RETURNS & REFUND POLICY

Returns

We take great pride in our products and always strive for perfection but if for any reason you are not satisfied with your order, please email us immediately on firstmoonlondon@gmail.com and we will be happy to help.

 

To be eligible for a return, your item must be in the same condition that you received it, unused, unlit and in its original packaging.  You’ll also need the receipt or proof of purchase.

 

If your order is damaged, we may ask for photos of the item in the first instance.  The item(s) must be returned back to us within 14 days of purchase.  Once received, the goods will be checked and authorise the replacement or refund.

 

Items no longer required must be returned at your cost - we are unable to cover the postage costs of returns if the item(s) are not faulty.  We recommend you return your order using a tracked service as we can’t process your return until we receive the goods.

Please note: items must be returned in a re-sellable condition with original packaging within 14 days of purchase in order to qualify for a refund.  The cost of the goods will be refunded to you once product(s) have been returned and approved for a refund by a member of our team.

 

 

 

Damaged or Lost Goods

Our deliveries are always packed with care using sustainable, plastic-free and recyclable packaging.  If your order arrives damaged, we’ll simply ask for photographic proof and then we will be able to provide a replacement or refund.  We ask that you reach out to us before any products are used as we sadly cannot provide a refund for a used product.

 

 

 

Exchanges

Unfortunately we do not offer exchanges.  However, if you change your mind after receiving your order, you may return it and place a new order.  Please note, the original product must be unused in order to get a refund.

 

 

 

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not.  If approved, you’ll be automatically refunded on your original payment method within 10 business days. 

Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

If more than 15 business days have passed since we’ve approved your return, please contact us at firstmoonlondon@gmail.com

 

 

Last updated: May 2024