Refund policy

RETURN & REFUND POLICY

Last updated: August 2026

1. Return Window

We want you to love your LUNARA bag. If you're not satisfied, you may return your item within 7 days of delivery, subject to the conditions below.

2. Right of Withdrawal — UK & EU Customers

If you are a consumer located in the United Kingdom or the European Union, you have a statutory right to cancel your order and return your item within 14 days of delivery, without giving any reason, in accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU).

To exercise this right, you must inform us of your decision to cancel within the 14-day period by contacting us through our Contact page. You then have a further 14 days to return the item to us once you've notified us.

Where this statutory right applies, we will reimburse the price paid, including standard delivery charges, within 14 days of receiving the returned item (or evidence that it has been shipped back), using the original payment method.

3. Return Eligibility

To be eligible for a return, items must be:

  • Unused and unworn
  • In original condition, undamaged
  • In original packaging with all tags attached

Items that do not meet these conditions may be refused or subject to a reduced refund.

4. How to Start a Return

Contact us via our Contact page with your order number and reason for return. We will provide instructions for returning your item.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5-10 business days of approval.

6. Return Shipping Costs

Customers are responsible for return shipping costs, except where:

  • The item arrived damaged, defective, or incorrect, or
  • The return is made under the UK/EU statutory right of withdrawal described in Section 2, in which case standard shipping charges (not return shipping) are reimbursed as required by law.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the issue. We will arrange a replacement or full refund, including any return shipping cost, at no charge to you.

8. Exchanges

We do not currently offer direct exchanges. To receive a different item, please return your original order for a refund and place a new order.

9. Contact

Questions about this policy can be directed to us via our Contact page.