Refund policy

RETURN & REFUND POLICY

Last updated: November 2026

1. Return Window

We want you to love your LUNA purchase. If you're not completely satisfied, you may request a return within 14 days of delivery, subject to the conditions below.

This voluntary return policy applies to eligible purchases worldwide and does not affect your rights under applicable consumer protection laws.

2. Return Eligibility

To be eligible for a change-of-mind return, items must be:

  • In their original condition, without damage caused by use.

  • Unworn and unused beyond what is reasonably necessary to inspect or try them on.

  • Returned with original tags attached, where applicable.

  • Returned with original packaging, where possible.

  • Returned with all included accessories, straps, detachable pouches, and other components.

Please package your return securely to prevent damage during shipping.

Where permitted by law, we may reduce a refund to account for loss of value resulting from handling beyond what is reasonably necessary to inspect an item.

These conditions do not limit your statutory consumer rights.

3. How to Start a Return

To request a return, please contact us through our website's Contact page within the applicable return period.

Include your order number, the item you wish to return, and your reason for returning it, if applicable.

Our team will review your request and provide return instructions and the appropriate return address.

Please contact us before sending any items back so we can provide the correct return instructions. This does not affect your right to exercise any applicable statutory cancellation right.

4. Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs.

If an item is faulty, damaged on arrival, or incorrect, LUNA will cover reasonable return shipping costs for qualifying claims.

We recommend using a tracked shipping service and retaining proof of postage.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the refund outcome.

Approved refunds will be issued to your original payment method. We aim to process refunds within 5 business days of approval, subject to any applicable statutory refund deadlines.

Please note that your bank or payment provider may take additional time to reflect the refund in your account.

Original delivery charges are generally non-refundable for voluntary change-of-mind returns, except where required by applicable law.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, we recommend contacting us through our Contact page within 7 days of delivery, including photographs of the issue where possible.

If a manufacturing defect becomes apparent after delivery, please contact us as soon as you discover the issue.

For qualifying claims, LUNA will provide an appropriate remedy, which may include a repair, replacement, or refund, in accordance with applicable consumer protection laws.

LUNA will cover reasonable return shipping costs for qualifying faulty, damaged, or incorrect items.

Normal wear and tear, accidental damage, and misuse are not automatically considered manufacturing defects.

The recommended 7-day reporting period does not limit your statutory consumer rights.

7. Exchanges

We do not currently offer direct exchanges for change-of-mind requests.

If you would like a different colour or product, please return your eligible item for a refund and place a new order.

This does not affect your right to a replacement or other appropriate remedy for faulty or incorrect products where required by law.

8. Right of Withdrawal — UK & EU Customers

If you are a consumer whose purchase is covered by UK or EU statutory distance-selling cancellation rights, you generally have the right to cancel an eligible order within 14 days of delivery, without providing a reason.

To exercise this right, you must clearly inform us of your decision to cancel within the applicable cancellation period. You may do so through our website's Contact page.

After notifying us, you generally have a further 14 days to send the item back.

Where required by law:

  • We will reimburse the price of the returned goods, including applicable standard outbound delivery charges.

  • Additional charges for upgraded delivery services will not be reimbursed beyond the cost of standard delivery.

  • Customers are responsible for direct return shipping costs for change-of-mind cancellations, unless otherwise required by law.

  • Refunds will be made without undue delay and within the applicable statutory deadline, generally no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back, where withholding reimbursement until that point is legally permitted.

  • Refunds will be made using the original payment method unless otherwise agreed.

You may reasonably handle and inspect an item as you would in a physical store. Where permitted by law, a deduction may apply if handling goes beyond what is necessary to establish the item's nature, characteristics, and functioning.

Certain statutory exceptions may apply, including to qualifying personalised or made-to-order goods.

Nothing in this policy limits or excludes your statutory consumer rights.

9. Contact Us

For return requests, refund enquiries, damaged or defective items, or questions regarding this policy, please contact us through our website's Contact page.

Our team will review your enquiry and provide further instructions.