Returns policy

The Moon-Whale.com Returns Policy is valid for 14 days from receipt of your item.

Cancellations

If the order has not been dispatched and you wish to cancel, please get in touch via e-mail at info@moon-whale.com. We will cancel the order and offer a full refund. Use your order number as the subject.

Faulty or Damaged Items

If you receive an item that is faulty or damaged, you may return it to us.

• Items returned as faulty will be inspected, and if found faulty, a replacement will be sent or a refund will be issued.

• If the item is found not to be faulty, we reserve the right to return the item to you at your cost or charge a re-stocking fee.

• If you receive a faulty item, please contact our customer service team with your order details.

• Moon Whale will cover the return shipping costs for faulty or damaged items.

Note: Packaging and boxes are designed to protect the contents inside. As they may be subjected to wear and tear during shipping, we are unable to offer replacements or refunds for minor imperfections, bends, scuffs, or indentations.

Duplicate or Incorrect Item

If you receive a duplicate item or an incorrect item sent to you as a result of our error, you may return it to us.

• We will provide a refund or replace the incorrect item if stock is available.

• The replacement will be sent, or the refund made when we receive the returned item from you.

• Moon Whale will cover the return shipping costs for incorrect or duplicate items.

• If you receive a duplicate or incorrect item, please contact our customer service team with your order details.

Unwanted Items

Unwanted items can be returned to us up to 14 days after the date we send them to you.

• Unwanted items can only be returned if they are still sealed, unopened, and unused. We cannot refund or exchange an opened or used item unless it is faulty.

• A full refund will be issued to your original payment method when we receive the item.

• Customers are responsible for the cost of returning unwanted items. We will provide a prepaid returns label for a fee of £5, which will be deducted from your refund.

Responsibility for Return Shipping Costs

• If an item is unwanted or no longer needed, the customer is responsible for return postage. 

• If an item is faulty, damaged, or incorrect due to our error, Moon Whale will cover the return postage costs. Please contact us within 14 days of receipt, and we will provide a prepaid return label.

Items That Cannot Be Returned

Most items bought from us can be returned. However, Gift Vouchers and Gift Cards are non-returnable and cannot be exchanged for cash or anything else. They must be used to purchase items from the website.