This Refund Policy explains how Moonera processes refunds for fine jewellery orders placed online in Pakistan, including card and Cash on Delivery purchases.
When refunds apply
Refunds may be issued for approved returns under our Return Policy, for items cancelled before dispatch where payment has already been collected, or when a confirmed product becomes unavailable after checkout and no suitable alternative is agreed.
Non-refundable items
Custom, engraved, made-to-order, or specially requested pieces are generally final sale and are not eligible for refund unless they arrive defective, incorrect, or damaged in transit. Clearance or final-sale items marked at purchase are also non-refundable except where defective.
Refund method
Approved bank-transfer payments are refunded to the bank account details you provide for verification. Cash on Delivery refunds, when approved, are arranged through Moonera client care using the bank or transfer details you provide for verification. Shipping fees are refundable only when Moonera determines the return or cancellation is our responsibility (for example, a defective or incorrect item).
Timing
Once a refund is approved, card refunds typically appear within several business days, depending on your bank or card issuer. COD-related reimbursements may take additional time for verification and transfer processing across Pakistan.
Partial refunds
If only part of an order is returned or cancelled, Moonera refunds the amount paid for the affected item(s). Promotional discounts may be recalculated so the remaining order reflects the correct payable amount.
How to request a refund
Contact Moonera client care through the Contact page with your order number, reason for the request, and photographs where relevant. We review each case against this policy, our Return Policy, and courier notes when shipping is involved.
Need more help?
For related guidance, see our Shipping Policy and FAQ, or reach client care via Contact.