Return, Refund & Cancellation Policy

At MoonGlow, we carefully inspect and pack every order before dispatch to ensure that your products reach you in good condition. Because our products are made and packed specifically for your order, we do not accept returns or exchanges for change of mind, personal preference, incorrect choice of fragrance/variant, or any other reason unrelated to a product issue.

However, if your order arrives damaged, broken, defective, faulty, or you receive an incorrect product, we will be happy to assist you in accordance with the terms below.

1. Damaged, Broken or Defective Products

If your product arrives damaged, broken, defective, or unusable, please contact us at support@mymoonglow.com within 48 hours of delivery.

To help us assess the issue quickly, please provide:

● Your order number

● Clear photographs of the product and the packaging

● Clear photographs showing the damage or defect

● A short video, where applicable, demonstrating the issue

Once we receive the required information, our team will review the claim and, where the issue is attributable to damage in transit, a manufacturing/product defect, or another issue covered under this policy, we may provide a replacement or refund, as applicable.

For products damaged during transit, please retain the original packaging until your claim has been reviewed, as the courier may require it for investigation.

2. Wrong Product Received

If you receive a product that is different from the product you ordered, please contact us at support@mymoonglow.com within 48 hours of delivery with your order number and clear photographs of the product received.

After verification, we will arrange an appropriate resolution, which may include a replacement or refund, as applicable.

Please do not use the product or dispose of the packaging before the issue has been reviewed.

3. Returns & Exchanges for Change of Mind

We currently do not accept returns or exchanges for:

● Change of mind

● Incorrect fragrance or variant selected by the customer

● Products that are no longer wanted

● Personal preference regarding fragrance, colour, appearance, or texture

● Products that have been used, burned, melted, or otherwise altered after delivery

● Incorrect shipping or delivery information provided by the customer

This does not affect your rights in relation to products that are defective, damaged, faulty, or not as described.

4. Refunds

Where a refund is approved, the refund will generally be processed to the original payment method used for the order.

Once initiated by MoonGlow, the time taken for the refund to reflect in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider. Please allow 5–7 business days for the amount to reflect after the refund has been processed.

5. Order Cancellation

Orders may be cancelled on the same day they are placed, provided the order has not yet been shipped.

To request a cancellation, please contact us as soon as possible at support@mymoonglow.com with your order number.

If the cancellation request is received before dispatch, the full amount paid for the order will be refunded.

Once an order has been shipped, it cannot be cancelled under our standard cancellation policy.

6. How to Contact Us

For any return, refund, damage, defect, wrong-product, or cancellation request, please contact:

Email: support@mymoonglow.com

Please include your order number in the subject line or message so that we can assist you promptly.

MoonGlow reserves the right to verify any reported damage, defect, or incorrect product before approving a replacement or refund.