Terms of service
SERVICE TERMS
GENERAL TERMS AND CONDITIONS
PROVIDER DETAILS
Moonloom
Žana Žižek s.p.
Sv. Ana v Slov. goricah 16
2233 Sv. Ana
Slovenia
Email: hello@moon-loom.com
Company registration no.: 9125744000
VAT ID: SI40529037
Registration authority: AJPES
Hereinafter: the “Provider”.
INTRODUCTORY PROVISIONS
These General Terms and Conditions govern the contractual relationship between the Provider and the Customer and set out the terms of purchase, payment, delivery, returns, complaints, the exercise of rights related to lack of conformity of goods, personal data protection, and dispute resolution for purchases made through the Moonloom online store.
A “Customer” is a natural person purchasing goods for purposes outside their business or professional activity, unless it is expressly stated that the purchase is made by a legal entity or for business purposes.
By placing an order, the Customer confirms that they have read, understood, and accepted these Terms.
AVAILABILITY OF INFORMATION
The Provider undertakes to always provide the Customer with the following information:
a) identity of the company
b) contact details enabling quick and effective communication
c) essential characteristics of the goods or services
d) availability of products
e) delivery terms
f) prices and information on taxes and delivery costs
g) payment methods
h) validity period of an offer or promotion, if relevant
i) the period and conditions for withdrawal from the contract and information about return costs
j) the complaint and claims procedure and contact details for support
CONTACT
For questions regarding orders, delivery, returns, and complaints, please contact:
hello@moon-loom.com
PRODUCT DESCRIPTIONS AND RESPONSIBILITY FOR INFORMATION
The Provider strives to ensure accurate and up to date product descriptions, photographs, and other information. Nevertheless, minor deviations may occur, in particular:
differences in color shades due to screen settings
updates to packaging or manufacturer labeling
typographical errors in descriptions
Minor deviations that do not affect the essential characteristics of the product are not grounds for withdrawal or a complaint. If the Customer believes an error affects essential characteristics, they should contact the Provider.
CONTRACT, ORDER AND STORAGE
The sales contract between the Provider and the Customer is concluded when the Customer receives an order confirmation email.
The contract is stored by the Provider in electronic form. The Customer may request a copy by emailing hello@moon-loom.com.
PLACING AN ORDER
The Customer completes a purchase in the online store by using a means of distance communication and following these steps:
access the online store via a web browser
select products and review description and price
add products to the cart
review the cart and change quantities if needed
proceed to checkout and enter contact details and delivery address
select delivery and payment method
review the final total and delivery costs
confirm that the Customer has read and agrees to the Terms
place the order
The Customer receives an acknowledgement of receipt of the order and then an order confirmation. In the event of a technical error, the Provider may contact the Customer to complete missing information.
TECHNICAL MEANS FOR IDENTIFYING AND CORRECTING ERRORS
Before placing the order, the Customer may review and correct entered details, products, and quantities in the cart or at checkout. If the Customer does not wish to place the order, they may terminate the process.
PRICES
Prices are stated in EUR and include VAT, unless expressly stated otherwise.
Prices apply at the moment the order is placed. The Provider reserves the right to change prices without prior notice. Price changes do not affect already confirmed orders.
Delivery costs may not be included in product prices. Delivery costs are displayed before purchase completion.
Obvious pricing error
If an obvious pricing error occurs or a technical error results in an obviously incorrect price, the Provider is not obliged to supply the product at such an obviously incorrect price. In such case, the Provider may reject the order or withdraw from the contract and refund all payments received.
PAYMENT METHODS
Available payment methods are shown in the online store at checkout.
If payment fails or is cancelled, the order is not confirmed or may be cancelled.
PROMO CODES, DISCOUNTS AND GIFT VOUCHERS
Promo codes and discounts apply under the conditions stated at the time of use or in promotion rules.
General promo code conditions:
a promo code is generally single use unless stated otherwise
promo codes generally cannot be exchanged for cash
promo codes may have time limits or product restrictions
the Provider reserves the right to modify or cancel a promo code in case of misuse or technical error
in case of withdrawal, only the actually paid amount is refunded; the discount granted via a promo code is not paid out
DELIVERY
The Provider will dispatch the ordered goods within a reasonable time after confirming the order or after receiving payment if payment is a condition for dispatch.
Delivery time depends on the carrier and the Customer’s location.
The Provider is not liable for delays caused by the carrier, force majeure, customs procedures, or incorrectly entered Customer data.
The Customer must ensure delivery details are correct. If a parcel is returned due to an incorrect address or non collection, the Provider may charge the cost of reshipping.
DAMAGED PARCELS AND ACCEPTANCE
The Customer should inspect the parcel upon delivery. If the parcel is visibly damaged, the Customer should promptly notify the carrier and the Provider.
RIGHT OF WITHDRAWAL WITHIN 14 DAYS
If the Customer is a consumer and the contract is concluded at a distance, the Customer has the right to withdraw from the contract within 14 days of receiving the goods, without stating any reason.
The period begins on the day after the Customer or a third party designated by the Customer receives the goods.
To exercise the right of withdrawal, the Customer must send a clear withdrawal statement to hello@moon-loom.com.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL, HYGIENE PRODUCTS
The right of withdrawal does not apply to goods which are not suitable for return due to health protection or hygiene reasons if the Customer has unsealed the packaging or used the product after delivery.
This includes in particular intimate products such as menstrual discs and intimate underwear if they have been opened, tried on, or used.
