Refunds & Returns
ITEMS PURCHASED ONLINE
You may return items bought at www.lunaamani.comin their original, unused and saleable condition for a refund or exchange within 14 working days from receipt. You are not required to give us any reason for doing so; however proof of purchase (order number) is required. This excludes personalised items which cannot be returned or exchanged unless faulty.
You will be required to organise and pay for the return of the items to us. Before doing so, please contact us for a return reference. Return address is: Luna Amani, Unit 8 24 Norbury Rd, Cardiff, CF5 3AU.
If there is a fault with your product, please return it to us for investigation at the above address. Please retain proof of postage. If the product is deemed faulty, to be decided in the sole discretion of the Company, we will replace the product for you, or if you prefer will refund you the cost of the product, but not the price of any other delivery option chosen by you.
If the items you receive do not match what you ordered, or something has been delivered to you that you did not order, please notify us immediately by contacting Customer Services within 14 days of receipt so that we may check your order. We will then arrange to collect any incorrect items from you and/or organise for any previously missing or replacement items to be sent to you free of charge.
Goods Damaged In Transit
If your item has been damaged in transit, please contact us immediately, and provide photographic evidence via email or post within 14 days of receipt. If on receipt we conclude that the damage was caused in transit, we will replace the item for you.
RETURNING AN ITEM
If you are returning an item to us, please ensure that you include the Dispatch Note in your parcel, pack the items in their original packaging where possible, and write your order number on the address label of your package.
We cannot accept liability for returned goods lost in transit.
IMPORTANT NOTE FOR RETURNS FROM OUTSIDE THE UK
A customs form will be required by your country’s postal service for international shipping. When you fill in this form, please make sure that you tick ‘returned goods’ (not ‘commercial goods’) otherwise we will be charged import tax on your return and will need to deduct this from your refund, or reject the parcel which will then be sent back to you. If this option is not listed on the form, please tick ‘other’ and write ‘returned goods - exempt from import tax.’ Thank you. Please allow extra time for the processing of your return if you are returning items from outside the UK.
If a refund is actioned by us, subject to these conditions, your payment for the goods will be refunded as soon as possible by the original payment method, on some occasions it may take up to 21 days. Please contact us with any concerns.
If an exchange has been arranged, this will be processed for dispatch within 7 working days of us receiving your returned goods, and will be delivered via standard delivery. Please note delivery times may vary depending on shipping destination and during busy holiday seasons.
For all enquiries, please contact our team on firstname.lastname@example.org