1. You have 14 days from the date of receiving your order to notify us of your intent to return (unwanted goods are to be returned at your own cost using a trackable method, such as 1st class recorded or courier)
2. To initiate a return, you have a couple of options available. If you prefer to do it yourself, simply login to your online account, access your "Order History," and click the "Return Items" button associated with the relevant order. From there, you can select which item(s) you wish to return and the reason behind your decision. Alternatively, you can send an email to sales@moonlightdesign.co.uk, detailing your order number, which item(s) you want to return, and your reasons for returning them.
3. You will receive a response from us within 48 hours, including an RMA number and the returns address (this will not be our London address)
4. Attach a piece of paper or label to your return with your RMA number clearly stated
5. Take it to your local post office, book a courier collection/ drop off service at your own cost (we use Interparcel)
6. Make sure you keep your proof of postage and keep an eye out for an email from our returns team
At Moonlight Design, we understand how frustrating it can be to receive a damaged order, and we're here to help. If your order arrives damaged, please notify us within 72 hours of delivery by emailing us at info@moonlightdesign.co.uk. We also ask that you attach photos of the damage and the packaging to your email.
Please note that failure to notify us within 72 hours of delivery may result in us having to charge for a replacement.
If your product is found to be faulty on arrival, please email us at info@moonlightdesign.co.uk with a detailed description of the fault and attached photos. We will be in contact to confirm the next steps, where we may arrange for a repair or replacement where possible.
- From the moment you place your online order you have up to 14 days (known as the cooling off period) after receiving your purchase to request a return*
- All products must be in their original re-saleable condition, with all original packaging intact, please keep in mind that we rely on reselling returned items, so kindly refrain from damaging item boxes by writing on them or using excessive tape or stickers. Unfortunately, we cannot provide refunds for items with seriously damaged boxes that cannot be resold.
- If you are in possession of the goods you are under the duty to retain them and take reasonable care of them.
- If the fitting is unsuitable or no longer required, you will need to return the fitting at your own cost using a trackable method (i.e. 1st class recorded or by courier).
- Once you have received the RMA number, you must post the item within 10 days or you may be charged a 20% restocking fee.
- Your refund may be refused if the fitting arrives back damaged due to insufficient packaging, is re-sealed using coloured tape or is sent back in anything other than the original packaging.
- We cannot accept returns on made-to-order items; including GlammFire products, Arcform, From the Anvil, Fritz Fryer, LedsC4, Graypants, KORN Lighting, Schwung and Collingwood Bespoke Wooden Bollards (unless faulty).
- *You will not have any right to cancel a purchase for the supply of any goods made to your specifications or clearly personalised or which by reason of their nature cannot be returned.
- Goods returned outside of the 14-day 'cooling-off period' may be accepted at our discretion and may be liable up to a 40% re-stocking fee.
