Refund & Return Policy

1. Return Eligibility

To be eligible for a return, your item must meet all the following conditions:

  • The return request is submitted within 30 days of receiving the order.
  • The item is undamaged.
  • The product is returned in its original packaging
  • The item shows no signs of cratches, tarnish, or deformation.

Moonoria reserves the right to refuse a return if the item does not meet these quality standards.

 

2. Non-Returnable Items

Jewelry sent as a free gift cannot be returned, exchanged, or refunded.


 

3. Return Process

To initiate a return, please follow those steps : 

 Email us at hello.moonoria@gmail.com with:

  • Your order number
  • The item(s) you wish to return

Ship the item back using a tracked shipping method.
We strongly recommend keeping your receipt and tracking number.

Moonoria is not responsible for lost, damaged, or untracked return shipments.

 

4. Return Shipping Costs

The customer is responsible for all return shipping fees.

In case of a return due to a Moonoria error (wrong item, manufacturing defect), we cover the return shipping.

 

5. Damaged, Defective, or Incorrect Items

Even if your order is prepared with care, you may receive some defective items.

If your order arrives damaged or incorrect please contact us on hello.moonoria@gmail.com and provide :

  • Your order number
  • Photos of the item and packaging

If validated, we will replace the item free of charge or issue a full refund
and cover the return shipping if required.

Damage caused by improper use, impact, or wear is not eligible for refund.

 

6. Lost Packages

If your order never arrived here is some things you can do :

  • Check the tracking link
  • Contact the carrier to open an investigation

If after that you don't have answers, contact us at hello.moonoria@gmail.com. We will help find the best solution depending on the carrier’s response.

Moonoria is not responsible of any lost packages but we will do our very best for you to get your jewerly at the end.

 

7. Refunds

If a refund is accepted, it will be processed within 3–7 business days.

Refunds are issued to the original payment method only

Please note that the time for the refund to appear on your bank account may vary depending on your bank or payment provider.

 

If you have any inquiries about our refund & exchange policy, please contact us at hello.moonoria@gmail.com.