Refund policy
Return Portal
You can easily make your return through our Return Portal. Simply select the items you want to send back and follow the next steps.
Submitting your return in the Return Portal counts as your declaration of withdrawal. You do not need to inform us separately.
Return Portal - Withdraw from contract
Right of Withdrawal
Consumers have the following right of withdrawal. A consumer is any natural person who concludes a legal transaction for purposes that are predominantly outside their trade, business or self-employed profession.
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If several goods of one order are delivered separately, the period starts on the day on which you or a third party indicated by you acquires physical possession of the last good.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an e-mail) to:
MOONAERA Haller & Stecker GbR
Bergstraße 12
88441 Mittelbiberach
Germany
support@moonaera.com
You can also exercise your right of withdrawal online via our Return Portal at www.moonaera.com/apps/returns. If you use this online function, we will send you an acknowledgement of receipt on a durable medium (e.g. by e-mail) without undue delay, containing information on the content of your declaration of withdrawal and the date and time of its receipt.
You may use the model withdrawal form below, but it is not obligatory.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Condition of Returned Items
You may examine the items as you would in a store, for example by trying on clothing once indoors to check size and fit.
If an item shows signs of handling beyond this, we are entitled to compensation for the resulting loss of value, which we will offset against your refund. This applies in particular to items that:
- have been washed, worn outside or worn for a longer period,
- show stains, make-up or deodorant residue, pet hair or damage,
- smell of perfume, smoke or other odours,
- have had their original tags removed or cut off.
Depending on the condition of the item, the compensation can amount to up to the full purchase price. We check and document the condition of every return upon arrival.
Your right of withdrawal itself is not affected by this.
Return Shipping
Please send your return sufficiently prepaid. Postage-due parcels cannot be accepted.
Please pack the items securely so that they are not damaged in transit. We recommend using a tracked shipping service and keeping your proof of shipment until your return has been processed.
Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to goods which are made to the consumer's specifications or are clearly personalised.
Defective or Incorrect Items
Please check your order upon receipt and contact us as soon as possible if an item is defective, damaged in transit or incorrect. This is handled under the statutory warranty rights, which remain unaffected, and not as a withdrawal.
Normal wear and tear as well as damage caused by improper use or care (e.g. washing or drying contrary to the care label) are not defects.
Exchanges
For exchanges, the fastest way is to return the item and place a new order for the item you want.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract and are not using our Return Portal.)
To: MOONAERA Haller & Stecker GbR, Bergstraße 12, 88441 Mittelbiberach, Germany, support@moonaera.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
If you have any questions about your return, you can reach us via our contact form:
