Refund Policy
Refund & Returns Policy
We stand behind every Moonskin product. But we also believe in being upfront about how our policy works, so there are no surprises on either side.
When you are eligible for a refund or replacement:
We will make it right if any of the following apply:
- You have a confirmed allergic reaction to one of our ingredients
- The product causes an adverse skin or scalp reaction
- Your order arrived damaged, broken, or in poor condition
What is not covered:
Hair and skin care is not one-size-fits-all. Not every product works the same for every person, and we don't think that's a fair reason for a refund. "It didn't work for me" is not grounds for a return.
If you're not seeing the results you hoped for, please reach out. We'll take the time to understand your hair or skin and may suggest a more suitable product from our range at a discounted price, or offer guidance through a call or message.
How the process works:
- Raise your issue within 7 days of receiving your order. Claims submitted after this window will not be considered.
- Contact us with your order number, a description of the issue, and photos where applicable.
- If your claim is approved, we will provide a return address. The product must be sent back to us before any resolution is processed. Return shipping costs are the customer's responsibility, except in cases of damaged or incorrect orders.
- Once we receive the returned product, please allow 5 to 7 business days for our team to assess the item and process your resolution.
How compensation works:
Depending on the situation, we will offer one of the following:
- Replacement product
- Moonskin store gift card
- Money refund
We assess each case individually and will communicate the resolution clearly once assessed.
How to reach us:
📩 support@moonskin.co