Returns and Exchanges
Returns and Exchanges
At Moon Soul we are committed to ensuring you are satisfied with your purchase. If you need to return an item please send us an email at info@moonsoul.com.au
The warranty attests that the material purchased is 925 sterling silver, and does not cover part breakage or misuse.
GENERAL CONDITIONS:
Our return policy are of 30 days, you can obtain a refund or exchange if you have your original receipt or proof of purchase.
CONDITIONS OF RETURN:
- Items returned must be in their original condition (unworn and unused with all original packaging and labels).
- Earrings, body piercing products and gift cards cannot be returned for hygiene reasons.
- Shipping costs from online purchases are non-refundable.
- You may be asked to provide personal details for returns or exchanges for verification purposes.
- The products on sale will be exchanged in no case (exception will only apply if the product arrives to the customer with a defect.
- The Moon Soul store disclaims the responsibility to exchange any product in which the defect occurred due to misuse or breakage
- We only replace items if they are defective or damaged.
- You can return faulty items for replacement, store credit or a refund up to 7 days after you placed your order with us.
FAULTY RETURNS:
If you believe an item you have purchased is faulty please notify our exchange center via e-mail info@moonsoul.com.au or by WhatsAPP +61 426 643 667 regarding your exchange or return request, informing:
- Full name;
- Request number;
- Purchase date;
- Full name of the part or code of the product(s) to be returned(s);
- Reason for exchange or return.
With the above data we start the exchange process.
Once you return is received we will send you an email to notify you that we have received your returned item. Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Note: Do not send product(s) without prior authorization from our team and following the instructions established by email. Returns that are not authorized and/or do not follow the guidelines will not be analysed and the product(s) will be automatically shipped to the customer's address without prior notice.
Note: Do not send product(s) without prior authorization from our team and following the instructions established by email. Returns that are not authorized and/or do not follow the guidelines will not be analysed and the product(s) will be automatically shipped to the customer's address without prior notice.
SHIPPING:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please feel free to contact us for any question, We will be more than happy to help you and find the best solutions.