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Refund policy

Last Updated: 30 June 2026

At 10moonsuk, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, refunds and exchanges. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected by this policy.

 

 

1. Your Right to Cancel (Online Orders)

If you purchase goods from our website, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, you must notify us by email before the 14-day cancellation period expires.

Once you have informed us, you must return the goods within 14 days.

Items must be unused, in their original condition and, where possible, in their original packaging.

 

 

2. Faulty, Damaged or Incorrect Items

If your order arrives:

  • Damaged
  • Faulty
  • Defective
  • Not as described
  • Incorrectly supplied

please contact us as soon as possible, preferably within 48 hours of delivery.

Where a product is confirmed to be faulty or supplied in error, we will offer one of the following, in accordance with UK consumer law:

  • A replacement
  • A repair (where appropriate)
  • A full refund

We will also cover any reasonable return postage costs for faulty or incorrectly supplied goods.

 

 

3. Standard Returns

If you simply change your mind, you may return eligible products within the cancellation period described above.

Returned products must:

  • Be unused and in a resalable condition
  • Include all original accessories, cables and manuals
  • Be returned, where possible, in the original packaging
  • Include proof of purchase or your order number

Unless the item is faulty or we made an error, you are responsible for the cost of returning the goods.

 

 

4. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome.

If your refund is approved, we will issue it using your original payment method.

Refunds are normally processed within 5 to 10 working days, although the time taken for the funds to appear in your account may vary depending on your bank or payment provider.

Original standard delivery charges will also be refunded where required by law.

 

 

5. Exchanges

If you receive a faulty or damaged product, we may offer a replacement subject to stock availability.

If you ordered the wrong item or changed your mind, we recommend returning the item for a refund (where eligible) and placing a new order.

 

 

6. Non-Returnable Items

We cannot accept returns for:

  • Products that have been used, damaged or altered after delivery (unless faulty)
  • Items returned without sufficient packaging causing damage during return transit
  • Gift cards or digital products (where applicable)
  • Products excluded from cancellation rights under UK consumer law

This does not affect your statutory rights if the goods are faulty or not as described.

 

 

7. Return Process

To request a return or refund:

  1. Contact us at support@10moons.uk with your order number and the reason for your return.
  2. We will provide return instructions.
  3. Package the item securely and return it using the method advised.
  4. Once we receive and inspect the returned item, we will process your refund or replacement where applicable.

Please do not return items without contacting us first, as this may delay processing.

 

 

8. Return Shipping Costs

  • If the item is faulty, damaged, incorrect or not as described, we will reimburse reasonable return postage costs or provide a prepaid return label where appropriate.
  • If you are returning an item because you changed your mind, you are responsible for the return shipping costs.

 

 

9. Late or Missing Refunds

If you have not received your refund after 10 working days:

  • Check your bank account again.
  • Contact your card issuer or payment provider, as processing times may vary.
  • If you still have not received your refund, please contact us at support@10moons.uk.

 

 

10. Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes in our business or legal requirements.

The latest version will always be published on this page with the updated revision date.

 

 

11. Contact Us

If you have any questions about returns or refunds, please contact us:

10moonsuk

Email: support@10moons.uk