Refund policy

The consumer has the right to withdraw from the purchase and return the goods within 14 calendar days from the moment they have taken possession of the goods, without providing any reason.

To exercise the right of withdrawal, the consumer must inform Moonell by means of an unequivocal statement by sending a message indicating the decision to withdraw from the purchase to the following email: info@moonell.eu.

To meet the withdrawal deadline, it is sufficient for the consumer to send their notice of exercising the right of withdrawal before the withdrawal period has expired. After receiving the email, we will inform the consumer and provide instructions on how and where to return the goods.

The withdrawal period will expire after 14 calendar days from the day the consumer, or a third party other than the carrier and indicated by the consumer, has taken possession of the goods. To avoid misunderstandings, upon receiving the goods, please ensure that they fully correspond to the order – main parameters, size, color, etc., and other essential characteristics.

If the consumer withdraws from this contract, Moonell shall reimburse all payments received from the consumer under the specific distance contract for the goods, excluding delivery costs and return shipping costs, no later than 14 days from the day Moonell has received the returned goods.

When returning goods, the consumer must ensure appropriate transport packaging. The original packaging must be placed inside another package suitable for transportation. Otherwise, the postal service may refuse to accept the shipment. To avoid misunderstandings, we recommend insuring the returned goods; otherwise, the consumer bears responsibility for any damage.

According to Cabinet of Ministers Regulation No. 255 of May 20, 2014, “Regulations Regarding Distance Contracts”, Section 22, the consumer cannot exercise the right of withdrawal if:

  • The price of the goods or services depends on fluctuations in the financial market that the seller cannot control and which may occur within the withdrawal period;
  • The goods are made according to the consumer’s specifications or are clearly personalized;
  • The goods are liable to deteriorate rapidly or have a short expiration date;
  • The consumer has opened the packaging of goods which cannot be returned due to health or hygiene reasons (such as electric toothbrushes, epilators, electric shavers, beard/hair trimmers, hair clippers, hair straighteners, manicure and pedicure tools, underwear, socks and tights, perfumes, cosmetics, in-ear headphones, breast pumps, bio-toilets, household chemicals, and similar items);
  • The goods, after delivery, have been inseparably mixed with other items due to their nature;
  • The consumer has opened the packaging of audio or video recordings or computer software;
  • The contract concerns the supply of digital content not provided on a tangible medium, if the supply has begun with the consumer’s prior express consent and acknowledgment of the loss of the right of withdrawal.

Moonell draws attention to the fact that if a decrease in the value of returned goods is identified, legal action may be taken against the consumer to recover damages caused by full name as a result of the consumer’s actions.

Complaints and Claims Procedure

The period for submitting claims regarding purchased goods is 24 months from the date of purchase.

If a defect appears within six months of purchase, it is assumed that it existed at the time of purchase unless such an assumption is incompatible with the nature of the goods or the type of defect.

If the purchased goods are non-compliant, the consumer has the right to request:

  1. First, repair of the goods or replacement free of charge (including shipping, labor, materials, and other costs), within a reasonable time, unless this is impossible or disproportionate. The nature and intended use of the goods must also be considered.
  2. If repair or replacement is not carried out within a reasonable time or causes inconvenience, the consumer has the right to:
    • A proportional price reduction; or
    • Termination of the contract and a refund (unless the defect is minor and does not significantly affect usability).

When reducing the price or canceling the contract, depreciation or the benefit gained by the consumer from using the goods may be taken into account, unless otherwise agreed.

In case of a dispute with the seller or service provider, it should first be resolved through negotiations, either orally or in writing.

The seller is obliged to provide a response or proposed solution, usually within 15 working days. Any refusal must be justified.

If the dispute cannot be resolved, the consumer may обратиться to:

  1. The Consumer Rights Protection Centre for assistance;
  2. A relevant out-of-court dispute resolution body (e.g., Public Utilities Commission, Ombudsman of the Latvian Commercial Banks Association, Latvian Insurers Association, etc.);
  3. The Consumer Dispute Resolution Commission, if assistance from the Consumer Rights Protection Centre has not resulted in a solution;
  4. A court, including procedures for small claims.

Out-of-Court Dispute Resolution Procedure

Complaints regarding product availability or quality should be submitted electronically to email address. Complaints will be reviewed within 7 working days from receipt, and a response will be sent to the email address provided.

If the complaint is rejected and the consumer disagrees, the consumer has the right to use alternative dispute resolution options provided by law by submitting a written application to the seller, including:

  • Full name and contact information
  • Date of submission
  • Nature of the dispute, claims, and justification

More information:

Consumer Dispute Resolution Commission:
Brīvības iela 55, Riga, LV-1010
Phone: +371 65452554
Email: ptac@ptac.gov.lv
Website: http://www.ptac.gov.lv/lv/content/pateretaju-stridu-risinasanas-komisija-0
Fee: Free of charge
Languages: Submissions must comply with the State Language Law

The right of withdrawal does not apply to legal entities.

We will do our best to ensure that warranty or complaint procedures are handled as quickly as possible and without unnecessary inconvenience to the consumer.

Damage caused by natural conditions is not compensated.