Returns & Refunds

About Your Right to Cancel

If you cancel your order but the item hasn’t been dispatched, then there will be no charge.

 

If you want to cancel your order after it has been dispatched or in transit, you will be asked to wait for the item to be returned to us either by you or our carrier. In this case, we will deduct the cost of the initial delivery from the refund. As an indicator, we estimated in 2020/21 that the average shipping cost for small and/or lightweight items was between £10+ VAT to £45+ VAT, and for large and/or items between £45+ VAT to £100+ VAT. We strongly advise you to check the dimensions of the product before placing the order. 

If you want to cancel your order within 14 days of receiving the goods, it is in your right. Please be aware that the cancellation period will expire after 14 days from the day on which you, or a third party other than the carrier indicated by you acquires, takes physical possession of the goods. To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement by email to info@moonattik.com

 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Once the right to cancel period has expired we may still accept returns, although additional charges will be applicable. However, these regulations do not restrict the statutory right to cancel and do not apply during the 14 days cancellation period.

Items that are manufactured to order, such as items listed as bespoke, tailored or sur-measure are not returnable or refundable as they have been specially made for the customer. Once the production has started the order can no longer be cancelled.



What are the Effects of Cancellation

If you cancel this contract during the 14 day cancellation period, we will reimburse all payments received from you, excluding the costs of delivery. We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than – 

(a) 14 days after the day we receive back from you any goods supplied, or 

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 

(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

 

You will have to bear the direct cost of returning the goods.

 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

 

About Returns

Thank you for shopping at moonattik.com

If you are not entirely satisfied with your purchase, we are here to help to make returns as easy as possible. We do ask that you double check the dimension and the specification of the product before placing the order to minimize the risk of having to return the item.

We know that each case is specific and we engage ourselves to resolve each issue on an individual basis with the best possible service.

If you are not happy with your product, please contact us within 14 days after the delivery date to solve your issues. 

Any goods that you want to return must be unused, not installed or switched on. We cannot accept any returns for items listed as ‘bespoke’, ‘tailored’, ‘sur-measure’, or items listed as ‘used’ or ‘second hand’.

You have the right to exercise your right of return 14 after the product has been delivered under the following condition:

As you are responsible for the item once delivered to you, all returns must include:

  • Product(s), including Free Gifts returned in their Original Condition
  • Their Original Packaging
  • All Included Accessories & Materials

We strongly advise that you take and send us a picture of the product before the return.

To exercise the right of return, you must inform us of your decision to cancel this contract by a clear statement by email to info@moonattik.com

 

What if you have installed / used or assembled an unwanted item?

Once an item is installed, used or assembled, the item is marked as an item that has been used. In this case, we cannot accept a return for the items as we can no longer sell the product as ‘new’. 

 

However, we will work with you to find a suitable solution if applicable. This may include levying the costs of the goods from the refund. Please be aware that you will be responsible for the shipping costs for the return and the return.

 

What are the Return Shipping Costs and Responsibilities

The shipping costs for the return are chargeable. You are held responsible for the return, including cost, shipping damaged or missing parts. 

 

Please contact us if you need any help. We will try our best to help you and for some products we can arrange the return on your behalf. We estimated in 2020/21 that the average shipping cost for small and/or lightweight items was between £10 + VAT to £45 + VAT, and for large and/or items between £45 + VAT to £100 + VAT if applicable.

 

When returning the item, we will send you the shipping address. We will advise you to send the item via a 2 man delivery service with the signature option as some of our products are fragile. You will be asked to take pictures of the item showing all the parts before the delivery and to provide a tracking number. Please be aware that the return must be completed within 14 days after you have asked for a return. Otherwise, we might seek for an arrangement

 

At the delivery date, the item will be inspected. We reserve the right to reject the return if any damages on the packaging are found. We will also unpack and inspect the item. We also reserve the right to reject the return application if any damage or missing part were found not and notified to us prior to the shipping.

 

If the inspection is successful, we will initiate the refund immediately. Most of our customers receive their refund the same day we initiate the refund. This depends on how fast your bank can capture our refund. We will email you the result of the inspection and confirm that the refund has been initiated.




How To Return Products To Us

We try to make the return process as smooth as possible and we commit ourselves to act as quickly as possible when courtoisie is applied. Please follow the step-by-step guide below so that we can get everything sorted as fast as possible.

Step 1: Email Us

To return any item, it is simple: Just send us an email at info@moonattik.com

Your email should have the following information so that we can process a return. Any missing information will slow down the process. 

  • Your name
  • Order reference number
  • Your Address
  • Email address
  • Contact number
  • Date of purchase
  • Date the goods were received by you
  • If you originally ordered multiple items, which do you want to return?
  • Reason for return.

 

Please state the reason for your return. If you have no reason or do not wish to provide any, you have the right not to give any reason. In this case, please let us know by stating “no reason”.

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

 

Step 2: Sending Us Back The Item

Prior to shipping back the item, we ask the customer to provide us with pictures showing that all parts have been put back to its original packaging and that the item is not damaged.

 

When returning the item, we will send you the shipping address. We will advise you to send the item via a 2 man delivery service with the signature option as some of our products are fragile. You will be asked to take pictures of the item showing all the parts before the delivery and to provide a tracking number. Please be aware that the return must be completed within 14 days after you have asked for a return. Otherwise, we might seek for an arrangement

 

Some of our products may have delicate physical properties and the transportation of these items is a difficult business. If the item you wish to return has delicate physical properties please make sure that any courier used is aware that the contents of the shipment could contain delicate items. Also, make sure that any courier shipment is fully insured to the value of the shipment (retail price). 

Step 3: Inspection

At the delivery date, the item will be inspected. We reserve the right to reject the return if any damages on the packaging are found. We will also unpack and inspect the item. We also reserve the right to reject the return application if any damage or missing part were found not and notified to us prior to the shipping.

 

Step 4: Refund

 

If the inspection is successful, we will initiate the refund immediately. Most of our customers receive their refund the same day we initiate the refund. This depends on how fast your bank can capture our refund. We will email you the result of the inspection and confirm that the refund has been initiated.

 

This procedure also applies for the free gift (if you have received one) and if you are returning all your orders placed. Please understand that the free gift is to be shipped within the 14 days period to make the return complete. 



Damaged Or Faulty Items Received By You

If you see visible signs of damage on the packaging, please take a picture, and endorse the delivery note accordingly and kindly refuse the delivery. In this case, if you wish to accelerate the replacement process, please send us an email at info@moonattik.com, describing your case with your order number and the pictures. One of our agents will be dedicated to you until we have shipped the replacement to you.

 

In the event of no sign of damage on the packaging and the delivery has been signed, you will have 24h to notify us if there are any damages. We strongly advise you to unpack the goods as soon as you receive them. In this case, please send us photos of the damaged part. A QA assistant will examine them and we will send a replacement accordingly. Please be aware that the item must be re-packed back to its original packaging before being replaced.

 

If your product arrives incomplete or missing some parts, we will always opt to send out the missing parts and a technician to fit them.

We will not accept claims for damage if this hasn’t been noted within 24h after the delivery. But we will always look for a suitable solution.

 

Bespoke / Tailored / Sur-measure Ordered Item

Items that are manufactured to order, such as items listed as bespoke, tailored or sur-measure are not returnable or refundable as they have been specially made for the customer.

However, if the goods arrived damaged, incomplete or if the order is incorrect due to our manufacturer's proven error, then they may be returned if required.

Once the production has started the order can no longer be cancelled.



Contact us

 

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By phone: 0333 050 9405
  • By email:  info@moonattik.com

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