Refund policy
RETURNS
We want you to be delighted with your purchase, but if you are not, you can return any item within 14 days of receipt, provided the products are returned complete, in perfect condition, unused, unwashed and in it's original packaging, we will be happy to make a refund which will go onto the card used when you made your purchase. We are not able to refund any postage charges.
EXCHANGES
Unfortunately, we do not offer an exchange service online. When returning an item, you will be refunded according to the normal refund policy. We do offer an exchange in store but it must be in it's original packaging with no damages. We will only be able to exchange items for either the same amount or more and must be returned within 14 days.
RETURNS TO STORE
You can return the item/s to the store, as long as you have your receipt. Please find the store on 40 Commercial Street, Hereford, HR1 2DJ.
RETURNS VIA COURIER / POST
For items being returned by courier or post, please ensure you complete and enclose the return form with the details of the items you are returning.
If you no longer have your return form, please include a letter with your name, address, email address, daytime telephone number and order number, if possible. Please let us know what you are returning and why.
Make sure your items are securely wrapped and send your return to the following address:
Lūna Gifts
40 Commercial Street,
Hereford,
Herefordshire,
HR1 2DJ
HOW LONG WILL IT TAKE TO DEAL WITH MY RETURN?
Once your parcel has been received by our team it can take up to five days to fulfil your request. Returns are dealt with in the order in which they are received, so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel, we will confirm this to you by email, assuming you have provided your email address. Please remember it can take three to four days after we have processed a refund payment for it to appear on your credit-card statement.
If you do not receive our email confirmation within 10 days of sending your return to us, please contact us at hello@lunarialifestyle.com so we can look into this.
FAULTY ITEMS
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 14 days of purchase, then you can return the item under our normal return procedure for a refund. Make sure you let us know about the fault so we can make sure other items are not affected.
If a fault develops outside of the 30-day return period, or the item is difficult to package and return, contact us on hello@lunarialifestyle.com before you return the item so we can discuss the fault with you and agree the best way forward. A refund will be offered regardless if the goods are faulty.
RETURNING A GIFT
An email will be sent to the person who made the original purchase when the exchange is completed. Refunds can only be made to the original credit, or debit, card on which the gift was purchased. This does not affect the purchaser's legal rights.
ITEMS EXCLUDED FROM RETURNS
Whether exercising your legal right to return a product under our returns policy, you do not have a right to return the following order in respect of: products that are made to your unique specification or that are personalised for you, such as items bearing your name, initials, or products such as flowers, plants and earrings that the seal has been removed. Gift vouchers are unfortunately not eligible for return.