Returns & Refunds

Returns & Refunds

 

Moonrobe Handcrafted Products

 

Moonrobe boxes are individually handcrafted and personalised. Because each piece is made to order, the return and refund process follows special rules to protect both the customer and the maker.

14-Day Return Window

 

All orders include a 14-day return window starting from the day of delivery.

The wooden box must be in original condition. Damage to the gift wrapping does not prevent a return.

Returning Personalised Products

 

Eligible for Return

  • the wooden box arrived damaged
  • pyrography is incorrect or incomplete
  • the product does not match the order details
  • shipping damage can be clearly proven

Not Eligible for Return

  • damage during unboxing
  • damage during gifting
  • product has been used
  • incorrect personalisation details were provided
  • product damaged during return shipment

Partial Refund – When It Applies

 

A partial refund is available only when:

  • the gift wrapping (brown paper, string) is damaged
  • the wooden box is completely undamaged
  • the customer must re-wrap the gift

This can occur only if the outer shipping box was severely damaged or exposed to moisture.

 

Partial Refund Not Available

  • gift wrapping is intact
  • wooden box is damaged (full refund category)
  • damage occurred during unboxing or gifting
  • damage cannot be proven with photos or video

Full Refund – When It Applies

 

  • wooden box is damaged
  • pyrography is incorrect
  • product does not match the order
  • shipping damage is documented

A full refund is issued once the product is returned and inspected.

Documentation for Every Order

 

  • photos of the finished product
  • video of the final inspection
  • photos of packaging steps
  • photo of the parcel with the shipping label

Failed Delivery Attempts

 

Courier Error

The parcel may be reattempted, redirected, or returned. Courier insurance may apply.

 

Recipient Does Not Collect

No automatic refund is issued. Once returned, the parcel can be resent or partially refunded.

Incorrect Personalisation Details

 

Refunds are not available if incorrect details were submitted, as the product is personalised.

Summary

 

The Moonrobe return and refund system is clear, fair, and protects the value of handcrafted personalised products.