Refund policy
Domestic Orders (India)
Only certain items are eligible for return or exchange. See product details carefully on the product page to see if your product is eligible for return or exchange. You can request a return or exchange for eligible pieces only.
Sale & Discounted items
All sale, discounted and promotional items are final sale and cannot be returned or exchanged.
Gift Boxes & Gift Wrapping
Add-on gift boxes and gift wrapping services are not eligible for return, exchange or refund.
Please note:
Exchanges are subject to product availability. If the requested product is unavailable, we will assist you with an alternative eligible product or process the applicable refund after the return has been received.
1. Return & Exchange Eligibility Period
We offer a 7-day return policy, which means you must request and complete your return process within 7 days of receiving your order. Requests made after this 7-day window will not be accepted.
2. Return or exchange order conditions
To be eligible for a return or exchange, the item must be:
- Unworn and unused
- In its original condition
- Returned with its original packaging and tags, where applicable
- You will also need the receipt or proof of purchase
Please do not send the product back to us before your return or exchange has been approved by our team.
Please note:
We reserve the right to approve or decline returns and exchanges.
3. Contact
To initiate a return or exchange, please contact us at shop@lunaandgoods.com with your Order ID, a photo or video of the piece(s), and the reason for the return or exchange.
4. Return Pickups and Return Fee
Once a return has been approved, an at-home pickup will be arranged. A ₹110 return shipping fee will be deducted from the refund amount to arrange an at-home pickup.
The package must be securely packed and ready for collection at the scheduled pickup time. All contents/pieces must be securely packed either in the original box or in another sturdy box suitable for safe transit. Items that are sent loosely or without adequate packaging will be disqualified for refund.
If a pickup is missed because the package is not ready or the customer is unavailable, additional pickup or shipping charges may apply.
Please note:
The courier partner will make a maximum of three pickup attempts. If the pickup is unsuccessful after three attempts, the pickup request will be cancelled and a new pickup will need to be arranged. Customers should remain available for communications from the pickup agent, including SMS, WhatsApp messages or calls, to facilitate timely collection within the applicable 7-day return window.
Exception:
If the scheduled pickup cannot be completed, or if pickup service is unavailable in your area, you must arrange and bear the cost of returning the package
5. Refund Processing
Once a returned product has been received, it will undergo a quality check. Refunds or store credit will be processed only after the product passes this quality check.
A ₹110 return shipping fee will be deducted from the refund or store credit amount for all returns, regardless of the original payment method. Any applicable non-refundable add-ons, including gift boxes or gift wrapping, will also be deducted.
For Prepaid orders
For prepaid orders, the refund will be issued to the original payment method within 7–10 business days after the product passes our quality check.
Once the refund has been processed, the time taken for the amount to reflect in your account may vary depending on your bank or payment provider.
For Cash on Delivery (COD) orders
Refunds for returned COD orders will be issued as store credit only. We do not issue COD refunds in cash or through any other digital payment methods. COD store credit has no expiry date and can be used towards future purchases on our website.
6. Damaged or Incorrect Products
We strive to deliver products that meet our quality standards and are carefully crafted with attention to detail. If you receive a damaged, defective or incorrect product, contact us within 24 hours of delivery.
Send us your Order ID along with clear photographs or a video of the product and its packaging.
Our team will review the issue and, if the damage or error is verified, we will arrange an appropriate resolution.
The product must not be used, worn, altered or repaired before the issue has been reported to us.
Product Variations
Many of our products are handcrafted and made in small batches. Slight variations in colour, texture, finish, shape or placement may occur. These variations are a natural characteristic of handcrafted products and are not considered defects. We recommend checking the product details, dimensions, materials and care instructions carefully before placing your order.
7. Fair Use Policy
We reserve the right to limit or decline returns and exchanges from customers with unusually high or repeated return activity.
This includes repeated returns, frequent exchanges, repeated COD order refusals or any other activity that may indicate misuse of our returns policy.
This policy helps us maintain a fair returns experience for all our customers.
Order Refusals
Refusing or rejecting an order at the time of delivery is not considered a return. If you wish to return an order, you must accept the delivery and initiate a return within the applicable 7-day return window. Repeated cash on delivery (COD) order refusals may affect eligibility for future COD purchases.
International Orders
International purchases are not eligible for returns, exchanges or refunds.
All international purchases are considered final sale.
Any customs duties, import taxes, brokerage fees or other charges paid in connection with an international order are non-refundable.
Please contact us at shop@lunaandgoods.com for further assistance.