Right of withdrawal

Your satisfaction with our products and your experience with us are important to us!

Corrections

Mistakes happen – after all, we are all human. If there is a discrepancy between what you ordered and what you received, we will be happy to make sure you get what you want. Please email info(at)moonhub.ch to discuss any differences.

Questions about shipping and challenges

We ship our products with the Swiss Post, which has proven to be cost-effective and reliable. You can track your package with the tracking number in your shipping confirmation email. Please note that we cannot guarantee to reship products that have been confirmed as ‘delivered’ on the tracking page. If your package has been confirmed as delivered and you are not holding it, we recommend that you talk to your family, roommates and neighbours to find out if someone else has accepted the package (this happens more often than you might think!). If the package cannot be found, please email info(at)moonhub.ch to discuss the next steps.

Cancelling orders

We understand that plans can change. If you need to cancel your order for any reason, please email us at info(at)moonhub.ch within 24 hours of placing your order and let us know your request and reason. Once your order has been shipped, we cannot cancel it and you will be asked to follow the return and refund procedures below.

Returns

You can return any unopened and unused product purchased from MOONHUB® within seven days of receiving your order. Before returning products by post, please email us at info(at)moonhub.ch with your order number and the reason for the return.

Once your return request has been approved, please send the product and your order invoice to the following address:

MOONHUB GmbH
MOONHUB®
Seefeldstrasse 77
CH-8008 Zurich

When returning by post, the product must be carefully packed. You are responsible for return postage and any damage that may occur during the return.

Credit notes for returns of online orders

Refunds for online orders are only given for unopened, unused or defective items. If MOONHUB approves your request for a refund, you will receive a full refund in the original form of payment. Goods that were damaged upon delivery can be returned for a full refund, but you must request the refund within 48 hours of delivery.

The issued voucher is valid for three months from the date of issue.

Once your return has been received, the refund will be issued within seven business days, and you will receive an email confirmation. If you do not contact MOONHUB® with your order number and the reason for the refund request before you return the product, there may be significant delays in the refund process. MOONHUB® reserves the right to refuse any return or request for a refund at its sole discretion. Shipping and handling charges are not refundable.

Returning purchases from the shop

Different guidelines apply to products you have purchased directly from the shop. You can return any unopened and unused product within seven days of purchase when you present the receipt. Please visit our store with the product and receipt to make the return. When you return an item in-store, you will receive a refund in the form of a voucher for the value of the returned product. This voucher is also valid for three months from the date of issue.