Refund and Returns

At MOONSTONE, your satisfaction is at the heart of what we do. With over six years of experience in providing premium aromatherapy diffusers to our valued customers across Europe, we stand behind the quality of our products. This policy outlines your rights and our procedures for returns and refunds, ensuring a transparent and fair process.

1. Your Consumer Rights in the European Union

In accordance with EU consumer protection laws, you are entitled to certain guarantees. When you purchase from MOONSTONE, you have the right to:

  • ✅ A minimum 2-year guarantee against faulty goods.
  • ✅ A 14-day cooling-off period (right of withdrawal) to return your order for any reason.
  • ✅ A repair, replacement, or refund if the products you receive are faulty, not as described, or not fit for purpose.

2. “Change of Mind” Returns (Right of Withdrawal)

We want you to be completely happy with your purchase. If you change your mind, we offer a generous 30-day return policy from the date you receive your order.

To be eligible for a change-of-mind return:

  • The item must be unused, in its original, unopened packaging, and in the same condition that you received it.
  • You must provide proof of purchase (your order number or receipt).
  • Return shipping costs are the responsibility of the customer. We recommend using a trackable shipping service.

Once we receive and inspect your returned item, we will issue a refund to your original method of payment within 7-10 business days.

Please note: “Change of mind” returns do not apply to gift cards.

3. Faulty, Damaged, or Incorrect Product Returns

If your aromatherapy diffuser arrives damaged, is defective, or is not the item you ordered, please contact us immediately.

  1. Contact us within 14 days of receiving the item at [email protected]. Please provide:
    • Your order number.
    • A clear description of the issue.
    • Photos or a short video showing the damage or fault.
  2. Our support team will assess the issue and provide you with a pre-paid return shipping label at no cost to you.
  3. Once we receive the item, you can choose from the following options:
    • 🔄 A replacement with the same model (subject to stock availability).
    • 💳 A full refund, including any original shipping costs you paid.
    • 🔧 A repair of the product under its warranty.

4. Warranty Claims

All MOONSTONE aromatherapy diffusers come with a 24-month (2-year) warranty from the date of purchase. This warranty covers:

  • Electrical failures or malfunctions.
  • Defects in manufacturing and workmanship.
  • Components that are non-functional under normal use.

The warranty does not cover:

  • Damage caused by improper use, such as mineral buildup from using tap water instead of distilled water (please follow the user manual).
  • Physical damage from drops, impacts, or accidents.
  • Damage caused by using corrosive or non-approved essential oils that may clog or damage the unit.
  • Normal wear and tear.

5. The Return Process Step-by-Step

Step 1: Contact our support team by emailing [email protected]. Please include:

  • Your full name and order number.
  • The name of the product you wish to return.
  • A clear reason for the return (e.g., change of mind, faulty item). For faulty items, please attach evidence like photos or a video.

Step 2: Our team will review your request and respond within 24-48 business hours with further instructions and, if applicable, a return shipping label.

Step 3: Securely package the item, including all original packaging and accessories, and send it to the return address provided by our team.

6. Refund Processing Timeline

Return Type Processing Time After Receipt & Inspection
Change of Mind 7-10 business days
Faulty / Damaged Item 3-5 business days

7. Situations Where a Return May Not Be Accepted

We reserve the right to refuse a return or refund if:

  • ⚠️ The item is returned after the 30-day period for a change-of-mind request.
  • ⚠️ The product shows clear signs of misuse, physical damage, or neglect.
  • ⚠️ The item was not purchased directly from our website, https://moonstonehome.com/.

8. Contact Us

For any questions about our Refund and Returns Policy, please don’t hesitate to reach out. The fastest way to get in touch is by email.