Return policy


Moone Shoes srl will take all necessary actions to ensure that you are satisfied with the products ordered. However, the Consumer has the right to unilaterally terminate the distance contract on the basis of a valid reason, within 14 calendar days of receipt of the product or in the case of services, from the conclusion of the contract.

The products can be returned only if they do not correspond to the placed order. For defective products, photos will be presented that will prove the defect even before the products are returned. After a correct analysis, the return request can be approved or rejected.

Products may change if they do not match the order placed or if the measure is inappropriate. If the customer changes his mind about the order, the product can be exchanged and not returned.

The only costs that may be borne by the consumer are the direct costs of returning the products "according to Government Ordinance 34/2014, for individuals who purchase products from sites, using distance communication techniques, applying the definitions contained in Government Ordinance 34/2014.

Thus, the costs of shipping or re-shipping a return or exchange of product will be borne by the customer.

Careful! According to GEO 130/2000 art. 10 lit. c) - customized products, made to order according to your specifications cannot be returned!

Return Procedure

If you wish to return / exchange a product, you must explicitly notify us of this intention, within 14 days of receipt of the product, by email to, by phone at: 0727 716 053 or by accessing return form available on the website:

After analyzing your request, we will confirm the details of the return solution.

Reasons and Conditions for Return

If the package is severely damaged, the products have been delivered incorrectly, the products have manufacturing defects, the size does not match, you can request a return or exchange of the product. Please observe the following product return conditions:

-Products must be unused, not worn and undamaged, without signs of wear;

-Products must be returned in the original packaging, with the seal and labels intact;

-Products can only be returned by courier, Moone does not pick up parcels sent by Romanian Post or other post offices;

-Packages sent with cash on delivery are not accepted;

-Packages whose sender cannot be identified are not accepted;

-Return packages are not accepted, if you have not notified Moone of the intention to return, within 14 days of receipt of the products, a period established by law;

-Customized products cannot be returned according to your specifications, because they are unique products;

-Defective product means sole / heel / leather / material / accessories broken, cracked, detached or unstitched. Small details of the skin, such as ribs, striations, color differences and patina are characteristics of the skin and its manual processing, and these are not considered defects;

-Products from one model cannot be replaced with products from another model;

-Products purchased based on a promotion or discount cannot be returned;

In the event that the products have been delivered incorrectly or have manufacturing defects, Moone assumes responsibility for the payment of transport charges for a return or exchange of the product.

Refund of Product Value

In case of solving a return, the refund will be made only after the above conditions are met, and the products arrived at the factory and were checked. After receiving and verifying them, Moone will refund your money within a maximum of 10 working days and you will be notified when the payment is made.

Please note that Moone will not refund delivery charges, bank charges, exchange rate differences for foreign currency payments or other charges, but only the value of the products.

The money will be returned exclusively by card or bank, no cash payments are made. Also, the transaction processing period is not included within 10 business days, which differs depending on your banking service provider.

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