Política de reembolso

Return & Refund Policy

At Moonlure, every necklace is custom-made using the photo you provide. Because each piece is personalized and created specifically for you, our return policy is limited and carefully structured.

By placing an order with us, you agree to the terms below.

30-Day Limited Return Policy

You have 30 calendar days from the date of delivery to request a return only if the item arrives damaged, defective, or incorrect.

Due to the personalized nature of our products, we do not accept returns for:

  • Change of mind

  • Personal preference

  • Incorrect photo upload

  • Ordering mistakes

  • Delays caused by shipping carriers

Personalized items cannot be returned once production has started, except in verified cases of damage or manufacturing defect.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If your item arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery at:

📩 moonlure.info@gmail.com


Please include:

  • Your order number

  • Clear photos of the item

  • Clear photos of the packaging

Failure to provide photographic evidence may result in denial of the claim.

Once reviewed, we will determine the appropriate resolution, which may include a replacement or refund at our discretion.

Return Authorization & Address

Returns will only be accepted if previously authorized by our team.

If approved, the item must be shipped to:

Paseo de Lisboa 25
Fuenlabrada
Madrid
Spain

Customers are responsible for return shipping costs unless otherwise agreed in writing.

We are not responsible for lost, stolen, or undelivered return shipments.

International Orders

We ship worldwide.

Please note:

  • Customers are responsible for any customs duties, taxes, or import fees required by their country.

  • Delivery times may vary depending on destination and customs processing.

  • We are not responsible for delays caused by customs authorities or shipping carriers.

Refusal to pay customs fees does not qualify for a refund.

Cancellations

Orders may be canceled within 12 hours of purchase.

After this period, production may have already begun, and cancellations cannot be guaranteed.

Exchanges

We do not offer exchanges for personalized products.

If a defect is confirmed, we will provide a replacement at no additional cost.

Refunds

Once we receive and inspect an approved return, we will notify you of the refund decision.

If approved:

  • Refunds will be issued to your original payment method within 10 business days.

  • Processing times may vary depending on your financial institution.

If more than 15 business days have passed since approval, please contact us at moonlure.info@gmail.com.

Consumer Rights

This policy does not affect any mandatory rights you may have under applicable local consumer protection laws. However, exemptions for personalized goods may apply in your jurisdiction.