For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.
Whilst all efforts are made to ensure the accuracy of product descriptions, specifications, and pricing there may be occasions where errors arise. Should such a situation occur MoonZara.com cannot accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation to treat not as a confirmed offer for sale. The contract is confirmed upon the supply of goods.
Given the popularity and/or supply constraints of some of our products, MoonZara.com may have to limit the number of products available for purchase. MoonZara.com reserves the right to change quantities available for purchase at any time, even after you place an order.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.
Customers can cancel their order at anytime prior to shipping; please contact our Support Center. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Return policy comes into effect.
Shipping and Delivery
Shipping (“ships in”) times displayed on MoonZara.com refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond MoonZara.com’s control once it leaves our facilities, we suggest that if customers have a special occasion or event that they wish to use their item for, such as a birthday, they order their items well in advance. MoonZara.com cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth shopping experience.
MoonZara.com provides information via banners on our site and through newsletters to customers, that provide details of shipping delays due to the Eid and other Government peak seasons, and encourages customers to order in advance. We can therefore not be held responsible if a customer does not receive their order in time for Eid and other Government Vacations.
There may be occasions when MoonZara.com confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, MoonZara.com will contact customers and offer to cancel the order and refund purchase prices in full.
We try to make the delivery process as simple as possible and we are able to send your order either to your home or to your workplace. We can ship to the City area via all shipping methods, except for Expedited Shipping because signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Saturday to Thursday. In the case of major holidays such as Eid and other events, please allow extra delivery time. During those special occasions, we will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. MoonZara.com cannot make changes to your shipping address once a package has been shipped, and MoonZara.com is not liable for packages lost due to incomplete or inaccurate addresses.
MoonZara.com cannot be held responsible for any package that does not make it through the local customs and is destroyed due to the item being illegal in the destination country. Customers are solely responsible for complying with their local laws. We can also not be held responsible for any extra charge that may occur and it is the customer’s sole responsibility to pay this fee if any.
All orders reported as “delivered” by shipping companies are considered delivered. MoonZara.com cannot be made liable for non-delivery in this case.
Exchange and Returns (Money Back Guarantee)
If when you receive your product(s), you are not completely satisfied you may return the items to us, within 3 days for a refund. Returns will take approximately 5 working days the process once the goods have arrived. The precise length depends on the payment provider used (e.g. Credit card, bkash, Nagad, Upay qcash, Bank Transfer and all others payment gateway companies, etc). Items must be in their original packaging, and all the original boxes must be intact and included, along with all packaging materials, manuals, blank warranty cards, plus all accessories and documents provided by the manufacturer.
You must first contact us and be in receipt of a return merchandise authorization (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded.
The money-back guarantee does not cover volume/wholesale and customized orders.
Shipping back to MoonZara.com is paid for by the customer. We are in general unable to refund you postal fees.
Any product returned and found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer’s own expense.
By default, the refund amount cannot exceed the original order amount paid to MoonZara.com. MoonZara.com is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by MoonZara.com.
Discounted or end-of-line products can only be returned for repair. No refunds or replacements will be made.
We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.
While we try in good faith to be as accurate as possible, we do not warrant those product descriptions or other content is accurate, complete, reliable, or error-free. From time to time there may be information on MoonZara.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability.
We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.
Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.
Although MoonZara.com will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior toward our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or MoonZara.com may, for example, include any of the following:
Aggressive, abusive, and threatening behavior. Examples include any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
Asking, expecting, or demanding staff to breach established company policy guidelines, e.g. refund amount, timelines, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures.
Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
An excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified of the following:
Their language is considered offensive, abusive, threatening, and wholly unacceptable.
They must refrain from using such language, intimidation, and threats.
There will be no further exchange of correspondence on the matter if they persist with this behavior.
MoonZara.com reserves the right to no longer accepts orders from the customer in the future without further notice.
Complaint Escalation process
This process applies strictly to Customer Service issues. For separate legal issues such as copyright, please view our legal page here.
If the customer is dissatisfied with the solution offered by our Customer Service, the customer may contact our Ticket Supervisor by submitting a new ticket in the “submit a formal complaint” section as follows:
Here are the steps:
Contact us > Submit a ticket > Select Subject. > Returns & Warranty > Submit a formal complaint
All complaints will be answered within 24 hours except on weekends and public holidays.
Note: Live chat and telephone are exclusively presales channels. We do not resolve after-sales complaints over Live chat or via phone.
Conditions Of Use
All content included on the site such as text, graphics, logos, buttons, icons, images, audio clips, digital downloads, and software are all owned by MoonZara.com and are protected by international copyright laws.
License and Site Access MoonZara.com grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots or similar data gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from MoonZara.com.