Returns and Refunds

Last updated: 2 November 2026

This page summarises your options. The full rules and the withdrawal form are in our Terms of Service. Nothing here limits your statutory rights.

1. Your right to withdraw within 14 days

If you are a consumer, you can withdraw from the contract within 14 days of receiving the goods, without giving a reason.

• Tell us: before the period ends, send a clear statement to hello@moon-loom.com or by post to the address below. Please include your order number.
• Send the goods back: no later than 14 days after you tell us. You pay the direct cost of returning them. We recommend tracked shipping and secure packaging, and keeping your proof of sending.
• Refund: we refund all payments, including standard delivery costs, within 14 days of receiving your statement. We may wait until we have received the goods or proof that you sent them, whichever comes first.
• Reduced value: you are liable for reduced value caused by handling beyond what is needed to check the goods’ nature, characteristics and functioning.

Return address:
Moonloom, Lunary Agency, Žana Žižek s.p.
Sv. Ana v Slov. goricah 16
2233 Sv. Ana v Slov. goricah
Slovenia

2. When the right of withdrawal does not apply

• Sealed goods that are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery. This can include menstrual discs, period underwear and food supplements delivered sealed.
• Digital content not supplied on a physical medium, if supply began with your prior express consent and your acknowledgement that you lose the right of withdrawal.

3. Our additional 30-day return option

This is a voluntary option on top of your statutory rights. You can return products within 30 days of receipt if all of these conditions are met:

• the product is unused and unopened, in its original packaging and undamaged;
• you have proof of purchase;
• you contact us at hello@moon-loom.com before sending it.

You pay the cost of returning the product. We refund within 14 days of receiving and checking it. We may refuse returns under this option that do not meet these conditions or were sent without contacting us first.

4. Faulty, damaged or wrong items

Your statutory rights apply, as set out in section 9 of the Terms of Service. Please email us within two months of discovering the problem, with your order number, a description and, if possible, photos. We bear the cost of returning non-conforming goods.

5. Exchanges

We do not exchange products directly. Please return the product under one of the options above and place a new order.

6. How refunds are paid

We use the payment method you used, unless you expressly agree otherwise, at no charge to you. Your bank or card provider may need additional time to show the refund.