Return & Refund Policy

Return, Refund & Exchange Policy – Moonstone

At Moonstone, we value your satisfaction and strive to deliver high-quality products with care.
If, for any reason, you are not fully satisfied with your order, we offer a simple and transparent return and exchange process.

 Return Window
•Customers can request a return or exchange within 2 days of receiving their order.
•Requests made after this period will not be eligible for return or exchange.

Return Options

We offer two convenient ways to return your product:

A. Online Return (Reverse Pick-Up)

•We provide a complimentary return pick-up service nationwide.
•The pick-up option becomes available once you initiate your return request.
•Each order is eligible for one return only (one order = one return).
•The courier partner will attempt reverse pick-up up to three (3) times.
•If the customer cannot hand over the product during these attempts, they must choose the Self-Return option.
•For any issues with the reverse pick-up, please contact our support team via email or Instagram.

B. Self-Return

Customers can also choose to self-ship the product to our warehouse.
Please email officialsmoonstone@gmail.com with:

•Courier partner’s name
•Tracking number

Once we receive the returned parcel, you’ll receive a confirmation email and we will proceed with your chosen resolution (refund or exchange).

If your pin code is not serviceable for pick-up, please use the Self-Return option.

 

Refund Policy

Refunds are available only for valid return requests that meet the following conditions:

•A complete unpackaging video must be provided from the moment the parcel is opened.
•The item must be in original condition — unused, unworn, and undamaged.
•Refunds will not be processed if the product is broken, burnt, or mishandled after delivery.

Once your return is approved and the item is received by us:

•Refunds will be processed within 5–7 business days.
•The refund will be issued to your original payment method, or as per the refund option shared by the customer at the time of request.

 

Exchange Policy

We offer exchanges only for products that are defective, damaged, or incorrect at the time of delivery.

To qualify for an exchange:

•You must notify us within 2 days of delivery.
•A valid unboxing video showing the defect or issue is required.
•The product must be in its original packaging and unused condition.
•Exchanges are not accepted for damage caused after delivery or due to mishandling.
•For hygiene reasons, earrings can only be exchanged if received in a defective or incorrect condition.

 

How to Initiate a Return, Refund, or Exchange

You can reach out to us through any of the following official channels:

Instagram: @in.moonstone
Email: officialsmoonstone@gmail.com

Our team will respond within 24–48 hours and guide you through the process.

 Important Notes

•Returns and exchanges are accepted only once per order.
•Moonstone reserves the right to decline any request that does not meet the policy requirements or lacks valid proof.
•Sale or discounted items are non-returnable and non-refundable.
•Refunds and exchanges are subject to quality inspection upon return.

Thank you for choosing Moonstone.
We are committed to providing you with products and service that make you feel like the queen you are.