Refund policy
Website: https://moonlightjewel.com
Email: Moonlightjewel30@gmail.com
Phone: 8967326439
Business Name: Moonlight Jewel
Business Category: Jewellery and Watches
GSTIN: 19DPXPB7060A1ZS
Business Address: Uchitpur, Kerur, Sabang, Paschim Medinipur, West Bengal – 721155, India.
1. Introduction
At Moonlight Jewel, customer satisfaction is our priority. We aim to provide beautiful jewellery, stylish watches, and quality accessories that meet our customers' expectations. We understand that sometimes a product may not meet your expectations or may arrive damaged, defective, or different from what you ordered.
This Return and Refund Policy explains the conditions, procedures, and guidelines for requesting a return, replacement, or refund for products purchased through our website, https://moonlightjewel.com.
By placing an order on our website, you agree to the terms and conditions mentioned in this policy.
2. Return Eligibility
Customers may request a return if the purchased product meets the following conditions:
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The product received is damaged or defective.
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The product received is incorrect or different from the item ordered.
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The product has missing parts or accessories that were included in the original product listing.
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The product has a genuine quality issue that was not disclosed at the time of purchase.
To be eligible for a return, the product must generally meet these requirements:
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The return request must be submitted within 7 days of receiving the order.
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The product must be unused and in its original condition.
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Original packaging, tags, labels, boxes, and accessories must be retained wherever applicable.
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Proof of purchase or order confirmation must be provided.
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Clear photographs or videos may be requested to verify the issue.
All return requests are subject to inspection and approval by our customer support team.
3. Non-Returnable Products
For hygiene, safety, and product-protection reasons, certain products may not be eligible for return or exchange unless they arrive damaged, defective, incorrect, or are otherwise required to be accepted under applicable law.
These products may include:
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Earrings and personal jewellery items where hygiene restrictions apply.
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Products that have been used, worn, altered, or damaged after delivery.
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Jewellery or watches with missing original packaging or accessories.
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Products damaged due to improper handling or misuse by the customer.
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Items returned without prior approval from our customer support team.
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Products that have been customized or specially made according to customer requirements, where legally permitted.
This list does not limit any consumer rights available under applicable Indian law.
4. Damaged or Defective Products
At Moonlight Jewel, we take care to ensure that every order is packed properly before dispatch.
However, if you receive a damaged, defective, or broken jewellery or watch product, please contact us within 48 hours of delivery.
To help us resolve your issue quickly, please provide:
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Your order number.
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Your registered name and contact number.
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Clear photographs of the damaged or defective product.
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Photographs of the outer packaging, if damaged.
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A short unboxing video, if available.
Our team will review your complaint and determine the appropriate solution, which may include a replacement, refund, or another suitable resolution depending on product availability and applicable law.
5. Wrong Product Received
If you receive a product that is different from the one you ordered, please notify us within 7 days of delivery.
Please share your order details along with photographs of the product received. Once our team verifies the issue, we will arrange an appropriate resolution.
Depending on availability, we may offer a replacement with the correct product or provide a refund.
Customers should not return products without receiving instructions from our support team.
6. How to Request a Return
To request a return, customers must follow the steps below:
Step 1: Contact Us
Send an email to Moonlightjewel30@gmail.com or call 8967326439 with your return request.
Step 2: Provide Order Details
Include the following information:
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Full name.
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Order number.
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Date of purchase.
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Product name.
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Reason for requesting a return.
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Photographs or videos showing the issue, if applicable.
Step 3: Review and Approval
Our customer support team will review your request and inform you whether the product qualifies for a return.
Step 4: Return Instructions
If your return request is approved, we will share the return address and instructions.
Step 5: Product Inspection
After receiving the returned product, our team may inspect its condition before approving the replacement or refund.
7. Refund Policy
Once a returned product has been received and inspected, we will notify you about the approval or rejection of your refund request.
If approved, the refund will be processed through the original payment method wherever possible.
Refund processing may take approximately 5–10 business days after approval, depending on your bank, payment provider, or financial institution.
