Refund policy

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

Corrections

Mistakes happen—after all, we’re all human. If there’s a discrepancy between what you ordered and what you received, we’ll be happy to make sure you get what you want. Please send an email to info (at) moonhub.ch to discuss any discrepancies.

Questions About Shipping and Issues

We ship our products via Swiss Post, which has proven to be cost-effective and reliable. You can track your package using the tracking number in your shipping confirmation email. Please note that we cannot guarantee to reship products that have been marked as “delivered” on the tracking page. If your package has been marked as delivered but you haven’t received it, we recommend checking with your family, roommates, and neighbors to see if someone else accepted the package (this happens more often than you might think!). If the package cannot be located, please send an email to info (at) moonhub.ch to discuss the next steps.

Order Cancellations

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 the reason. Once your order has been shipped, we can no longer cancel it, and you’ll be asked to follow the return and refund procedures listed below.

Returns

You may return any unopened and unused product purchased from MOONHUB within seven days of receiving your order. Before mailing any products back, 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, Seefeldstrasse 86, 8008 Zurich, Switzerland.

When returning items by mail, the product must be carefully packaged. You are responsible for the return shipping costs and any damage that occurs during the return shipment.

Refunds for Online Orders

Refunds for online orders are granted only for unopened, unused, or defective items. If MOONHUB approves your refund request, you will receive a full refund via your original payment method. Items damaged during delivery may be returned for a full refund, but you must request the refund within 48 hours of delivery.

The issued credit note is valid for three months from the date of issuance.

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 returning the product, there may be significant delays in processing your refund. MOONHUB reserves the right, at its sole discretion, to refuse any return or refund request. Shipping and handling fees are non-refundable.

Returns for In-Store Purchases

Different policies apply to products you purchased directly in-store. You may return any unopened and unused product within seven days of purchase upon presentation of your receipt. Please visit our store with the product and your receipt to process the return. For in-store returns, the refund will be issued directly in the form of a store credit equal to the value of the returned product. This store credit is also valid for three months from the date of issuance.