Refund, Return & Cancellation Policy

Last Updated: August 2026

At MoonCuddle, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please read our Refund, Return & Cancellation Policy carefully before placing an order.

1. Order Cancellation

Before Dispatch

You may cancel your order before it has been shipped by contacting our customer support team.

  • If the cancellation request is approved before dispatch, a full refund will be processed to your original payment method.
  • Once an order has been packed or handed over to our logistics partner, it can no longer be cancelled.

2. Return & Refund Eligibility

At MoonCuddle, the health and safety of our customers is our highest priority. As our products come into direct contact with the skin, we maintain strict hygiene standards.

A return or refund request must meet all of the following conditions:

  • The request must be initiated within 7 days of the delivery date.
  • The product must be unused, unwashed, and in its original condition.
  • The product must be returned in its original packaging with all tags, labels, accessories, and inserts intact.
  • The product must not show any signs of use, wear, stains, odors, washing, or damage caused after delivery.
  • A valid proof of purchase (Order ID or Invoice) must be provided.

Important: Returns or refunds will not be accepted for products that have been opened, used, slept on, washed, or are not returned in their original packaging. Since our sleep products come into direct contact with the skin, accepting used products could pose hygiene and skin health risks to other customers. To ensure the safety and well-being of everyone, we can only process returns and refunds for products that are returned unused and in their original, resalable condition.

If your product is received in a damaged, defective, or incorrect condition, please contact us within 48 hours of delivery with clear photographs and an unboxing video so our team can review your request and provide an appropriate resolution.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are damaged or defective upon delivery:

  • Used or washed pillows
  • Opened bedding products
  • Products with stains, odors, or signs of use
  • Products damaged due to misuse or improper handling
  • Gift cards or promotional items (if applicable)

4. Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours of delivery.
  2. Share your Order ID.
  3. Attach clear photos and an unboxing video showing the issue.

Once verified, MoonCuddle will arrange either:

  • A free replacement, or
  • A full refund, depending on product availability and the nature of the issue.

5. Refund Process

After your returned product is received and passes our quality inspection:

  • Approved refunds will be processed to the original payment method.
  • Refunds are typically initiated within 3–5 business days.
  • Depending on your bank or payment provider, the credited amount may take an additional 5–10 business days to reflect in your account.

6. Replacement Policy

Where possible, we will provide a replacement instead of a refund.

If the replacement product is unavailable, a full refund will be issued after approval.

7. Return Shipping

If the return is due to:

  • Damaged product
  • Wrong item shipped
  • Manufacturing defect

MoonCuddle will arrange reverse pickup at no additional cost.

If a return is accepted for any other approved reason, the customer may be responsible for applicable return shipping charges.

8. Refund Exceptions

Refunds will not be issued in the following situations:

  • Incorrect shipping address provided by the customer.
  • Delivery failure due to customer unavailability.
  • Refusal to accept delivery.
  • Normal wear and tear.
  • Minor variations in color or appearance caused by screen settings.
  • Delay caused by courier companies, weather conditions, festivals, or circumstances beyond our control.

9. Missing Refunds

If you haven't received your refund:

  1. Check your bank account.
  2. Contact your credit card provider or payment service.
  3. Contact your bank, as processing times may vary.

If you still have not received your refund after the expected processing period, please contact our support team.

10. Contact Us

For any questions regarding cancellations, returns, replacements, or refunds, please contact us:

MoonCuddle

Email: support@mooncuddle.in

Website: www.mooncuddle.in

Customer Support Hours: Monday – Saturday | 10:00 AM – 6:00 PM (IST)