Return a Damaged, Defective or Incorrect Item
This page explains what to do if you've received a damaged, defective or incorrect item from NewMoon(Enterprises)Ltd. This returns policy does not affect your statutory rights.
If the item was damaged in transit
- If you take delivery of a New Moon (Enterprises) Ltd. package and the contents have been damaged in transit, you must notify us within 48 hours by phone, email or fax. The Post Office or courier company may wish to collect the damaged item from you. In this case, please do not return the item. If this is not the case, we will give you a returns authorization number and please follow the instructions below to return your item.
If the item is defective
If we sent you an item you did not order (an "incorrect" item)
How to Return Your Damaged, Defective or Incorrect Item
- As soon as you find out we've sent you an incorrect item, e-mail us and let us know. We'll send you the correct item as soon as we can. Send the original item back to us (please follow the instructions below) and we'll make sure to correct the mistake.
Please follow the steps below to enable us to process your refund efficiently:
- jot down a quick note with your name, address, order reference number (if there is one) and give the reason for the return (including a full description of the fault if the item is defective)
- wrap the item securely in its original packaging (if possible) with all warranty cards, licences, manuals and accessories
- send the package to the address below:
- New Moon (Enterprises) Ltd. Returns Department
- PO Box 110
- OX11 9YT
- United Kingdom
- please note that we cannot accept returns without a returns authorization number
- we will notify you via e-mail when we have processed your return--this may take up to three weeks
- for your protection we insist that you use a recorded-delivery service
Note: in the event of New Moon (Enterprises) Ltd. sending you a replacement for a damaged, defective or incorrect item, you must return the original item to New Moon (Enterprises) Ltd. within 14 days. New Moon (Enterprises) Ltd. reserves the right to charge the price of the replacement to the payment card used for the original order if the item is not returned within 14 days of the date on which New Moon (Enterprises) Ltd. confirms we will issue a replacement.