Refund policy

1. Right of withdrawal (14 days)

In accordance with Spanish consumer law, you have 14 calendar days from receipt of your order to withdraw from the purchase without giving any reason. You may use the withdrawal form, although it is not compulsory.

2. Cancelling unshipped orders

If your order has not yet been shipped, you can request its cancellation directly online from your customer account, with no need to write to us. We will review your request and, once the cancellation is confirmed, refund the full amount using the same payment method as the purchase.

3. How to request a return

You can arrange your return directly from your customer account: select the order, choose the items you wish to return and follow the instructions. You can also write to us at info@moonxiii.com quoting your order number and we will send you the instructions and the return address.

4. Conditions

Items must be returned unused, in perfect condition and with their original tags and packaging.
Return shipping costs are borne by the customer, who arranges the return shipment with the carrier of their choice. We do not charge any return fee or restocking fee: you will be refunded the full amount of the returned items.

5. Refund

As soon as we receive the return and confirm that the items meet the conditions in section 4, we will issue the refund immediately: on the day of receipt or, at the latest, the following day, using the same payment method as the purchase. In any event, the legal maximum is 14 calendar days from the date you notify us of your decision. We may withhold the refund until we receive the items or proof of their dispatch. Once issued, the refund may take a few days to appear depending on your bank or payment provider.

6. Size or colour exchanges

If you need a different size or colour, arrange the return of the item and place a new order. This way you won't miss out on the item you want due to stock.

7. Faulty items — statutory warranty

All our items carry the 3-year statutory warranty from delivery. If you receive a faulty or incorrect item, contact us at info@moonxiii.com and we will cover all collection and replacement or refund costs. In these cases the return is free of charge for you.