Refund Policy
Last updated: March 2026
Our Commitment
We want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help.
Eligibility for Refunds
To be eligible for a refund, your item must be:
- Unopened and unused in its original packaging
- Returned within 30 days of delivery
- In the same condition that you received it
Please note: Due to hygiene and safety reasons, we cannot accept returns on opened skincare products unless they are defective or damaged.
Non-Refundable Items
The following items cannot be refunded:
- Opened skincare products (unless defective)
- Gift cards
- Sale or clearance items marked as final sale
How to Request a Refund
To initiate a refund, please contact us at info@moonlightessence.co.uk with:
- Your order number
- The item(s) you wish to return
- Reason for return
- Photos (if the item is damaged or defective)
Refund Process
Once we receive and inspect your return:
- We'll send you an email to confirm receipt
- If approved, your refund will be processed within 5-7 business days
- The refund will be credited to your original payment method
- You'll receive a confirmation email once the refund is complete
Return Shipping
You are responsible for return shipping costs unless the item is defective or we made an error. We recommend using a trackable shipping service.
Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 7 days of delivery. We'll provide a full refund or replacement at no cost to you, including return shipping.
Late or Missing Refunds
If you haven't received your refund within the stated timeframe:
- Check your bank account again
- Contact your credit card company (processing may take time)
- Contact your bank
- If you've done all of this and still haven't received your refund, please contact us at info@moonlightessence.co.uk