Refund policy
Refund & Returns Policy
Your Legal Rights
This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. You have the right to cancel your order and receive a full refund in accordance with applicable UK law.
Cancellation & Cooling-Off Period (Standard Items)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item without giving any reason. To exercise this right, you must notify us of your decision to cancel within this 14-day period by contacting us at moontrip.sleep@gmail.com with your order number.
Once you have notified us, you have a further 14 days to return the item to us. We will process your refund within 14 days of receiving the returned goods, to your original payment method.
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
Items must be unused, in their original packaging, and in the same condition as received.
Made-to-Order Items (Robes)
Our robes are crafted specifically to order and are therefore exempt from the standard cancellation right under the Consumer Contracts Regulations 2013 (Regulation 28(1)(b) — goods made to the consumer's specifications).
This exemption applies only because you are clearly informed of it before purchase. If your made-to-order item arrives faulty or damaged, contact us within 7 days of delivery with photos and we will arrange a replacement or full refund in line with the Consumer Rights Act 2015.
Faulty or Incorrect Items
If any item arrives damaged, defective, or not as described, you are entitled to a repair, replacement, or full refund under the Consumer Rights Act 2015. Please contact us within 30 days of delivery for a full refund, or within 6 months for a repair or replacement.
Non-Returnable Items
- Made-to-order products (unless faulty or not as described)
- Items returned outside the 14-day return window
- Items not in their original condition
Refund Processing
Refunds will be issued to your original payment method within 14 days of us receiving your returned item. You will be notified by email once your refund has been processed.
Contact Us
To initiate a return or cancellation, or if you have any questions, please contact us at moontrip.sleep@gmail.com. We aim to respond within 2 business days.