Return & Refund Policy

At Luna Mae, we are dedicated to providing you with exceptional quality and outstanding service. If, for any reason, you’re not fully satisfied with your purchase, we offer a simple and transparent refund and return process to ensure your peace of mind.

30-Day Return Policy

We accept returns within 30 days from the date of delivery. To qualify for a return, items must be unused, in their original condition, and include all original packaging and documentation, such as your order confirmation or packing slip.

How to Return an Item

To initiate a return, please contact our customer service team at support@luna-mae.com Kindly provide the following details to assist us in processing your request efficiently:

• Order number
• Name on the order
• Delivery address
• Reason of return

After your return has been approved, you can send your item back to us by post (as specified in our return method).

For your protection, we require using a tracked shipping service, as we cannot be held responsible for items lost during transit. Returns sent without tracking that are lost may not qualify for a refund.

Return Shipping

• The cost of return shipping is the customer’s responsibility, except in cases where the return is due to a defective product or an error on our part.
• Return labels are not provided by Luna Mae, meaning customers must arrange their own return shipping.
• Returns must be sent via post. Drop-off locations returns are not available.
• Any customs duties, taxes, or import fees related to the return shipment are the responsibility of the customer.

Refund Process

Once your returned item has been received and inspected, we will notify you via email about the status of your refund. If approved, your refund will be processed, and the amount will be credited back to your original payment method within 5 business days.

Non-Returnable Items

The following items cannot be returned:
❌ Used products
❌ Gifted items

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at support@luna-mae.com with photos and a detailed description of the issue. If the item is confirmed to be damaged, we will send you a replacement free of charge.

Exchanges

We accept exchanges. If you would like to exchange an item, please contact our customer service team before sending your order back. Our team will guide you through the exchange process and provide all necessary instructions. Please note that items should not be returned for an exchange without prior contact.

Order Cancellations

If you change your mind and no longer wish to keep your items, cancellations are only eligible for store credit. Cancellations requested within 24 hours of placing your order are possible, however a restocking fee will apply. After 24 hours, orders can no longer be cancelled as they are already being processed for shipment.

Refund Processing Time

• Refunds will be processed within 5 business days after receiving and inspecting the returned item.
• Please allow additional time for the refund to reflect in your account, depending on your payment provider.

Contact Information

📧 Email: support@luna-mae.com
🕒 Support Hours: 24/5

Company Information

🏢 Company Name: Velo Goods Retail
📜 Company Registration No.: 92012205