Refund policy

Moonova™ Refund & Return Policy

Last Updated: June 26, 2026

At Moonova™, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Refund & Return Policy carefully before requesting a return or refund.

Return Eligibility

You may request a return within 7 days of receiving your order if:

  • The product is damaged upon delivery.

  • You received the wrong item.

  • The product has a manufacturing defect.

  • The item is unused, unwashed, and in its original condition with all tags, accessories, and original packaging.

Moonova™ reserves the right to inspect returned products before approving any refund or exchange request.

Return Window

All return requests must be submitted within 7 days of receiving your order.

Requests received after this period may not be eligible for a return or refund.

Damaged Product Procedure

If your order arrives damaged:

  1. Contact Moonova™ within 24 hours of delivery.

  2. Share your order number.

  3. Provide clear photos or a short video showing:

    • The damaged product

    • The original packaging

    • The shipping label

Our support team will review your request and respond as quickly as possible.

Wrong Product Procedure

If you receive the wrong product:

  • Notify Moonova™ within 24 hours of delivery.

  • Share photos of the product received.

  • Once verified, we will arrange a replacement at no additional cost.

Missing Item Procedure

If any item is missing from your order:

  • Contact Moonova™ within 24 hours after delivery.

  • Include your order number and details of the missing item.

Our team will investigate and resolve the issue promptly.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

  • Personal care and hygiene products that have been opened or used

  • Cosmetic products after use

  • Products damaged due to misuse, negligence, or improper handling

  • Clearance, promotional, or final sale items (unless damaged)

  • Gift cards or digital products (if applicable)

Refund Approval Process

Once your returned item is received and inspected, Moonova™ will notify you regarding the approval or rejection of your refund request.

Refund approval depends on whether the returned item meets the conditions outlined in this policy.

Refund Timeline

Approved refunds are generally processed within 5–10 business days after the inspection is completed.

Processing times may vary depending on your payment provider or bank.

Refund Method

Refunds will be issued using the original payment method whenever possible.

For Cash on Delivery (COD) orders, approved refunds may be processed through a bank transfer or another mutually agreed method.

Customer Support

For any refund or return inquiries, please contact us:

Email: moonova.pk@gmail.com

Phone: 0370 9898761

Moonova™ is committed to resolving all customer concerns fairly and efficiently.