For Cash on Delivery (COD) orders, customers may be asked to provide accurate bank account or other eligible payment details for processing an approved refund.
Please note that the actual time taken for the refund to appear in your account may vary depending on the payment provider.
8. Replacement and Exchange Policy
Moonlight Jewel may offer replacement or exchange options for eligible products when:
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The product received is damaged.
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The product is defective.
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The wrong product has been delivered.
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The received item has a verified manufacturing or quality issue.
Replacement requests are subject to product availability.
If the same product is unavailable, we may offer an alternative resolution, including a refund, as appropriate.
Products must be returned in their original condition with all included accessories and packaging wherever applicable.
9. Order Cancellation Policy
Customers may request order cancellation before the order has been dispatched.
To cancel an order, contact our customer support team as soon as possible with your order number.
Once an order has been shipped or handed over to the delivery partner, cancellation may no longer be possible through our normal cancellation process.
If payment has already been made for an eligible cancelled order, the applicable refund will be processed to the original payment method.
10. Return Shipping Charges
For verified cases involving damaged, defective, incorrect, or incomplete products, Moonlight Jewel will determine an appropriate return shipping arrangement in accordance with applicable consumer protection requirements.
For other approved returns, return shipping charges may be the customer's responsibility where legally permitted and communicated in advance.
Customers should not send products through an unauthorized courier or to an unconfirmed address.
11. Refund Exceptions
Refunds may not be approved in situations where:
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The product has been damaged due to customer negligence.
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The product has been used, modified, or altered.
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The return request is submitted outside the applicable return period without a valid reason.
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The returned product does not match the original item supplied.
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Required accessories or components are missing without a valid explanation.
However, every complaint will be reviewed fairly, and nothing in this policy excludes remedies available under applicable consumer protection laws.
12. Jewellery and Watch Care
To maintain the appearance and condition of your jewellery and watches, we recommend following the product-care instructions provided with the item.
Avoid unnecessary exposure to water, perfumes, chemicals, cosmetics, and rough handling where these may affect the product.
Please store jewellery and watches safely when not in use. Damage resulting from improper care or misuse may not qualify for a return or replacement unless covered by applicable consumer rights or product warranty terms.
13. Late or Missing Refunds
If you have not received your approved refund within the expected processing period, please follow these steps:
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Check your bank account or payment application.
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Contact your bank or payment service provider.
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Check whether the refund is still being processed.
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Contact Moonlight Jewel customer support with your order number and refund details.
Our team will assist you in checking the status of your refund.
14. Customer Support
For questions, complaints, return requests, exchanges, or refund-related assistance, please contact us using the details below.
Business Name: Moonlight Jewel
Website: https://moonlightjewel.com
Email: Moonlightjewel30@gmail.com
Phone: 8967326439
Address: Uchitpur, Kerur, Sabang, Paschim Medinipur, West Bengal – 721155, India.
GSTIN: 19DPXPB7060A1ZS
Our customer support team will make reasonable efforts to respond to your queries and resolve concerns as quickly as possible.
15. Policy Updates
Moonlight Jewel reserves the right to update, modify, or revise this Return and Refund Policy whenever necessary.
Any changes will be published on this page with the updated effective date. Customers are encouraged to review this page periodically to stay informed about our latest return and refund guidelines.
16. Legal Compliance
This policy is intended to operate in accordance with applicable Indian laws, including the Consumer Protection Act, 2019, and the Consumer Protection (E-Commerce) Rules, 2020, as amended from time to time.
Nothing in this policy is intended to restrict, exclude, or waive any statutory rights or remedies available to customers under applicable Indian law.
17. Final Statement
At Moonlight Jewel, we value your trust and confidence. Our goal is to make your online jewellery and watch shopping experience convenient, transparent, and enjoyable.
We appreciate your understanding and cooperation with our return and refund procedures. Thank you for choosing Moonlight Jewel. We look forward to serving you with beautiful products and reliable customer support.