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Returns Details

How to Return

1. Email sales@moonlightdesign.co.uk with your order number, the item(s) you wish to return and why you want to return your order

2. 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) 

3. Attach a piece of paper or label to your return with your RMA number clearly stated

4. Take it to your local post office, book a courier collection/ drop off service (we use Interparcel)

5. Make sure you keep your proof of postage and keep an eye out for an email from our returns team

Faulty Items

In the unlikely event that you receive a faulty item or damaged item, please get in touch with our friendly customer support team who will be on hand to resolve any issues: info@moonlightdesign.co.uk

If your order arrives damaged, you must notify us within 3 days of receipt

Returns Policy

- All products must be in their original re-saleable condition, with all original packaging intact.

- 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 will 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 EcoSmart firepits, tables and bowls, GlammFire products and Collingwood 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.

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