Return and Refund Policy

At Luna Mae, your satisfaction is important to us. This policy explains how returns and refunds work, including your rights under Australian Consumer Law.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), consumers are entitled to a repair, replacement, or refund when a product has a major failure, or does not meet a consumer guarantee. These rights apply regardless of our change-of-mind return policy and cannot be excluded or limited.

  • Major failure: You may choose a refund or replacement. A major failure includes products that are significantly different from their description, substantially unfit for their intended purpose, unsafe, or have a defect that would have prevented purchase if known.
  • Minor failure: We may choose to repair the product within a reasonable time. If the repair is not completed within a reasonable time, you are entitled to a refund or replacement.

These rights apply to all products, including sale and discounted items. You are not required to return a product in its original packaging to make a claim under Australian Consumer Law.

Return Policy Overview

  • Return window: You have 30 days from the day you receive your order to return items.
  • Condition: Items must be unworn, unwashed, and in original condition with all original tags and labels still attached.
  • Original packaging: Items should be returned in original packaging where possible. Original packaging is not required for statutory claims under Australian Consumer Law.
  • Returns: Our customer service team will assist you through the return process.

Return Costs

  • Defective or incorrect items: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way. We will cover the cost of return shipping.
  • Change of mind: The cost of return shipping is the responsibility of the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. You will need to arrange and pay for your own return shipping using a tracked postal service.

Restocking Fees

We do not charge any restocking fees on returns. If your return is approved, you will receive a full refund of the product price with no deductions.

How to Return an Item

  1. Contact us: Email our team at support@luna-mae.com or via our Contact page with your order number and reason for the return.
  2. Pack your item: Repack the item securely in its original packaging, including all tags and labels.
  3. Send it back: Ship the item using a tracked postal service as per the instructions provided by our customer service team. We cannot be responsible for items lost in transit if sent without tracking.

Please do not send returns without first contacting us. Returns sent without prior approval may not be processed.

Refund Process

  • Inspection: Once we receive your return, we will inspect the item to ensure it meets our return criteria.
  • Refund: After inspection, your refund will be processed within 5 business days. The refund will be issued to your original payment method. Please allow additional time for the refund to appear in your account, depending on your bank or payment provider.

Exchanges

Want to swap for a different size or colour? No problem! Reach out to us at support@luna-mae.com or via our Contact page, and we'll help you exchange your item. Exchanges are subject to stock availability. Please contact us before returning the item so we can confirm your preferred option is available.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@luna-mae.com or via our Contact page. Cancellations requested within 24 hours of placing your order may be possible if the order has not yet been dispatched. Once an order has been dispatched, it cannot be cancelled, but you may return it under our change-of-mind return policy once it arrives.

Damaged or Defective Items

If your item arrives damaged, faulty, or significantly different from its description, please contact us as soon as possible at support@luna-mae.com with photographs and a detailed description of the issue. We will arrange a replacement or full refund at your choice, in accordance with your rights under Australian Consumer Law.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned under our change-of-mind policy:

  • Underwear and intimates
  • Swimwear (if hygiene seal has been removed)
  • Earrings and pierced jewellery
  • Items that have been worn, washed, altered, or damaged by the customer

Please note: These exclusions apply to change-of-mind returns only. If any of the above items are faulty or defective, your rights under Australian Consumer Law still apply in full.

Questions?

Visit our Frequently Asked Questions page or contact our customer service team. For information about delivery timeframes, please see our Shipping Policy. For questions about payments, please see our Payment Policy. For general terms, please refer to our Terms of Service.

Contact

Store name: Luna Mae

Business Name: Velo Goods Retail

Address: Wilderbeekstraat 40, 5931KW, Tegelen, The Netherlands

E-mail: support@luna-mae.com

Contact form: Contact

Phone: +31683001207

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (AEST)

We aim to respond to all enquiries within 24 hours.