Return policy

There are several reasons why products may be returned. It is important to take into account certain CONDITIONS that must be met depending on the type of return.

1. RETURN FOR WITHDRAWAL OF PURCHASE OF THE PRODUCT
   If you are not satisfied upon receipt of your order, you may return it by exercising your right of withdrawal within 14 calendar days from the date of delivery, in accordance with the provisions of article 102 of the TRLGDCU. This period begins when you, or a third party designated by you other than the carrier, acquires physical possession of the product.
   To proceed with the return, you must fill out the following withdrawal form: RETURN OF PURCHASE FORM
   IMPORTANT:
   For the return to be accepted, the product must be in the same condition as it was delivered.
   It is necessary that the customer packs the product in its original packaging. The product must be in perfect condition, without dirt, stains, odors, damage or deterioration.
   CONSEQUENCES OF WITHDRAWAL:
   Moonap will reimburse all payments received from the consumer, including delivery costs if applicable, without undue delay and, in any case, before 14 calendar days from the date of notification of the decision to withdraw from the contract.
   However, pursuant to Article 107.3 of the TRLGDCU, Moonap may withhold reimbursement until it receives the returned goods or proof of return, depending on which condition is met first.
   Refunds will be made using the same payment method that the consumer used for the initial purchase, unless the consumer expressly indicates otherwise and provided that no additional costs are incurred for doing so.
   The cost of returning the order to Moonap's facilities is €70. If the consumer selects a delivery method that is more expensive than the cheapest standard method, we will not be obliged to reimburse these additional costs.
   CONSUMER OBLIGATIONS AND RESPONSIBILITY IN CASE OF WITHDRAWAL:
   The consumer must return the products to Moonap without undue delay and, in any case, within 14 calendar days following notification of withdrawal. The deadline will be deemed to have been met if the return is made before the end of those 14 days.
   The consumer will only be responsible for the direct costs of returning the products. We will collect the products from wherever they are stored. This service does not include packaging or disassembly.
   EXCEPTIONS TO THE RIGHT OF WITHDRAWAL (Article 103 TRLGDCU):
   The right of withdrawal does not apply to contracts relating to:
   Sealed goods that are not suitable for return due to clearly personalized reasons.
2. RETURN DUE TO PRODUCT BREAKAGE/DAMAGE DURING SHIPPING
   Goods must be inspected by the customer upon delivery.
   1. Apparent damage: If a package arrives damaged, please indicate this on the delivery note (mandatory condition for claims for breakage or damage during transport). Otherwise, claims will not be accepted.
      If the goods are received by a third party, the buyer must inform them that they must be checked. You are responsible for any loss or damage if someone signs on your behalf without carrying out the necessary checks.
   2. Hidden damage: If upon opening the box that is apparently in good condition you find damage, report the incident to Moonap as soon as possible after receipt so that we can manage it with the transport company.
      If the products show obvious transport damage, please inform the carrier and Moonap immediately. This does not affect your warranty rights but facilitates our claims against the supplier.
3. RETURN DUE TO ORDER SHIPPING FAILURE/ERROR
   If you have not received any product from your order, the product is different from the one requested or does not meet its characteristics, please notify us of the incident.
   In the event of a shipping error, Moonap will cover the costs of collecting the incorrect product and delivering the correct one.