Return & Refund Policy - Maison de Moon

Last Updated: 17th of August 2025

At Maison de Moon, we strive to deliver timeless jewelry and an elegant customer experience. While we hope you love every piece you receive, we understand that there may be occasions when a return or refund is necessary. This policy outlines your rights and our procedures, in line with EU consumer law, global e-commerce best practices, and our commitment to transparency and fairness.

1. Right of Withdrawal (EU Customers)

n accordance with the EU Consumer Rights Directive (2011/83/EU), customers residing in the European Union have the legal right to withdraw from their purchase within 14 calendar days of receiving the goods, without the need to provide any reason.

To exercise this right:

• You must submit a clear written notice of withdrawal to us via email at info@maisondemoon.com within 14 days from the date of delivery.
  
• You are then required to return the item(s) within 14 days from the date you notified us of your decision to withdraw.
  

Please note that this statutory right of withdrawal applies only to eligible items and is subject to the exclusions detailed in our Return & Refund Policy.

2. Our 30-Day Return Window (Global Customers)

In addition to the statutory 14-day withdrawal period available to EU customers, Maison de Moon offers an extended 30-day return window from the date of delivery for all customers worldwide, subject to the following conditions:

• The item must be unused, unworn, undamaged, and returned in its original packaging, with all original tags, labels, and hygiene seals fully intact.
  
• A valid proof of purchase (such as an order confirmation or receipt) must be provided.
  
• Returns must be pre-authorized by our customer support team and sent to the designated return address provided upon approval.
  
• Unless the return is due to an error on our part (e.g. incorrect, damaged, or defective item), all return shipping costs shall be borne by the customer.
  

Items returned without prior authorization or that do not meet the above conditions may be rejected or subject to a restocking fee, as outlined in our full Return & Refund Policy.

3. Non-Returnable Items

For reasons of hygiene, customization, and policy clarity, the following items are non-returnable and non-refundable:

• Pierced earrings, due to strict hygiene and health regulations
  
• Custom-made or personalized jewelry, including items engraved, resized, or specially commissioned
  
• Gift cards, whether physical or digital
  
• Final sale or clearance items, clearly marked as non-returnable at the time of purchase
  

If you are unsure about the eligibility of a particular item for return, we encourage you to contact our customer support team prior to placing your order or initiating a return request.

4. Damaged or Incorrect Items

We kindly ask that you inspect your order upon receipt. If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@maisondemoon.com with the following:

• Your order number
  
• Clear photographs of the item(s), outer packaging, and any visible damage or defect
  

Upon review and verification of the issue, we will offer one of the following remedies, at our discretion:

• A replacement of the same item (subject to availability)
  
• A store credit for the full value of the item
  
• A full refund, including any original and return shipping costs (if applicable)
  

Please note that claims submitted after the 48-hour window may not be eligible for resolution, depending on the circumstances.

5. How to Initiate a Return

To initiate a return, please follow the steps below:

1. Contact our customer support team at info@maisondemoon.com, providing the following details:
   
• Your order number
  
• The item(s) you wish to return
  
• The reason for the return
  

1. Once your return request is reviewed and approved, you will receive:
   

• Detailed return instructions
  
• The designated return shipping address
  

1. Please use a tracked and insured shipping service to return your item(s). Maison de Moon is not responsible for items lost or damaged during return transit.
   

Important: Returns sent without prior authorization, or outside the provided return process, will not be accepted or refunded.

6. Condition Verification and Restocking Fee

All returned items are subject to a quality inspection upon receipt. Maison de Moon reserves the right to take the following actions:

• Reject any returns that exhibit signs of wear, damage, use, or that are missing original packaging, tags, or hygiene seals.
  

Such measures are in place to ensure fairness, maintain product integrity, and support responsible return practices.

7. Refunds

Once your returned item is received, inspected, and approved, we will initiate the refund process.

• Refunds will be issued to your original payment method within 14 business days of approval.
  
• Please note that processing times may vary depending on your payment provider, including banks, Shopify Payments, PayPal, or credit card issuers.
  

If you have not received your refund within 14 business days from the date of approval, please contact our customer care team at info@maisondemoon.com for assistance.

8. Exchanges

We do not currently offer direct exchanges.
If you wish to receive a different item, please follow our standard return process for the original purchase. Once your return is approved and refunded, you may place a new order for the desired item.

This approach ensures accurate processing and availability of stock.

9. Return Abuse Policy

To protect the integrity of our return process, Maison de Moon actively monitors for patterns of excessive, fraudulent, or abusive return behavior.

We reserve the right to take the following actions at our sole discretion:

• Refuse returns or cancel orders/accounts where return abuse is suspected
  
• Decline future purchases from customers with a demonstrated history of violating our Return & Refund Policy
  

These measures are in place to ensure fair use of our policies and maintain a high-quality experience for all customers.

10. International Orders – Duties, Taxes & Shipping Costs

For all international and domestic customers also, please note the following:

• Return shipping costs, customs duties, import taxes, and related charges are non-refundable under any circumstances.
  
• Maison de Moon is not responsible for delays or additional charges resulting from customs clearance procedures in the destination country.
  
• Approved refunds will cover the product purchase price only and will exclude any VAT, GST, or import duties paid by the customer at the time of delivery.
  

We recommend contacting your local customs office for more information on applicable import charges prior to placing your order.

11. Legal Language & Jurisdiction

This Return & Refund Policy shall be governed by and interpreted in accordance with the laws of the Netherlands, without regard to its conflict of law provisions. Any disputes arising in connection with this policy shall be subject to the exclusive jurisdiction of the competent courts in the Netherlands.

This policy is provided in English to ensure accessibility for our international customers. If you require a version in Dutch or another language, please contact us at info@maisondemoon.com, and we will be happy to assist you.

12. Contact Us

For any questions regarding returns, refunds, or this policy, please contact our Customer Experience Team:

Maison de Moon – Customer Experience Team
📧 info@maisondemoon.com

We’re here to assist you and ensure your shopping experience is as smooth and satisfying as possible.

✔️ Final Notes for Customers:

• A link to this policy is available in our website footer and during checkout.
  
• By placing an order, you confirm that you’ve read and agreed to this policy.