Refund policy

Return & Refund Policy

Last updated: 30/6/2026

At Moonelli, we want you to love your purchase. If for any reason you’re not completely satisfied, we’re here to help. Please read our return policy below before requesting a return.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a refund, returned items must meet the conditions outlined below.

2. Return Eligibility

To qualify for a return, your item must:

Be returned within 30 days of delivery.
Be in its original packaging.
Include all original tags and protective materials.
Be in the same condition as when it was received.

Items that do not meet these requirements may not be eligible for a refund.

3. Hygiene Policy

For hygiene and quality assurance reasons, certain products cannot be returned once they have been used.

You are welcome to carefully open your order and inspect the product, just as you would in a physical store. However, products that have been slept on, worn, washed, or otherwise show signs of use cannot be returned.

This applies to all personal-use silk products, including:

Silk pillowcases
Silk sleep masks
Silk scrunchies
Silk sleepwear
Other silk products intended for direct contact with the skin or hair

Only products returned in their original, unused condition are eligible for a refund.

4. How to Start a Return

To request a return, please email support@moonelli.com with:

Your order number
The reason for your return

Once your request has been reviewed, we’ll provide you with return instructions. Please do not send any items back without prior approval, as unauthorized returns cannot be accepted.

5. Return Shipping

Unless your item is damaged, defective, or we made an error with your order:

Return shipping costs are the responsibility of the customer.
Original shipping charges are non-refundable.
We recommend using a tracked shipping service, as Moonelli cannot be responsible for returns lost or damaged during transit.

6. Refunds

Once your return has been received and inspected, we’ll notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

Your order number
A description of the issue
Clear photos of the product and packaging

After reviewing your claim, we’ll provide a replacement, refund, or another appropriate solution.

8. Order Cancellations

Orders may only be cancelled before they have been processed or shipped. Once an order has been fulfilled or dispatched, it can no longer be cancelled.

9. European Union Right of Withdrawal

If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 daysof receiving your order, in accordance with applicable consumer protection laws.

You may carefully inspect the product to determine its nature, characteristics, and quality, just as you would in a physical store. However, if the product has been used beyond what is necessary for inspection—including being slept on, worn, washed, or otherwise showing signs of use—we may reduce your refund or decline the return where permitted by applicable law.

This statutory right does not affect your rights in relation to faulty or incorrectly supplied products.