Pravidlá poskytovania refundácií

Who you are buying from

This store is operated by Igori s.r.o., Lermontovova 911/3, 811 05 Bratislava, Slovakia. Company registration number (IČO): 53 804 643. VAT number (IČ DPH): SK2121500623. Email: hello@moonlinen.eu. Phone: +421 910 575 733.

Where your order comes from, and what customs may add

Our linen is made in Ukraine and your parcel is sent to you from Ukraine. Ukraine is outside the European Union, so your parcel is imported when it reaches you.

Delivery is free, and the price on the site is the whole amount we charge you. We do not add VAT at checkout.

Because your parcel crosses the EU border, import VAT will normally be payable when it arrives. A customs duty and a carrier customs-clearance fee may also apply, depending on the shipment and the rules that apply to it.

These charges are worked out under the customs and tax rules that apply when the parcel enters your country, and they may be collected either by customs or by the delivery carrier. They are not part of the price you pay us.

Your carrier or your national customs office can tell you what to expect where you live. And if you end up returning the order, we reimburse the import VAT ourselves - that part only. See "Import VAT and your refund" below.

If you decide not to accept a parcel, please also email us to let us know. When the parcel comes back to us we refund what you paid for the goods. The cost of getting the goods back to us is yours to bear, and we will agree that with you rather than taking it out of your refund.

Your right to cancel: 14 days, no reason needed

You may cancel your order within 14 days of the day you (or someone you name) receive the last item in the order. You do not have to give a reason. You can also cancel earlier, at any point after ordering, before the parcel has even reached you.

The date that counts is the day you send us the cancellation, not the day it reaches us. Send it on the fourteenth day and you are in time.

If you feel like telling us what did not work, though, we would love to hear it. The fit, the colour, the fabric, the photographs on the site - anything. It is how we learn what to change, and we read every note. It is entirely optional and it makes no difference to your refund.

Just let us know before the 14 days are up. Any of these is fine:

• use the Withdraw from contract here link, which is in the footer of every page

on moonlinen.eu,

• email hello@moonlinen.eu with your order number,
• fill in the cancellation form at the end of this policy,
• or put a note in the parcel saying you are cancelling.

The link is the quickest. You enter your email address, we send you a six-digit code, and your orders come up. Choose the items you are sending back or cancelling, confirm, and you get a confirmation email straight away showing what you sent and when.

Your word is what starts the cancellation, so please send one even if the parcel is already on its way back to us, or if you turned it away at the door.

After you tell us, you have a further 14 days to send the goods back.

Items bought on sale or with a discount code have the same cancellation and return rights as full-price items.

Condition of returned goods

You may unpack an item and try it on, in the way you would in a shop. You are responsible for any loss in value caused by handling beyond that. In practice: try a dress on, do not wear it out, do not wash it, and keep any tags attached.

Return postage: you pay it

You pay the direct cost of sending the goods back to us. We do not send free return labels. What it costs depends on the carrier and the country you post from.

We recommend tracked postage, and ask you to keep your proof of sending. That proof is also what lets us release your refund before the parcel has reached us.

Return address

Send returns to:

This is our return base. It is inside the EU, so a return posted from any EU country carries no customs charge and no customs paperwork.

Please email us at hello@moonlinen.eu before you post, so we can expect the parcel and match it to your order.

Your refund

We refund you within 14 days of the day you tell us you are cancelling.

We may hold the refund until the goods are back with us, or until you show us proof that you have posted them, whichever comes first. So the sooner you post the parcel and send us the tracking number, the sooner the money reaches you.

The refund covers the price you paid us for the goods, plus the standard delivery charge you paid us on the original order. If you chose a faster or more expensive delivery than our standard option, we refund the standard amount only.

We refund to the payment method you used. Your bank may take a few more days to show the money.

Import VAT and your refund

We want returns to be as simple as possible, even though your order was originally imported from Ukraine.

If you paid import VAT when your parcel arrived, you do not need to deal with customs to recover it. For eligible returns, we reimburse the import VAT to you ourselves.

Just send us a copy or photo of the customs or carrier receipt showing the VAT amount you paid, and we will add that amount to your refund.

This reimbursement covers import VAT only. Customs duties, carrier clearance fees, handling fees and other charges are not reimbursed.

For partial returns, we reimburse only the import VAT attributable to the items being returned.

What you can send back

Everything in our catalogue can be returned under the terms above. We do not make to-measure or personalised pieces, so nothing is excluded.

Faulty, damaged or wrong items

This is separate from, and in addition to, the 14 day cancellation right.

If an item arrives damaged, faulty, or is not what you ordered, email hello@moonlinen.eu with your order number as soon as you can. Please include a photo if you can, as it usually saves a round of questions.

We handle the claim in line with your statutory rights, which may mean repair, replacement, a price reduction or a refund. Where the law requires a remedy to be free of charge to you, it is: we cover the return postage, and we reimburse the import VAT you paid on that item.

Under EU law you have a legal guarantee of two years from delivery against goods that do not match what was advertised.

Natural linen: what is not a fault

Linen is a natural fibre, and it is woven and finished in small production runs. Small differences in colour, weave and measurement between pieces come with the material. These are not faults. Where a size matters, use the measurements on the product page rather than the size label.

Exchanges

We do not run a separate exchange process. The quickest way to swap a size or colour is to return the item under the 14 day right above and place a new order.

If we cannot agree

Email us first at hello@moonlinen.eu. Nearly everything is quicker to settle directly.

If we cannot settle it between us, you can ask for free alternative dispute resolution. Our supervisory body is the Slovak Trade Inspection, which runs that procedure under Slovak Act 391/2015:

You can also file online, using the form at https://www.soi.sk/alternativne-riesenie-spotrebitelskych-sporov/formular-pre-podanie-navrhu-na-zacatie-ars

If you live in another EU country and would rather use a body closer to home, the European Commission keeps the list of approved ones at https://consumer-redress.ec.europa.eu/dispute-resolution-bodies_en

Model cancellation form

EU law says every online shop has to offer you this form, so here it is. You do not have to use it. An email saying you are cancelling does exactly the same job and is quicker. The form is here only in case you would rather copy a ready-made wording than write your own.

Copy it into an email to hello@moonlinen.eu, or print it and put it in the parcel with your return.