If the product is damaged, defective, or non conforming upon delivery, the Customer may still exercise rights related to lack of conformity of goods.
30 DAY RETURNS POLICY, COMMERCIAL BENEFIT
In addition to the statutory right of withdrawal, the Provider offers a 30 day return policy as a commercial benefit.
This benefit applies if the product is in the same condition as received and meets all of the following:
the product is not used or worn
the product is not unsealed if it is a hygiene product
the product is clean and undamaged
proof of purchase is provided
This policy does not limit mandatory statutory consumer rights.
RETURN PROCEDURE
To initiate a return, the Customer contacts the Provider at hello@moon-loom.com and provides:
order number
first and last name
the product to be returned
return reason, if the Customer wishes to provide it
Returns must be sent to:
Moonloom
Sv. Ana v Slov. goricah 16
2233 Sv. Ana
Slovenia
Items returned without a prior return request are not automatically accepted.
Packaging recommendation
We recommend returning products properly protected. Returning in original packaging is recommended but not mandatory unless it affects product safety or resaleability.
RETURN SHIPPING COSTS
If the Customer withdraws without reason, return shipping costs are borne by the Customer.
If the issue is lack of conformity or incorrect delivery, return shipping costs are borne by the Provider or reimbursed in accordance with law.
REFUNDS
After the Provider receives and inspects the returned goods, the Customer will be informed whether the return is approved or rejected.
In case of withdrawal, the Provider will refund payments no later than 14 days from the day the Provider receives the returned goods or proof that the Customer has sent them back, whichever occurs first.
The Provider may withhold the refund until receipt of the returned goods or proof of dispatch.
Refunds are made using the same payment method used by the Customer unless the Customer expressly agrees otherwise.
DECREASED VALUE OF RETURNED GOODS
The Customer is liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
If diminished value is identified, the Provider will inform the Customer of the estimated deduction and reasons before issuing the refund.
LACK OF CONFORMITY OF GOODS
The Provider supplies consumer goods that meet legal requirements and is liable for any lack of conformity existing at delivery that becomes apparent within two years of delivery.
If the lack of conformity becomes apparent within one year of delivery, it is presumed to have existed at delivery unless this presumption is incompatible with the nature of the goods or the lack of conformity.
The consumer must notify the Provider of the lack of conformity within two months of discovering it.
After notification, the Provider must restore conformity free of charge and without significant inconvenience to the consumer within a reasonable time, and no later than 30 days. The period may be extended in legally permitted cases, and the Provider will inform the consumer of the reasons.
To exercise rights related to lack of conformity, the Customer contacts hello@moon-loom.com and attaches:
order number
description of the issue
photos or video where relevant
INABILITY TO SUPPLY AND PROVIDER’S WITHDRAWAL FROM THE CONTRACT
If the ordered goods cannot be supplied due to:
lack of stock availability
an error in the price list or product description
a technical system error
force majeure or other unforeseen circumstances
the Provider reserves the right to withdraw from the contract.
The Customer will be informed without undue delay.
If payment has already been made, the full purchase price will be refunded no later than 14 days from the notice of withdrawal.
If the Provider cannot fulfil the obligation even within an additional reasonable period, the Provider may withdraw and refund all payments received.
Refund of the purchase price constitutes full settlement of all obligations of the Provider arising from the relevant order.
DIGITAL CONTENT AND SERVICES
If the Provider sells digital content or access to digital content, the following rules apply:
the Customer may expressly consent that performance begins before the expiry of 14 days
if the Customer provides such consent and is informed that they thereby lose the right of withdrawal, the right of withdrawal does not apply to that digital product
the Provider supplies the digital content within a reasonable time or as described in the offer
COMMUNICATION AND MARKETING MESSAGES
The Provider will contact the Customer via distance communication means regarding order fulfilment.
Marketing messages will be sent only in accordance with applicable rules on direct marketing and personal data protection. The user can unsubscribe at any time.
PERSONAL DATA PROTECTION
The Provider processes personal data in accordance with GDPR and ZVOP 2.
The Provider processes personal data for the purposes of:
order fulfilment and delivery
communication regarding the order
compliance with legal obligations, especially accounting and tax
handling complaints and exercising rights
sending notices and marketing messages where permitted or based on consent
Data may be shared with contracted processors such as e commerce platform providers, payment processors, carriers, email marketing platforms, and analytics providers, to the extent necessary to provide the service.
The Customer has the right of access, rectification, erasure, restriction, data portability, and objection where applicable. The Customer also has the right to lodge a complaint with the supervisory authority.
Details may be further described in the Privacy Policy on the website.
COMPLAINTS AND DISPUTES
The Customer may send complaints or claims to hello@moon-loom.com.
Out of court consumer dispute resolution
The Provider does not recognize any out of court consumer dispute resolution body as competent to resolve a consumer dispute that the consumer could initiate under applicable law.
ODR platform
The consumer may also attempt to resolve disputes through the Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr/
COPYRIGHT
All content on the Moonloom website, including texts, graphic elements, photographs, videos, and digital products, is protected by copyright. Copying, reproduction, or distribution without the Provider’s written consent is not permitted, except to the extent allowed by law.
FINAL PROVISIONS
The Provider reserves the right to amend these Terms at any time without prior notice. Amendments take effect on the day they are published on the website.
If any provision of these Terms is found invalid or unenforceable, this does not affect the validity of the remaining provisions.
The governing law is the law of the Republic of Slovenia, unless mandatory consumer protection rules provide otherwise.