Refund policy

The consumer has the right to withdraw from a distance purchase and return eligible goods within 14 calendar days without providing a reason.

Items purchased at a discounted or promotional price cannot be returned.

The withdrawal period expires 14 calendar days after the day on which you, or a third party indicated by you other than the carrier, take possession of the goods.

To exercise your right of withdrawal, you must inform Moonell of your decision by sending an unequivocal statement to: info@moonell.eu

To meet the withdrawal deadline, it is sufficient to send your notice before the 14-day withdrawal period has expired.

After notifying Moonell of your withdrawal, you must send the goods back without undue delay and no later than 14 calendar days from the date on which you informed us of your decision to withdraw.

We will provide return instructions and the appropriate return address after receiving your request.

Condition of Returned Goods

You may inspect and try on a garment in the same way you reasonably would in a physical store in order to establish its nature, characteristics, appearance and fit.

Returned goods should be securely packaged and should not be worn beyond what is necessary to assess the garment. Items should not be washed, altered or otherwise used.

Where possible, please return the garment with its original tags and packaging.

You are responsible only for any decrease in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and fit.

Return Shipping Costs

The direct cost of returning goods is borne by the customer.

We recommend using a secure and trackable shipping method when returning your order.

If the goods are faulty, damaged, incorrect or otherwise do not conform to the order due to circumstances for which Moonell is responsible, applicable consumer rights regarding the costs of resolving the non-conformity will apply.

Refunds

If you exercise your statutory right of withdrawal, Moonell will refund the payments received for the returned goods, including the cost of the least expensive standard delivery method offered for the original order.

If you chose a delivery method that was more expensive than Moonell's least expensive standard delivery option, the additional delivery cost will not be refunded.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree otherwise. No additional fee will be charged for the refund.

Moonell will process the refund without undue delay and no later than 14 days after being informed of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.

Made-to-Order and Personalised Items

Many Moonell garments are produced after an order is placed. Producing a standard Moonell style after an order is received does not by itself remove the statutory right of withdrawal.

However, the right of withdrawal does not apply to goods that are made according to the customer's individual specifications or that are clearly personalised.

This may include garments individually altered, customised or otherwise produced according to specifications requested specifically by the customer.

Other Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in circumstances provided by applicable law, including, where relevant:

goods made according to the consumer's individual specifications or clearly personalised;
sealed goods that are not suitable for return for health or hygiene reasons once the seal has been opened;
other goods or services for which applicable consumer law expressly excludes the right of withdrawal.

These exceptions will be applied only where legally applicable.

Non-Conforming or Defective Goods

Moonell is responsible for goods that do not conform to the contract where the non-conformity existed at the time of delivery and becomes apparent within two years from the date of delivery.

If a non-conformity becomes apparent within one year after delivery, it is presumed to have existed at the time of delivery unless Moonell proves otherwise or such a presumption is incompatible with the nature of the goods or the type of defect.

If you discover that a product does not conform to the contract, you should notify Moonell within two months of discovering the non-conformity.

To submit a claim, contact: info@moonell.eu

Please include your order information, a description of the issue and, where relevant, photographs or other information that can help us assess the claim.

Remedies for Non-Conforming Goods

If a product does not conform to the contract, you may first request that Moonell:

repairs the product free of charge; or
replaces it with a conforming product free of charge,

unless the chosen remedy is impossible or would impose disproportionate costs.

Repair or replacement must be carried out free of charge, within a reasonable period and without causing significant inconvenience to the consumer. This includes necessary shipping, labour, material and other applicable costs.

Where the legal conditions are met, you may instead be entitled to:

a proportionate reduction in the purchase price; or
termination of the contract and reimbursement of the amount paid.

These remedies may apply, for example, where repair or replacement is impossible, has been refused, has not been completed within a reasonable period, the problem remains after an attempted remedy, or the non-conformity is sufficiently serious to justify an immediate price reduction or termination.

The contract may not be terminated where the non-conformity is only minor, where applicable law provides otherwise.

Complaints

If you have a complaint relating to an order, return, refund, product quality or conformity, please contact us first at: info@moonell.eu

We will aim to resolve the matter directly with you.

A written consumer complaint will be answered in writing within 15 working days of receipt.

If it is objectively impossible to provide a response within that period, we will inform you in writing of the reason for the delay and provide a reasonable timeframe within which a response will be given.

Consumer Dispute Resolution

If a dispute cannot be resolved directly with Moonell, the consumer may seek assistance from the Consumer Rights Protection Centre of Latvia (PTAC) and, where applicable, submit the dispute to the Consumer Dispute Resolution Commission.

The consumer also retains the right to bring the matter before a competent court.

Consumer Rights Protection Centre (PTAC)
Talejas iela 1
Riga, LV-1026
Latvia

Email: pasts@ptac.gov.lv
Consultation phone: +371 65452554

Business Customers

The statutory consumer right of withdrawal described above applies to consumers and does not apply to purchases made by legal entities or persons acting within their business or professional activity.

Nothing in this policy limits any mandatory consumer rights provided by applicable law.