Return, Refund & Cancellation Policy – Moonpetal
Effective Date: 13 October 2026
Moonpetal aims to provide clear and transparent information about returns, refunds, replacements, and order cancellations. This policy explains how customers can request assistance with eligible purchases and what conditions apply.
All requests will be handled in accordance with this policy and applicable consumer protection laws.
1. Return Request Period
Customers may request a return within 5 calendar days from the date of receipt of the product, subject to the eligibility conditions described in this policy.
To initiate a return, customers must contact our support team within this period and provide their order number, delivery date, and reason for the request.
This standard return window does not restrict any additional rights or remedies available under applicable law.
2. Return Eligibility
To qualify for a standard return, the following conditions generally apply:
- The product must be unused and unaltered.
- The product must be in the same condition as delivered.
- The original packaging, tags, labels, and accessories must be retained, where applicable.
- Valid proof of purchase, such as an order confirmation or order number, must be provided.
- The return request must be submitted within the applicable return period.
Returned products may be inspected after receipt to verify their condition and eligibility.
These conditions do not exclude remedies available under applicable law for defective, damaged, incorrect, or otherwise non-conforming products.
3. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us promptly.
To help us review your request, provide:
- Your order number and registered contact details.
- The date you received the product.
- A description of the issue.
- Clear photographs or other supporting information, where available.
Our support team will review the issue and communicate the next steps.
Depending on the circumstances, product availability, and applicable law, an eligible resolution may include a replacement, refund, or another legally applicable remedy.
4. Products Not Eligible for Standard Returns
Products that have been used, altered, or damaged through customer misuse may not qualify for a standard return.
Products returned without their original packaging, tags, or accessories may also be ineligible under the standard return conditions, where applicable.
Any exclusion will be applied consistently with applicable consumer protection law. Nothing in this section removes a customer's mandatory rights concerning defective, damaged, incorrect, or non-conforming products.
5. How to Request a Return
To initiate a return:
- Email moonpetalindia@gmail.com or contact us at +91 8286403502 within the applicable return period.
- Provide your order number, registered contact details, and delivery date.
- Explain the reason for the return or replacement request.
- Attach photographs or supporting information if the product is damaged, defective, or incorrect.
- Wait for our support team to review your request and communicate the approval decision and return instructions.
- If approved, follow the pickup or shipping instructions provided by our team.
Please do not send a product to an address other than the return destination confirmed by our support team.
Submitting a request does not automatically mean that it has been approved. Our team will communicate the next steps after reviewing the information provided.
6. Return Shipping Charges
Responsibility for return shipping charges depends on the reason for the return and the applicable circumstances.
Where a return results from our error, such as the delivery of an incorrect or damaged product, return shipping and the resolution will be handled in accordance with applicable law.
For other eligible returns, any applicable return-shipping charges or customer responsibilities will be communicated during the return process.
7. Refund Approval and Processing
Once a returned product has been received and inspected, we will inform the customer whether the refund request has been approved or declined. Where appropriate, the reason for the decision will also be communicated.
Approved refunds will generally be processed within 7 working days after the return has been received and the necessary verification has been completed.
Refunds are generally issued to the original payment method, subject to payment-provider procedures and applicable law.
The time taken for the refunded amount to appear in the customer's account may vary depending on the payment provider or financial institution.
If a refund has not appeared after the applicable processing period, please contact our support team with your order details.
8. Replacements
For eligible damaged, defective, or incorrect products, customers may request a replacement, subject to availability and applicable law.
If a replacement is unavailable or another resolution is appropriate, our support team will communicate the available options.
9. Order Cancellation
Customers may request cancellation before an order is dispatched.
Once an order has been dispatched, cancellation may no longer be available through the standard cancellation process. Customers should contact our support team to discuss the available options.
If payment has already been collected for an order that is cancelled and a refund is due, the refund will be processed in accordance with applicable law and the relevant payment process.
10. Promotional Purchases
Any special return or exchange conditions applicable to promotional purchases, discount offers, bundled products, or sale items must be clearly disclosed before the customer completes the purchase.
Where a promotional offer has specific restrictions, those restrictions will apply only to the extent they have been clearly communicated and are consistent with applicable law.
Promotional pricing or discounted purchases do not remove mandatory customer rights concerning defective, damaged, incorrect, or non-conforming products.
Where a promotion involves multiple products or a bundle, the applicable return conditions and any effect on the promotional offer must be explained to customers before purchase.
11. Policy Updates
Moonpetal may update this policy from time to time, subject to applicable law.
The effective date will be displayed at the beginning of this page. The policy applicable at the time of purchase will govern the order, subject to any mandatory legal requirements.
Customers are encouraged to review this policy before placing an order.
12. Contact Us
For return, refund, replacement, or cancellation assistance, please contact:
Brand: Moonpetal
Email: moonpetalindia@gmail.com
Phone: +91 8286403502
WhatsApp: +91 8286403502
Business Address:
Building No. 21A, Flat No. 702, Naminath Apartment, 7, Ambernath West, Opposite Guardian College, Jambhul Phata, Thane, Maharashtra – 421501, India.
Please include your order number in all correspondence to help our support team assist you efficiently.