At Moonulu, we take product safety, hygiene, and quality very seriously. Because our products are intended for personal use, all return requests are reviewed individually and are subject to strict conditions.
Please read the information below carefully before submitting a return request.
If you believe your order qualifies for a return, you must notify our Customer Support team within 30 days of receiving your order by emailing support@moonulu.com.
Your message must include:
Incomplete requests or requests submitted outside the allowed period may not be reviewed.
All return requests are subject to review. If your request is approved, you will receive written confirmation along with detailed return instructions.
No products may be returned without prior authorization. Any shipment sent without confirmation may be refused or rejected.
Once approved, the product must be carefully packed and shipped according to the provided instructions. You must provide a valid tracking number after shipment.
The return address alone does not grant permission to return an order. Authorization from Customer Support is always required.
Approved returns must arrive in the following condition:
Products that have been opened, used, altered, or repackaged are not eligible for a refund, except in cases of verified manufacturing defects.
Return shipments generally take between 14 and 30 days to reach our facility, depending on the shipping method and destination.
All returned products are inspected upon arrival.
If the product does not meet the stated return conditions or is found to be opened, used, or not defective as claimed, the return may be rejected.
If approved, refunds are issued to the original payment method within approximately 7 business days. Processing times may vary depending on your payment provider.
If you have questions or wish to initiate a return request, please contact our Customer Support team.
By completing your purchase, you confirm that you have reviewed and agreed to this Returns & Refunds Policy.