Refund policy

Return & Refund Policy

Last updated: 28/4/2026

At Moonelli, we want you to be happy with your purchase. If you are not satisfied, you may request a return or refund under the terms below. This policy applies to all customers worldwide, including the United States and the European Union.

1. Return Window

We offer a 30-day return window starting from the date you receive your order.

To be eligible for a return request, your item must be submitted within this period.

2. Return Eligibility

To qualify for a return, items must be:

Unused, unworn, and unwashed
In original packaging
With all tags and protective materials attached
In resalable condition

We reserve the right to refuse returns that do not meet these conditions.

3. Hygiene & Personal Use Products

Due to hygiene reasons, we cannot accept returns of items that have been:

Used, worn, or washed
Opened in a way that affects hygiene or resale condition
Altered or damaged after delivery

This applies to all skin-contact and hair-contact items, including:

Silk pillowcases
Sleep masks
Nightwear / sleepwear
Other personal textile items intended for direct use

Only unused and unopened items in original condition are eligible for return.

4. Return Process

To initiate a return:

Contact us at support@moonelli.com
Include your order number and reason for return
Wait for approval and return instructions

Important: Returns must be approved before sending any items back. Items returned without approval will not be accepted.

Once approved, we will provide return instructions and, where applicable, the return shipping address or processing location.

5. Return Shipping

Customers are responsible for return shipping costs
Shipping costs are non-refundable
We recommend using a trackable shipping method
In some cases, return costs may be deducted from your refund

6. Refunds

Once your return is received and inspected:

We will notify you of approval or rejection
Approved refunds will be issued to your original payment method
Refund processing time: up to 10 business days after approval

Please note that banks or payment providers may take additional time to process the refund.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

Contact us within 48 hours of delivery
Include photos of the issue

We will offer a replacement, refund, or store credit where appropriate.

8. Order Cancellations

Orders can only be cancelled before they are processed or shipped. Once an order has been fulfilled, it cannot be cancelled.

9. EU Right of Withdrawal

If your order is shipped to the European Union, you have the right to cancel your purchase within 14 days of receiving your order, for any reason.

To qualify for a refund, items must be unused, unworn, and in original packaging.

We may reduce your refund if the item shows signs of use beyond what is necessary to inspect the product.