Refund and Returns Policy

At MoonCloths (mooncloths.store), customer satisfaction is our top priority. We want every lady to shop with full confidence. If for any reason you are not completely satisfied with your purchase, our easy return and refund process is here to help you.

Please read this policy carefully before placing your order. By shopping at MoonCloths, you agree to the terms stated below.

We believe in hassle-free returns — because your comfort and trust matter more to us than anything else.

1. Return Eligibility — Who Can Return?

You are eligible to return a product if ALL of the following conditions are met:

Return request is made within 7 days of receiving your order
Item is unused, unworn, and unwashed
Item is in its original condition — no stains, no damage, no alterations
Item is returned in its ORIGINAL packaging (original bag, box, tags, and wrapping intact)
You have proof of purchase (order number or receipt)

Important: Items returned WITHOUT original packaging will NOT be accepted. Please keep all packaging until you are fully satisfied with your order.

2. Items That CANNOT Be Returned

For hygiene and safety reasons, the following items are strictly non-returnable:

Undergarments, panties, bras, and briefs that have been tried on or used
Items that have been washed or altered
Sale items or products purchased during special promotions
Items returned after 7 days of delivery
Products with removed tags or damaged original packaging
Customized or specially stitched items made to your measurements
Items with signs of use, perfume, deodorant, or any stains

Hygiene Advisory: Due to the intimate nature of our products (undergarments, nighties, innerwear), we strictly cannot accept returns on items that appear to have been used or tried on. This policy protects all our customers.

3. What CAN Be Returned?

The following situations qualify for a return or exchange:

Wrong Item Received: We sent you a different product than what you ordered
Wrong Size Received: The size delivered is different from what you selected
Damaged Product: Item arrived torn, broken, or with a manufacturing defect
Incomplete Order: A product is missing from your order
Color Mismatch: Color is significantly different from what was shown online

4. How to Request a Return — Step by Step

Returning an item at MoonCloths is simple. Follow these steps:

Step 1 — Contact Us Within 7 Days: WhatsApp or email us within 7 days of receiving your order. Do NOT send the item back without contacting us first.

Step 2 — Share Your Details: Send us your Order Number, your name, reason for return, and clear photos of the item and its packaging.

Step 3 — Get Approval: Our team will review your request within 24-48 hours and send you a return confirmation.

Step 4 — Pack the Item: Repack the item in its ORIGINAL packaging — same bag, same tags, same wrapping. Do not use different packaging.

Step 5 — Send the Item Back: Send the item via TCS, Leopards, or any reliable courier to our address. Share the tracking number with us.

Step 6 — Refund or Exchange Processed: Once we receive and inspect the item, your refund or exchange will be processed within 5-7 business days.

Tip: Take photos of your item AND packaging before sending it back. This protects you in case of any dispute during transit.

5. Refund Methods

Once your return is approved and item is received, we will refund you through your preferred method:

EasyPaisa: Refund sent to your registered EasyPaisa account
JazzCash: Refund sent to your registered JazzCash account
Bank Transfer: Direct transfer to your bank account (provide IBAN)
Store Credit: Credit added to your MoonCloths account for future purchases

Refunds are processed within 5 to 7 business days after we receive and inspect your returned item. You will receive a confirmation message once the refund is sent.

Cash on Delivery (COD) orders: Refunds for COD orders are processed via EasyPaisa, JazzCash, or bank transfer only. Cash refunds are not available.

6. Exchange Policy

We happily offer exchanges for the following reasons:

Wrong size — exchange for the correct size (subject to availability)
Wrong color — exchange for the color you originally ordered
Manufacturing defect — exchange for a brand new item

For exchanges, the same return conditions apply — item must be in original, unused condition with original packaging within 7 days.

Delivery charges for sending the exchange item back to us are the customer’s responsibility. We will cover the delivery charges for sending the new item to you.

7. Delivery Charges for Returns

Wrong/Damaged Item: MoonCloths will pay for return delivery charges
Size Exchange (your preference): Customer pays return delivery charges
Change of Mind: Customer pays return delivery charges

8. Damaged or Wrong Item — Special Policy

If you receive a damaged, defective, or wrong item, please contact us within 48 hours of delivery. We will:

Immediately arrange a free replacement at no extra cost to you
Cover all return delivery charges
Offer a full refund if the replacement is not available
Process your case as top priority within 24 hours

Please share clear photos of the damaged or wrong item within 48 hours. Without photos, we may not be able to process the claim.

9. Discreet & Confidential Returns

We understand that returning ladies’ undergarments and intimate wear can feel personal. MoonCloths ensures:

All return communications are handled with complete privacy and respect
Your return details are never shared with anyone
Our customer service team is trained to handle all returns professionally and discreetly
Return packages you send back should also be in plain, sealed packaging

10. Contact Us for Returns

For all return and refund requests, please contact us through:

MoonCloths Customer Support

WhatsApp: 0300-XXXXXXX (Fastest Response)

Email: returns@mooncloths.store

Website: mooncloths.store

Support Hours: Monday to Saturday, 9:00 AM – 6:00 PM

Location: Pakistan