Product return policy

Changed your mind about a product?

We understand that there may be situations where a product does not meet your expectations. Therefore, we offer you the possibility to return any purchased product within 14 calendar days from the date of receipt, according to the legislation in force in Romania (Government Emergency Ordinance no. 34/2014 regarding consumer rights). We guarantee a simple and transparent process, as detailed below.

Steps for returning a product
To initiate a return, please follow these steps:

1. Notify us of your intention to return

You can contact us at  contact@drmoon.eu, specifying the order number and the product(s) you wish to return. It is important to send us this email before shipping the return.

2. Essential conditions for accepting the return

Returned products must meet the following criteria to be eligible:

• Be in the same condition as when you received them: no signs of wear, damage, or alterations.

• Not have smells of perfume, detergents, or other foreign substances.

• Be accompanied by all original accessories and documents (including the invoice), as well as the original packaging in intact condition.

We reserve the right to refuse the return of products if they are non-compliant and can no longer be resold. 

3. Packaging and shipping

To prevent any damage during transport, please ensure that the products are properly packed, in another protective packaging (box or additional envelope), apart from the original one. This step is necessary to avoid damage caused during delivery.

4. Shipping costs

The shipping fees related to the return will be borne entirely by you. Please send the package through a courier company of your choice, with the mention that returns sent cash on delivery will not be accepted by us.

5. Refund of amounts paid

After checking and accepting the return, we will refund the value of the products to the bank account indicated by you (for orders paid online, the amount corresponding to the return is automatically refunded to the same account). The refund will be made within a maximum of 14 calendar days from the confirmation of receipt of the return. The refunded amounts do not include the initial shipping costs incurred (if any).

Products that cannot be returned:

• Personalized or custom-made items, according to your specifications (colors, materials, or other unique personalizations).

• Products purchased as part of final discount promotions that are not eligible for return.

Exceptions and problem resolution
If personalized products contain manufacturing errors or do not comply with your specifications (e.g., a different color than ordered or an incorrect type of personalization), we assume responsibility for correcting them through repair or replacement. Also, if you notice manufacturing defects (e.g., tears, stains, loose seams), please notify us within 24 hours of receipt, including relevant photos of the affected product. We will evaluate the situation and offer you an appropriate solution, whether it is an exchange, repair, or refund.

Attention
Natural variations in materials, such as slight differences in texture or color, are not considered manufacturing defects. These reflect the authenticity and quality of our products.

We want to offer you a worry-free experience regarding the return process. If you need further clarification, do not hesitate to contact us. We are here to help you!

 

 Steps for Parcel Exchange - Size/Model Exchange

If you wish to exchange a product due to size or model, the shipping cost will be split between us and you. Specifically, you will bear half of the shipping fees: you will pay the cost of shipping the product to us, and we will cover the cost of sending the exchanged product to you.

Thus, we collaborate to make the exchange as convenient as possible for both parties. To benefit from an exchange, please send an email to contact@drmoon.eu

Address for returning products

The return address varies depending on the type of product. Please contact us by email or phone before initiating the return to receive the correct return address. Some products are returned to different locations.

Product returns via ROMANIAN POST or easyBOX are not accepted