Refund policy

Return and Refund Policy

Last updated: 04.05.2026

Returns Policy (30 Days)

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unused, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, please contact us at care@mooncee.com. Returns must be sent to the address provided by our customer support team.

Return Process

Once your return request is approved, our customer support team will provide return instructions.

Depending on the return reason and location, we may arrange a pickup or provide return shipping guidance. This does not imply free return service or free pickup unless explicitly confirmed in writing. Applicable charges will apply as per this policy.

Return Shipping & Charges

For returns due to change of mind, incorrect size selection, exchange requests, or any non-defective reason, the customer will be responsible for return shipping or pickup charges.

A minimum return handling/collection charge of AED 20 applies. The actual return cost will be based on logistics charges depending on product size, category, and pickup location within the UAE, with AED 20 as the minimum charge.

The return shipping or collection charge will be based on actual logistics cost and will be deducted from the eligible refund amount.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and resolve it accordingly.

Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods
  • Custom or personalized products
  • Personal care and hygiene products (including lingerie, undergarments, swimwear, sports bras, hosiery, socks, and related hygiene products)
  • Makeup and cosmetic products
  • Hazardous materials, flammable liquids, or gases
  • Used, damaged, or altered items
  • Products with missing or tampered serial numbers
  • Sale items and gift cards

All items must be used strictly as per instructions. Customers are responsible for checking product composition to avoid allergic reactions.

Exchanges

The fastest way to get the correct item is to return the original item (if eligible) and place a new order once the return is approved.

Refunds

Once we receive your return, it will be inspected and you will be notified whether your refund has been approved.

Refunds will only be processed after successful inspection and approval of the returned item.

If approved, refunds will be processed within 10 business days after approval.

Refund processing times may vary depending on your bank or payment provider.

Refund Conditions

  • Original shipping fees are non-refundable.
  • Return shipping or pickup charges, including the AED 20 minimum return handling/collection charge (where applicable), will be deducted from the refund.
  • Refunds are only processed after return inspection and approval.

Payment Method Refund Rules

  • Cash on Delivery (COD): Refunds for COD orders will be processed in cash through our courier partner at the time of return pickup/collection, where available. If cash refund is not feasible due to logistics or location, the refund will be processed via bank transfer after return approval and inspection.
  • Credit/Debit Card: Refunds will be issued back to the original payment method used at the time of purchase. Depending on the bank or payment provider, it may take additional time for the amount to reflect in your account.

Order Cancellation

Orders cancelled before shipping will receive a full refund. If the order has already been shipped, standard return policy terms will apply.

Pricing Errors

In case of pricing errors due to technical issues or typographical mistakes, Mooncee reserves the right to cancel or refuse such orders. If payment has already been processed, a full refund will be issued.

Refund Delay Support

If more than 15 business days have passed after refund approval, please contact us at care@mooncee.com.