Return & Refund Policy

Last Updated: 11 August 2026

At Moonbeam Magik, every gift is thoughtfully curated, packed and dispatched with care. Because many of our products are handmade, personalised, fragile, consumable or hygiene-related, our return and refund policy is designed to balance customer protection with the nature of the products we offer.

1. Eligibility for Returns

We accept returns or provide appropriate resolution where a product:

  • Arrives damaged or broken.
  • Is defective or materially different from what was ordered.
  • Is the wrong product.
  • Is missing an item that was included in the confirmed order.
  • Does not reasonably match the product description or agreed specifications.
  • Is otherwise eligible for a remedy under applicable consumer law.

We do not accept returns simply because a customer has changed their mind for products that are personalised, customised, made-to-order, perishable, consumable or otherwise unsuitable for resale, except where the product is defective, damaged, incorrect, deficient or otherwise covered by applicable law.

2. Non-Returnable Products

For hygiene, safety and product-integrity reasons, the following are generally non-returnable once delivered:

  • Handmade soaps
  • Bath bombs and bath fizzies
  • Bath salts
  • Skincare and body-care products
  • Candles where the product has been used
  • Personalised products
  • Custom-made products
  • Products made specifically according to a customer’s requested specifications
  • Consumable products
  • Opened or used products
  • Products damaged after delivery due to misuse, improper storage or handling by the customer

This exclusion does not affect any rights available to a consumer under applicable law where the product is defective, deficient, damaged, misdescribed or otherwise legally required to be accepted for return or refund.

3. Damaged Products

We take particular care with fragile products and gifting hampers.

Please photograph/video the package before opening it wherever reasonably possible.

Please send us:

  • Your order number
  • Photographs of the outer packaging
  • Photographs/videos of the damaged product
  • A brief description of the issue

Please notify us within 48 hours of delivery so that we can investigate and coordinate an appropriate resolution.

Failure to report damage promptly may make it difficult for us to establish whether the damage occurred during transit, although this does not remove any statutory consumer rights that may apply.

4. Wrong or Missing Product

If you receive an incorrect or incomplete order, contact us at:

[CUSTOMER SUPPORT EMAIL]

with your order number and photographs of the received items.

Once verified, we may offer:

  • Replacement of the affected item;
  • Replacement of the complete hamper where appropriate;
  • A refund for the affected item; or
  • Another appropriate resolution agreed with the customer.

5. Personalised & Custom Orders

Personalised and custom-made products are prepared specifically for you.

Once production or customisation has begun, such orders generally cannot be cancelled or returned because of a change of mind.

However, if we make an error in the personalisation or the finished product materially differs from the confirmed specifications, please contact us immediately and we will work to correct the issue.

Customers are responsible for providing accurate:

  • Names
  • Dates
  • Addresses
  • Messages
  • Photographs
  • Sizes
  • Colours
  • Other customisation information

Moonbeam Magik is not responsible for errors resulting from incorrect information supplied by the customer.

6. Refunds

Where a refund is approved, it will generally be processed to the original payment method. Depending on the payment provider and banking system, the time taken for the refund to appear in your account may vary. Where a replacement is more appropriate than a refund, we may offer a replacement with the customer’s agreement. We will communicate the approved resolution and applicable timeline by email or other contact details associated with the order.

7. Shipping Charges

Where a return/refund is required because of:

  • defective goods,
  • damaged goods,
  • incorrect goods,
  • missing goods, or
  • another issue attributable to Moonbeam Magik,

we will determine the appropriate return/replacement arrangements.

Where a return is requested for a reason not covered by our return policy, any applicable return shipping costs may be borne by the customer.

8. Order Cancellation

Orders may be cancelled before they enter processing, production, personalisation or dispatch.
Once an order has entered any of these stages, cancellation may not be possible.
For personalised, customised or made-to-order products, cancellation restrictions may apply immediately after production/customisation begins.

9. Gift Orders

If you are sending a gift directly to another person, the purchaser remains responsible for ensuring that the recipient’s name, phone number and delivery address are correct.

10. Resolution of Complaints

We genuinely want to resolve problems fairly.

If you have an issue with your order, please contact:

[admin@moonbeammagik.com]

Order Number:

Subject: Return/Refund Request – [Order Number]

We will review the matter and communicate the next steps.

Nothing in this policy is intended to exclude or restrict any consumer right or remedy that cannot legally be excluded under applicable Indian law.