Return and Refund Policy
Last Updated: Jan 20th 2025
Overview
At Lune, we want you to be completely satisfied with your purchase. This policy outlines our procedures for returns, exchanges, and refunds.
Return Eligibility
Timeframe
- We don’t offer any return unless item is damage from our side.
Item Condition Requirements
- Items must be unwashed.
- All original tags must be attached
- Items must be in their original packaging
- Items must be free from any signs of use, wear, or damage
- Items must be free from perfumes, deodorants, or other scents
Non-Returnable Items
The following items cannot be returned:
- Sale or discounted items
- Items marked as “Sale”
- Items that have been worn, washed, or altered
- Items without their original tags and packaging
- Items that show any signs of use or damage
Return Process
Initiating a Return
- Contact our customer service team within 24 hours of receiving your order
- Email: support@lune-brand.com
- Include your order number in the subject and reason for return.
- Wait for our team to approve your return request via email.
- Receive return authorization and shipping instructions via email.
Return Shipping
- Customer is responsible for all return shipping costs
- Use a tracked shipping service to return the items
- Pack items securely to prevent damage during transit
- Include return authorization number with your package
- Ship to the address provided in return authorization
Exchange Process
We offer exchanges for items of equal or different value, subject to:
- Customer pays shipping costs for both return and new item
- Exchange requests must be made within 3 days of receiving order
- Items must meet all return eligibility requirements
- Price differences:
- If new item costs more, customer pays the difference
- If new item costs less, we refund the difference
Refund Process
Refund Method
- Refunds will be issued to the original payment method only
- No store credits will be issued
- Processing time: 7-14 business days after receiving returned item
Refund Amount
- Original purchase price of the item(s)
- Original shipping costs are non-refundable
- Return shipping costs are not refunded
International Returns
- International returns are processed according to the destination country’s standard return procedures
- Customer is responsible for:
- Return shipping costs
- Any customs fees or import duties
- Ensuring proper documentation for customs
- International returns may take longer to process
- All international returns must be trackable
Damaged or Incorrect Items
If you receive damaged or incorrect items:
- Contact us within 24 hours of receiving your order
- Provide photos of the damaged items or incorrect items received
- Include your order number and detailed description of the issue
- Wait for our customer service team’s response within 1-2 business days
Quality Guarantee
We carefully inspect all items before shipping to ensure they meet our quality standards. However, if you receive an item with manufacturing defects:
- Contact us immediately with photos and description of the defect
- We will review your claim within 2 business days
- If approved, we will provide return shipping labels at no cost
Cancellation Policy
- Orders can only be cancelled before they are shipped
- Once an order has shipped, it must follow the standard return process
- Cancellation requests must be sent via email to support@lune-brand.com
Contact Information
For any questions about returns or refunds:
- Email: support@lune-brand.com
- Working Hours: 9AM – 4PM (UAE Time)
Policy Changes
We reserve the right to modify this policy at any time. Changes will be posted on this page with an updated revision date.
Additional Notes
- Keep all packaging and documentation until you are completely satisfied with your purchase
- Items returned without prior authorization may be rejected
- We recommend taking photos of items before returning them
- Track your return shipment to ensure safe delivery
For any questions or concerns about this policy, please contact our customer service team.