Refund policy
Last updated: July 5, 2026
EASY, FREE RETURNS & EXCHANGES
At MOONESSA, we want you to shop with complete confidence. If an item isn't right for you, we offer a generous 45-day return and exchange window on eligible items. For full details, visit our Returns & Exchanges page.
Eligibility for Returns
To be eligible for a return or exchange, the item must be unused, unworn, unwashed and in resalable condition. Returning it in its original packaging is encouraged but not mandatory. Perishable goods, personalised or custom-made products, and items marked as non-returnable on the product page are not eligible for return — contact our customer support team if you're unsure.
Return & Exchange Window
You have 45 days from the date of delivery to request a return or exchange. One free return or exchange is provided per order within this 45-day window. If you request a further return or exchange for the same order within the window (for example, exchanging an item and then wanting to return it again), return shipping costs become the customer's responsibility. This limit does not apply to items that arrive damaged, faulty, or incorrect — see "Damaged, Faulty or Wrong Items" below.
Initiating a Return or Exchange
Visit our Initiate Return page and complete the online form with your order number, product details, and reason for the return. Our team will review the details and confirm your eligibility.
Return Shipping
For eligible return or exchange per order, you'll receive a prepaid Australia Post return label and QR code by email. Simply visit your nearest Australia Post location and show the QR code at the counter — Australia Post can print the shipping label for you free of charge, so no printer is required. Please pack your item securely, preferably in its original packaging, and remove or cover any old shipping labels before lodging your return. For any additional return or exchange request on the same order within the 45-day window, the customer is responsible for return shipping costs.
Refund Process
Once we receive and inspect the returned item, we process your refund to the original payment method. Refunds typically appear in your account within 5-7 business days, depending on your bank or card provider. If your original payment method is no longer available, we will work with you to arrange an alternative refund method.
Exchanges
To exchange an item, submit a request through our Initiate Return page and let us know the item you'd like instead. If there is a price difference, we'll refund the difference to your original payment method if the new item costs less, or our team will contact you directly to arrange payment of the difference if it costs more before processing your exchange.
Damaged, Faulty or Wrong Items
If you receive a damaged, faulty, or incorrect item, contact us via the Initiate Return page or email hello@moonessa.com. We will arrange a free replacement, exchange, or refund at no cost to you — this does not count toward the one-free-return limit above.
Contact Us
Sunturex Pty Ltd, trading as MOONESSA
ABN: 61 634 758 624
A21, 840 Wellington Street, West Perth WA 6005, Australia
Email: hello@moonessa.com
Phone: 1800 324 878
This Refund & Exchange Policy may be updated periodically. Any changes will be posted on this page with a revised "Last updated" date.