Refund policy

Returns, Right of Withdrawal and Complaints

Returns

We offer a 14-day return policy, which means you have 14 days from receiving your order to request a return.

To be eligible for a return, the item must be in the same condition as when you received it – unused, in its original packaging and with any tags still attached. Proof of purchase is also required.

To request a return, you can use our digital return function through your customer account or contact us at info@moony-flames.se.

Returns should be sent to:

Moony Flames
Strömby Västergården 163
385 91 Torsås
Sweden

Please note that returns sent without prior authorization will not be accepted.

The customer is responsible for return shipping costs.

Uncollected Parcels

If a parcel is not collected and is returned to us, this does not automatically count as exercising your right of withdrawal.

If you wish to cancel your purchase, you must notify us within the statutory withdrawal period.

For uncollected parcels that are returned to us, we reserve the right to charge a fee of 150 SEK to cover our costs for shipping, return shipping, packaging and handling.

Any refund will be processed after this fee has been deducted from the order value.

Order Cancellations

Orders may be cancelled within 1 hour of purchase through the cancellation options available on our website or by contacting us directly.

After this period, your order may already have entered the packing or shipping process and can no longer be cancelled. However, you still retain your statutory right of withdrawal after receiving the goods.

Right of Withdrawal within the EU

If you are a consumer located within the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods.

To exercise your right of withdrawal or request a return, you can use our digital return and withdrawal function through your customer account or contact us at info@moony-flames.se. We will confirm receipt of your request without undue delay.

The product must be unused and returned in its original packaging.

If your withdrawal request is approved, we will refund the value of the product as well as any standard shipping costs paid at the time of purchase. Return shipping costs are the responsibility of the customer.

Exceptions to the Right of Withdrawal and Returns

The right of withdrawal and returns does not apply to:

  • Personalized scented candles and products made or customized according to customer specifications

  • Custom-made products

  • Gift cards

If you are unsure whether your product is covered by the right of withdrawal, please contact us.

Damaged or Incorrect Products

Please inspect your order upon delivery. If your item is damaged, defective or incorrect, please contact us as soon as possible at info@moony-flames.se.

To help us process your request more quickly, we may ask for photographs of the issue.

Complaints

If a product is faulty, you have the right to submit a complaint in accordance with applicable consumer protection laws.

Please contact us at info@moony-flames.se and provide a detailed description of the issue. Photos are appreciated where relevant.

If the complaint is approved, we will cover any return shipping costs and offer either a replacement product or a refund.

Exchanges

If you would like a different product, the fastest solution is to return the original item and place a new order once the return has been approved.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

Approved refunds will be issued automatically to the original payment method. Refunds are usually processed within 10 business days, although it may take additional time for your bank or payment provider to complete the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at info@moony-flames.se.