This Return Policy explains when Moonera fine jewellery purchased online in Pakistan may be returned or exchanged, and how to start a client-care request.
Eligibility window
Eligible unused pieces may be considered for return or exchange within seven (7) days of delivery, provided they remain in original condition with all packaging, tags, certificates, and accessories included. Requests after this window are reviewed only in exceptional cases at Moonera’s discretion.
Condition requirements
Items must be unworn, unaltered, and free from perfume, lotion, or cosmetic residue. Pieces showing signs of wear, damage after delivery, or missing components may be declined. Please keep your original box and documentation until you are satisfied with your order.
Non-returnable items
Custom, engraved, made-to-order, personalised, or specially ordered jewellery is generally not returnable unless defective or incorrectly fulfilled. Final-sale or clearance items marked at purchase follow the same exception for defects only.
Damaged or incorrect deliveries
If your parcel arrives damaged, incomplete, or incorrect, contact client care as soon as possible with your order number and clear photographs. We will arrange inspection and the appropriate resolution, which may include exchange, repair coordination, or refund under our Refund Policy.
How to start a return
Do not ship items back without approval. Use the Contact page with your order number and reason. Once approved, Moonera will share return instructions for courier collection or drop-off within Pakistan. Return shipping costs are typically covered by the customer unless Moonera confirms a fulfilment error or defect.
Exchanges
Where stock allows, approved exchanges for size or an alternative piece may be offered instead of a refund. Price differences are settled before the exchange is completed.
Need more help?
For refund timing and methods, see our Refund Policy. For delivery questions, see the Shipping Policy or FAQ.