Refund and Returns Policy

Overview

At Moonoro London, we ensure every piece reaches you with love, care, and safety. But in case of any issues, we offer a hassle-free return and refund process — with clear guidelines to protect both buyer and brand.

🔁 Return Eligibility

We accept return requests only if:

  • The item is damaged, defective, or incorrect

  • You notify us within 24 hours of delivery

  • A clear unboxing video is shared (from the moment the sealed package is opened)

  • The product is unused, unworn, and in its original packaging, with all tags and invoice intact

⚠️ Returns will not be accepted without an unboxing video or if the return request is raised after 24 hours.

❌ Non-Returnable Items

  • Earrings (due to hygiene and safety reasons)

  • Customized, made-to-order, or engraved jewellery

  • Items bought during clearance sales or marked “non-returnable”

Once the returned product is received and verified:

  • Refunds are processed within 5–7 working days

  • Refund is made to the original payment method

  • COD orders are refunded via UPI or bank transfer

  • Shipping charges (if applicable) are non-refundable unless it’s our error

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info.moonorolondon@gmail.com

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

📤 How to Request a Return

  1. Email us at support@moonorolondon.com within 24 hours of delivery

  2. Include your Order ID, reason for return, and the full unboxing video

  3. Our team will review and respond within 24–48 hours

  4. If approved, you’ll receive shipping instructions or pickup coordination (based on your pin code)

⚠️ Important Notes

  • Unboxing video must start from showing the sealed parcel

  • Incomplete, blurry, or edited videos will not be considered valid

  • Returns without prior approval or video proof will not be accepted

  • Return requests outside India are not supported currently

Need help?

Contact us at info.moonorolondon@gmail.com for questions related to refunds and returns.