Customer Promise
Returns & Exchanges
Shop with confidence. We offer a 365-day return policy β no questions asked.
365-Day Returns
A full year to decide
Free Collection
We pick up at no charge
Full Refund
Back to original payment
Our Return Policy
At MoonHome, we want you to love every piece of furniture you bring home. If for any reason you are not completely satisfied, you may return any item within 365 days of the delivery date for a full refund or exchange.
We believe in making returns as easy as possible. Simply contact us, and we will arrange free collection from your address. No need to transport heavy furniture yourself.
β Return Conditions
To be eligible for a return or exchange, items must meet the following conditions:
- β’ Unused and in original condition
- β’ Original packaging intact
- β’ All parts and accessories included
- β’ Assembly instructions included
- β’ Returned within 365 days
- β’ Proof of purchase available
- β’ Items damaged by misuse
- β’ Assembled items (unless defective)
- β’ Items modified or altered
- β’ Missing parts or accessories
- β’ Returns after 365 days
- β’ Custom or special-order items
π How to Return
Contact Us
Email hello@moonhome.me with your order number, the item(s) you wish to return, and the reason. Include photos if the item is damaged.
Receive Return Authorisation
Our team will review your request and respond within 1 business day with a Return Authorisation (RA) number and collection instructions.
Prepare the Item
Repack the item in its original packaging with all parts and accessories. Write your RA number on the outside of the package.
Free Collection
We will schedule a free collection from your address at a time convenient for you. No need to drop off anywhere.
Refund Processed
Once we receive and inspect the item (1β2 business days), your refund will be processed within 2 business days. Funds appear in your account within 5β7 business days depending on your bank.
π Exchanges
Want a different colour, size, or model? We make exchanges simple. Follow the same return process above and let us know what you would like instead.
- β’ Exchange for any item of equal or greater value
- β’ If the new item costs more, pay only the difference
- β’ If the new item costs less, we refund the balance
- β’ Exchange delivery is free for the replacement item
Need to start a return?
Email us with your order number and we will take care of the rest.
Email hello@moonhome.me