Moonra Refund & Returns Policy
We want you to buy from Moonra with confidence. If something isn't right for you, eligible items can be returned under the terms set out below. This policy covers how long you have to return, the condition items need to be in, who pays for return shipping, how exchanges work, what happens with damaged orders, and how refunds are handled.
1. You Have 30 Days
Eligible Moonra purchases can be returned within 30 days of the date your package is recorded as delivered. Your return request needs to reach us inside that 30-day window. Requests that come in after it has closed may be turned down, unless the law where you are says otherwise.
2. What Condition Items Need to Be In
For us to accept a return, the item has to come back in a state we can take back. Unless you're returning something because of a confirmed defect or a mistake on our end, it should be unworn, unused, free of any marks, scents, or other signs of wear, with any original tags still attached, and — where it reasonably applies — back in its original packaging. We may also ask for your order number, confirmation email, or another way to verify the purchase.
Because our bracelets are worn directly against the skin, a piece that has already been worn may not qualify for a standard change-of-mind return, for hygiene reasons.
3. Get in Touch Before You Send Anything
Every return has to be approved by Moonra before you ship it back. To get started, email support@mymoonra.com with your order number and a quick note on which item or items you'd like to return.
We'll review the request and, if it's eligible, send you what you need to go ahead — the approved return address, how to pack it, anything that should be included with the parcel, and any extra steps that apply to your case.
Please don't send items to an address printed on a package, an invoice, our website footer, or anywhere else unless our team has specifically confirmed it as your return address. A parcel sent without approval, to the wrong place, or before you've received our instructions may not be identifiable or processable, which can make it ineligible for a refund.
4. Who Pays for Return Shipping
Unless the return is down to a mistake on Moonra's side, or the law requires otherwise, the cost of shipping an item back to us is yours to cover. We don't normally hand out free prepaid return labels for standard returns.
We'd strongly suggest using a shipping method that gives you a tracking number and proof the carrier accepted the parcel. Until an approved return actually arrives at the designated location, it stays your responsibility — and we can't guarantee a refund for a return parcel that's lost, misdirected, or damaged on its way back to us.
5. Damaged, Faulty, or Wrong Items
Please look over your order soon after it arrives. Get in touch at support@mymoonra.com promptly if something turned up damaged, looks like it has a manufacturing defect, isn't what you ordered, or if part of your order is missing.
When you write in, include your order number and a clear description of what's wrong. We may ask for photos or other details that reasonably help us confirm what happened. Once we've looked into it, we'll sort out the right outcome for the situation — that could be a replacement, a refund, or another suitable resolution.
6. Things We Can't Take Back
Some items don't qualify for a standard return, including bracelets or jewelry that have been worn, pieces showing signs of use, items damaged after delivery through misuse or poor care, customized or personalized products, anything marked as final sale where the law allows, and gift cards.
An item that comes back in a materially different condition from how it was received may be refused. If you're not sure whether yours is eligible, just ask us before sending it.
7. Sale and Promotional Purchases
Items bought with a discount code, a bundle, a multi-buy offer, or other promotional pricing stay subject to the terms of that particular offer. If you return part of a promotional bundle, we may recalculate the refund based on the value of what you keep and the conditions of the original deal — so, for example, sending back one piece of a multi-item promo order can affect the discount that was originally applied. Where that happens, we'll explain the adjustment when we review your return. Items clearly marked Final Sale may not be returnable except where the law requires it.
8. Exchanges
We don't hold replacement stock aside while a return travels back and gets reviewed, so if you'd like a different size, quantity, or product, the quickest route is usually to request a return for the eligible original item, follow the return instructions we give you, and place a fresh order for the piece you'd prefer. The original order and the new one are treated as separate purchases, and any approved refund on the original goes back to the payment method you used.
9. European Union — 14-Day Right of Withdrawal
If you're in the European Union, you may have a statutory right to withdraw from an online purchase within 14 days, without needing to give a reason. This statutory window is separate from Moonra's 30-day return policy and doesn't limit any rights EU consumers have under the law.
To use it, contact support@mymoonra.com within the applicable period and tell us clearly that you want to cancel or return the purchase. Unless an exception in the law applies, returned items should stay unused and in substantially the condition you received them in, and — where permitted — you're responsible for the direct cost of sending the goods back. Our team will give you the return address and procedure. Nothing here is meant to cut into the mandatory consumer rights EU law gives you.
10. We Inspect Returns
Receiving your returned parcel doesn't automatically mean the return is approved. Once it reaches the designated location, we may check that the right product came back, that the return was authorized, that the item meets the condition requirements, and that it falls within the eligibility period. After that review, we'll let you know whether the refund is accepted — and if we can't approve it, we'll generally explain why and what options you have.
11. How and When Refunds Are Paid
Approved refunds go back to the original payment method. Once we've approved yours, we usually submit it for processing within 10 business days. How long it then takes to show up in your account depends on your bank, card issuer, or payment provider, and financial institutions may need extra time that's outside our control.
Original shipping charges and return shipping costs aren't refundable unless we expressly agree otherwise, the refund is tied to a mistake on Moonra's side, or the law requires it.
12. If Your Refund Hasn't Arrived
If more than 15 business days have passed since we told you your refund was approved and it still hasn't landed, start by checking with your bank, card issuer, or payment provider. If you still can't find it, email support@mymoonra.com with your order number so we can look into the transaction.
13. Returns Sent Without Approval
Our return locations and procedures can differ depending on the order, the destination, or the fulfilment setup, which is exactly why you need return instructions before mailing anything back. Sending an item to an address without prior approval isn't a valid return request, and we can't guarantee we'll receive, identify, store, return-to-sender, or reimburse merchandise sent outside the authorized process.
14. Misuse of Returns
Where the law allows, we reserve the right to decline returns or take reasonable steps when we spot suspected abuse of our return program — for instance returning an item different from what was bought, submitting falsified shipping documents, repeatedly returning goods after significant use, deliberately damaging an item, manipulating tracking, or trying to claim multiple refunds on the same order. None of this affects legitimate consumer claims or rights that can't lawfully be limited.
15. Updates to This Policy
Moonra may update this Refund & Returns Policy as our products, fulfilment arrangements, return procedures, or legal obligations change. The current version always lives on this page. Unless the law requires otherwise, an order generally stays subject to the return terms that were in place when it was bought.
16. Return Support
For return requests, damaged items, refund questions, or anything about eligibility, reach us at:
Moonra Support support@mymoonra.com
To speed things up, include your order number and the email address you used at checkout.