Return Policy
Effective Date: January 2025 | Last Updated: January 2025
At Moon Lamps Co UK, we want you to love your purchase. If something isn’t right, we’re here to make it right. This Returns Policy sets out your options clearly and fairly.
1. Return Window
You may return any item within 30 days of receiving your order. This applies to all products purchased from https://moon-lamps.co.uk.
UK law gives you a minimum of 14 days to return goods. We extend this to 30 days to give you greater peace of mind.
2. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
● Returned within 30 days of the delivery date
● In its original, unused, and undamaged condition
● In the original packaging wherever possible
● Accompanied by your order number or proof of purchase
We reserve the right to refuse a return or reduce the refund amount if items are returned in a condition that suggests use, damage caused by the customer, or missing components.
3. Non-Returnable Items
The following cannot be returned unless they arrive faulty or damaged:
● Items that have been visibly used or damaged by the customer
● Items returned after the 30-day window without prior agreement
● Personalised or custom-made items (unless faulty)
4. How to Start a Return
To begin a return, please contact us before sending anything back:
● Email us at support@moon-lamps.co.uk with your order number and reason for return
● We will respond within 24 hours with return instructions
● Please do not send items back without contacting us first — unrequested returns may cause delays
5. Return Shipping Costs
Who covers the cost of return shipping depends on the reason for the return:
Change of mind or unwanted gift:
The customer is responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for returns lost in transit.
Faulty, damaged, or incorrect item:
We will cover the full cost of return shipping. We will provide a prepaid return label or reimburse reasonable return postage costs upon receipt of the item.
6. Refunds
Once we receive and inspect your returned item, we will process your refund within 5–10 business days.
● Refunds are issued to your original payment method
● We will refund the full product price, including original standard shipping costs where the return is due to our error
● For change-of-mind returns, original shipping costs are non-refundable
● You will receive an email confirmation once your refund has been processed
Please note: your bank or payment provider may take additional time to process the refund to your account. This is outside our control.
7. Replacements
If you would prefer a replacement instead of a refund, we are happy to arrange this. Please let us know when you contact us to begin your return.
● Replacements are sent free of charge for faulty, damaged, or incorrect items
● We will despatch your replacement within 1–2 business days of receiving your returned item
● If your preferred item is out of stock, we will offer an alternative or a full refund
8. Damaged or Faulty Items
If your lamp arrives damaged or develops a fault within 30 days of delivery, please contact us at support@moon-lamps.co.uk within 48 hours of receiving your order.
Please include:
● Your order number
● A description of the fault or damage
● Photographs of the item and packaging where possible
We will arrange a free return and send a replacement or issue a full refund — whichever you prefer.
9. Your Statutory Rights
Nothing in this Returns Policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
10. Contact Us
Email: support@moon-lamps.co.uk
Phone: +44 7351 660906
Address: Unit 1 Sky View Tower, 8 High Street, London, E15 2GR, United Kingdom
We aim to respond to all enquiries within 24 hours.