Refund policy

RETURN & REFUND POLICY

We hope you love your LA LUNA purchase. If something isn’t quite right, eligible items may be returned in accordance with the conditions below.

14-Day Return Period

You may request a return within 14 days of receiving your order.

To be eligible for a return, the item must be unused, unworn, unwashed and in its original condition, with all original tags, packaging and accessories intact.

Items showing signs of wear, washing, alteration, damage, stains, odours, missing tags or otherwise not returned in their original condition may be refused.

How to Request a Return

Please contact LA LUNA Customer Care within the applicable return period and provide your order number and the item(s) you wish to return.

Returns must be approved before being sent. Items returned without prior authorization may not be accepted.

Return Shipping

Unless an item is confirmed to be faulty, damaged upon arrival or incorrectly supplied, return shipping costs are the responsibility of the customer.

Original shipping charges, where applicable, are non-refundable except where required by applicable law.

We strongly recommend using a tracked shipping service. LA LUNA cannot be responsible for return parcels that are lost or damaged before reaching the designated return location.

Non-Returnable Items

For hygiene, safety and other applicable reasons, certain products may not be eligible for return once opened, used or where protective/hygiene seals have been removed. This may include swimwear, underwear, personal-care items and certain hygiene-sensitive children’s products, except where the item is faulty or applicable law requires otherwise.

Gift cards, personalized/custom-made products and items expressly marked as final sale are also non-returnable, except where required by applicable law.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival. If you receive an item that is damaged, defective or different from what you ordered, contact us as soon as reasonably possible with your order number and clear photographs of the item and packaging.

Once verified, we will provide an appropriate resolution in accordance with applicable consumer law.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow additional time for your bank or payment provider to process and display the refund.

Where permitted by applicable law, any shipping, return-shipping, customs, duties or other charges incurred by the customer are not refundable unless the return results from an error for which LA LUNA is responsible.

Exchanges

We do not guarantee direct exchanges due to changing stock availability. Where an exchange cannot be accommodated, you may return an eligible item under this policy and place a new order for your preferred size or product.

Orders Refused or Not Collected

If a parcel is refused, unclaimed or returned because delivery could not be completed for reasons attributable to the customer, any reasonable return shipping or related carrier charges may, where legally permitted, be deducted from the amount refunded.

Consumer Rights

Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded under applicable consumer protection laws.

By placing an order with LA LUNA, you acknowledge that you have reviewed this Return & Refund Policy.