable consumer protection laws.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt and contact us as soon as possible if:

• the item is defective;

• the item is damaged; or

• you received the wrong item.

We will assess the issue and work with you to provide an appropriate solution, which may include a replacement, repair, refund, or other remedy available under applicable law.

Exchanges

The fastest way to exchange an item is to return the original item and place a new order once your return has been approved.

Items That Cannot Be Returned

The following items may not be eligible for return where permitted by law:

• Personalized or custom-made products.

• Perishable goods such as food, flowers, or plants.

• Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed after delivery.

• Hazardous materials, flammable liquids, or gases.

• Gift cards.

If you are unsure whether your item is eligible for return, please contact us before initiating a return.

European Union Right of Withdrawal

If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after you, or a third party designated by you (other than the carrier), acquire physical possession of the goods.

To exercise your right of withdrawal, please notify us by email at hello@moonhaven.eu before the withdrawal period expires.

You may inspect and handle the goods as you would in a physical store to determine their nature, characteristics, and functioning. However, you are responsible for any diminished value resulting from handling beyond what is necessary for that purpose.

You must send the goods back without undue delay and no later than 14 days after informing us of your decision to withdraw from the contract.

Unless otherwise agreed or required by law, you are responsible for the direct cost of returning the goods when exercising your right of withdrawal.

Exceptions to the EU Right of Withdrawal

The statutory right of withdrawal does not apply to certain categories of goods, including:

• Goods made to the consumer's specifications or clearly personalized.

• Perishable goods.

• Sealed goods not suitable for return for health protection or hygiene reasons once unsealed.

• Other products exempt under applicable consumer protection legislation.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that the goods have been returned, whichever occurs first.

Please note that it may take additional time for your bank, card issuer, or payment provider to process and post the refund.

If you have not received your refund within a reasonable period after approval, please contact us at hello@moonhaven.eu.