Refund policy
**Last updated: August 24, 2026**
This Refund & Returns Policy applies to purchases made through **shopberrymoon.com** (the “Website”). By placing an order, you acknowledge this Policy. Nothing in this Policy limits or excludes any consumer right that cannot lawfully be limited or excluded.
## 1. Contact us before returning an order
To request a return, refund, replacement, or report a damaged or defective item, contact us at **[insert customer-service email]** with your order number, the email address used at checkout, and a brief description of the issue. Please do not send an item back without first receiving return instructions, because an unauthorised return may delay processing.
## 2. United Kingdom customers
### Your statutory cancellation right
If you are a UK consumer purchasing goods online, you generally have the right to cancel your order without giving a reason. You must tell us that you wish to cancel within **14 days after the day you, or a person you nominate, receives the goods**. After notifying us, you must send the goods back within a further **14 days**.
We will refund the price paid and the cost of the least expensive standard delivery option offered at checkout. We will normally issue the refund within **14 days after the goods are returned to us**, or, where permitted by law, after you provide evidence that you have sent them back. We may wait to refund until the goods arrive or you provide such evidence, whichever occurs first. The refund will normally be made to the original payment method.
You may handle the goods only as much as necessary to establish their nature, characteristics, and functionality, as you would in a shop. We may make a lawful deduction for any loss in value caused by handling beyond what is reasonably necessary for that purpose. Unless the goods are faulty, not as described, or otherwise covered by a statutory remedy, you are responsible for the direct cost of returning goods under the change-of-mind cancellation right.
### Our voluntary 30-day return window
In addition to your statutory rights, we offer a voluntary return window of **30 days from delivery** for eligible unused and unworn items. Items must be returned in their original condition, with original packaging, tags, and hygiene seals where applicable. This voluntary window does not replace or reduce your statutory rights.
### Faulty, damaged, or misdescribed goods
If an item arrives damaged, is faulty, is not as described, or does not do what it is supposed to do, contact us as soon as possible. We may request photographs or other reasonable information to help assess the issue. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, or refund. We will cover reasonable return costs for items that are confirmed to be faulty, damaged on arrival, or incorrectly supplied.
### UK exclusions
The statutory cancellation right may not apply to certain goods, including personalised or made-to-order goods, perishable goods, sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, and other goods or services excluded by applicable law. Any exclusion will apply only where legally permitted and will not affect your rights if the goods are faulty, damaged, or misdescribed.
## 3. United States customers
### Voluntary 30-day return policy
For customers in the United States, we accept returns of eligible items requested within **30 days after delivery**. Items must be unused, unworn, unwashed, and returned in their original condition with original packaging, tags, and hygiene seals where applicable. We do not charge a restocking fee.
Unless the item is defective, damaged on arrival, incorrect, or not as described, the customer is responsible for the return shipping cost. Original shipping charges are non-refundable for voluntary change-of-mind returns, unless applicable law requires otherwise. Once an eligible return is received and approved, we will issue the refund to the original payment method. Banks and payment providers may take additional time to post the refund.
### Defective, damaged, incorrect, or misdescribed orders
If you receive an item that is defective, damaged on arrival, incorrect, or materially not as described, contact us within **30 days after delivery**. We may offer a replacement, prepaid return label, repair, or full refund, as appropriate. We will not require you to pay return shipping for an item that we supplied incorrectly or that is confirmed to be defective or damaged on arrival.
### U.S. legal rights
The United States does not generally provide one nationwide federal cooling-off return right for ordinary online merchandise. However, applicable state and federal laws, payment-network rules, warranties, and other consumer protections may give you rights in addition to this Policy. This Policy does not waive, restrict, or replace any right that applies to your order.
## 4. Items that cannot be returned
Unless they are defective, damaged, incorrect, or not as described, the following items are generally not eligible for a voluntary change-of-mind return: personalised or custom-made items; perishable goods; intimate or hygiene-sensitive goods whose seal has been opened; gift cards; downloadable or digital products once delivery or access has begun with the required consent; and items clearly identified as final sale. This list applies only to the extent permitted by applicable law.
## 5. Exchanges
We do not guarantee direct exchanges because stock can change. If you need a different size, colour, or item, the fastest option is usually to return the eligible item for a refund and place a new order. Faulty or incorrectly supplied items will be handled under the statutory and defective-item rights described above.
## 6. Refund timing and payment method
Approved refunds are sent to the original payment method unless we agree otherwise or applicable law requires a different method. We are not responsible for delays caused by a bank, card issuer, payment processor, customs authority, or other third party after the refund has been initiated. If you have not received an expected refund, first check your bank or card statement and then contact us with your order number.
## 7. Sale and promotional items
Sale and promotional items have the same statutory rights as full-price items. A “final sale” label does not remove rights relating to faulty, damaged, incorrect, or misdescribed goods, nor any other non-waivable consumer right.
## 8. Customs, duties, and international returns
For orders returned from outside the country where the order was delivered, the customer may be responsible for return postage, customs charges, duties, and taxes for voluntary change-of-mind returns, unless we sent the wrong item or the item is defective or damaged. We cannot guarantee reimbursement of charges imposed by a customs authority unless required by applicable law.
## 9. Changes to this Policy
We may update this Policy from time to time by publishing a revised version on the Website. The version in effect when you placed your order will generally apply to that order, subject to any mandatory legal rights that apply.
## 10. Contact
**Shopberry Moon**Website: [**https://shopberrymoon.com**](https://shopberrymoon.com)Customer-service email: **[insert customer-service email]**Return address: **[insert return address or state that it will be provided by email]**
> **Important:** This is a working draft for publication, not formal legal advice. Have a qualified lawyer review it before relying on it, especially if you sell cosmetics, supplements, clothing, personalised goods, digital products, or ship from outside the UK or United States.
## References
[1]: https://www.gov.uk/accepting-returns-and-giving-refunds "GOV.UK — Accepting returns and giving refunds: the law"
[2]: https://consumer.ftc.gov/articles/online-shopping "U.S. Federal Trade Commission — Online Shopping"