Returns + Exchanges

Moon Beauty is a sub-brand owned and operated by PLAYER Lifestyle.

1. Overview

At Moon Beauty, customer satisfaction is important to us. Returns and exchanges are subject to the conditions outlined below.

All returns and exchanges are processed under the operational policies of PLAYER Lifestyle.

2. Return Eligibility

Returns are accepted within 7 days from the date of delivery, only if:

• Product is unused and unopened
• Product is in original packaging
• Invoice/Order ID is available
• Product is not damaged due to misuse

3. Damaged, Defective or Incorrect Product

• If you receive:
• A damaged product
• A defective product
• A wrong item
• A tampered package

 You must:

• Inform us within 48 hours of delivery
• Share clear photos
• Share a mandatory unboxing video
• Mention Order ID in the email

Mandatory Unboxing Video Requirement

A continuous and clear unboxing video is mandatory to initiate any damage or tampering claim. Without valid video proof, we will be unable to process the request.

The video must:

• Start before opening the outer packaging
• Clearly show the sealed package
• Capture the full unboxing process in one continuous recording
• Clearly show the product condition

Claims without proper video evidence will be automatically rejected.

Email: support@moonbeauty.co.in

After verification, we will offer:

Replacement (subject to stock availability), OR

Refund to original payment method

4. Exchange Policy

Exchanges are allowed only for:

• Damaged products
• Incorrect items received

We do not offer exchanges for:

• Shade mismatch
• Change of mind
• Personal dislike
• Minor packaging variations

If approved, exchange will be processed within 3–5 business days after product pickup.

5. Return Process

Step 1: Email us at support@support@moonbeauty.co.in

Step 2: Share Order ID + reason + images/video

Step 3: Wait for approval (within 2 business days)

Step 4: Reverse pickup will be arranged (if applicable)

Do not ship products without prior approval.

5A. Return Shipping

• Once the return request is approved, customers may be required to ship the product to our designated return address.
• Return shipping arrangements, where applicable, shall be the responsibility of the customer.
• We recommend using a reliable courier service with tracking to ensure safe delivery.
• Moon Beauty shall not be responsible for products lost or damaged during return transit.

6. Refund Process

• Refund will be processed within 5–10 business days after inspection.
• Refund will be credited to original payment method.
• Shipping charges are non-refundable unless the return is due to our error.

7. Cancellation Policy

• Orders can be cancelled before dispatch.
• Once shipped, cancellation is not possible.

If a prepaid order is cancelled before dispatch, the refund will be processed within 5 business days.

8. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned:

• Opened beauty products
• Used items
• Free gifts or promotional items
• Items purchased during clearance sale

9. Refund Rejection Conditions

Refund or exchange may be rejected if:

• Product is used
• Packaging is damaged intentionally
• Return request is made after 7 days
• No valid unboxing video is provided

10. Contact Details

For return & exchange support:

email: support@moonbeauty.coin

Phone Number: +91 87583 95535