Refund Policy

Refunds & Exchanges

Although we are committed to ensuring the products you purchase from us are picked and packed with the utmost care, there may be rare occasions when an item arrives faulty, damaged, or incorrect. In such cases, we’re happy to offer you a refund or replacement.
 

Change of Mind

We unfortunately do not accept returns if you change your mind about a product. This is because we work with third-party suppliers to fulfil our orders, and returns of this nature cannot be processed through our fulfilment partners.

We kindly ask that you review all product descriptions, images, and specifications carefully before placing your order to ensure the item is right for you.
 

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or you have received the wrong item, please contact us via email at support@tidalmoon.co.uk within 14 days of delivery.

To help us resolve the issue efficiently, please provide the following:

• A description of the issue

• Clear photographs of the item and any damaged packaging

• Your order number

Once we have reviewed your request, we will confirm the next steps. If a return is approved, we will either issue a refund or send a replacement. Where applicable, return postage for approved faulty, damaged, or incorrect items will be covered.

Please do not return items before receiving instructions from us, as we may need to provide a specific return label or tracking details.
 

Refund Timeframe
Once your return is approved and the item has been received and inspected, we will process your refund. Refunds are typically completed within 5 to 10 working days from the approval date. Please note that the timing of the refund reaching your account may also depend on your payment provider or bank.

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Contact

To report an issue, please email us at support@tidalmoon.co.uk with the above details.