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 offer 3 days return so you can have the time to check the size and feel of our products.

Item Condition Requirements

• Items must be unwashed.
• All original tags must be attached
• Items must be free from any signs of  heavy use 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 washed, or altered
• Items without their original tags
• Items that show any signs of heavy use or damage

Return Process

Initiating a Return

1. Contact our customer service team within 3 days of receiving your order, either by email or through our social media directs.
2. Email: support@lune-brand.com
3. Include your order number in the subject and reason for return.
4. Wait for our team to approve your return request via email.
5. Receive return authorization and shipping instructions via email.

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:

1. Contact us within 24 hours of receiving your order
2. Provide photos of the damaged items or incorrect items received
3. Include your order number and detailed description of the issue
4. 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.