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At MOONESSA, we strive to provide a hassle-free shopping experience for our valued customers. We understand that sometimes items may not meet your expectations, and we want to ensure your satisfaction. Our Hassle-Free Return Policy allows you to return eligible items without deadlines or complications. 

Please read the following guidelines to understand our return process:

Eligibility for Returns:

  • To be eligible for a return, the item must be unused and in resalable condition.
  • Please note that while returning the item in its original packaging is encouraged, it is not mandatory.
  • Certain items, such as perishable goods, personalized or custom-made products, and items marked as non-returnable, are not eligible for return. Please check the product description or contact our customer support for further information.

Initiating a Return:

  • To initiate a return, please visit our dedicated return page at “Initiate Return”. On this page, you will find an online form to fill out.
  • Please provide accurate details in the return request form, including the order number, product details, and reason for the return.
  • Upon submission of the return request, our team will review the information provided and confirm your eligibility for a return.

Return Shipping:

  • We believe in providing a worry-free return experience for our customers. Therefore, we offer free return shipping on all eligible return requests within Australia.
  • Once your return request is approved, we will provide you with a pre-paid return shipping label. Please print the label and affix it to the package.
  • You will be responsible for dropping off the package at any Australia Post office or any other designated courier's collection point. Please refer to the instructions provided on the return shipping label for further details.

Refund Process:

  • Upon receiving the returned item and verifying its eligibility, we will initiate the refund process.
  • The refund will be issued to the original payment source used during the purchase. Please note that it may take 4-5 business days for the refund to reflect in your account, depending on your financial institution's processing time.
  • If the original payment method is no longer available or if you used multiple payment methods, we will work with you to process the refund through an alternative method.

Exchanges, Store Credit, and Damaged/Wrong Products:

  • If you wish to exchange an item, please follow the above return process and place a new order for the desired item. Alternatively, we can issue store credit for the returned item, which you can use for future purchases on our website.
  • In the case of damaged products or wrong items received, please utilize the return request form on our dedicated return page. Our customer support team will guide you through the process and provide further instructions.

Further Assistance:

  • If you have any questions or require further assistance regarding our return policy, please reach out to our customer support team via email at hello@moonessa.com. We are here to help and ensure your satisfaction.

Please note that this return policy is subject to change without prior notice. Any updates or modifications will be communicated on our website or through direct customer notifications.

We appreciate your trust in MOONESSA. Thank you for choosing us as your preferred shopping destination.

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