RETURNS
Can I return my order?
Yes, returns are possible.
If you are not satisfied with your items, you may return them within 30 days of receiving your order, provided the following conditions are met:
-
The order contains all original parts and packaging, intact as delivered.
-
Normal use is acceptable; damage from improper handling is excluded.
-
For products requiring hygiene standards, items must be properly cleaned before return.
-
Any defective products must be reported immediately upon receipt.
-
Shipping costs may be charged to the customer.
Returns are processed within 7 business days. If conditions are met, confirmation will be sent within this timeframe. We reserve the right to refuse returns if items appear used or damaged beyond our responsibility.
How to return my order
If your order meets the above conditions, please follow these steps:
-
Send an email to: info@lune.nz
-
Include the following details:
-
Order number
-
Reason for return
-
Photo of the item (in case of damage)
-
Full name
-
Customer address
-
Do not send returns to the sender’s address. We will provide the correct return address once your request is received.
Return shipping costs are the responsibility of the customer.
Right of Withdrawal
Withdrawal period
You have the right to withdraw from this contract within 14 days from the day you (or a third party other than the carrier) received the last item in your order.
As our system is fully automated, orders are processed immediately after confirmation. Cancellation before shipment is not possible. Refunds are only available once the return has been received.
To exercise your right of withdrawal, please notify us (LUNE) with a clear statement (e.g., by email). The withdrawal only takes effect once we have received the goods. Return shipping costs are borne by the customer.
Shipping and Transit
Our products are shipped from Asia, which may result in longer transit times. Once dispatched, orders cannot be cancelled. Please wait to receive your package and then return it.
To speed up the process, please send us proof of return shipment.
Effects of Withdrawal
If you withdraw from the contract, we will refund all payments received from you, excluding delivery costs (unless you selected a more expensive delivery option than our standard).
Refunds will be issued within 14 days of receiving both your withdrawal request and the returned goods. Refunds will be processed using the same payment method used in the original purchase, unless expressly agreed otherwise. No fees will be charged for the refund.
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSES IN ASIA, AT THE CUSTOMER’S EXPENSE.
