Exchange & Return Policy
Return & Exchange Policy
At Moonva, every product is carefully designed, personalized, packaged, and quality-checked before dispatch. Since most of our products are customized and made to order, our return and exchange policy is outlined below.
Eligibility for Returns / Exchanges
Returns or exchanges are accepted only in the following situations:
The product received is damaged
The product received is defective
The wrong item was delivered
Customers must inform us within 48 hours of delivery and provide clear photos or videos as proof of the issue.
Non-Returnable Items
The following products are not eligible for return or exchange:
Personalized or customized gifts with names, photos, text, or messages
Used or opened products
Items damaged due to improper handling after delivery
Products that have been unsealed after delivery
Items with minor color or design variations due to screen display, printing, or lighting differences
Orders with incorrect personalization details provided by the customer
Exchange / Replacement Process
After verifying the issue:
Moonva will arrange a replacement or exchange of the product
Replacement will be dispatched after the returned item is received or after the issue is verified
Delivery timelines for exchanges may vary depending on product availability and customer location
Refund Policy
Refunds will be issued only if a replacement is not possible.
Approved refunds will be processed to the original payment method within 7–10 business days
Shipping charges are non-refundable, unless the issue occurred from our side
Return Shipping
If the mistake is from our side (damaged, defective, or wrong product), Moonva will arrange the return shipping
In other situations, customers may need to bear the return shipping cost
Contact Support
For return or exchange requests, please contact our support team with:
Order ID
Description of the issue
Photos or videos as proof
Our support team will review the request and assist you promptly and professionally.
