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Return & Exchange Policy

  • RETURNS:

If you are not happy with your purchase and wish to return an item, please Contact Us within 14 days from receiving your order. Our policy lasts 14 days. If 14 days have gone by since receiving your purchase, unfortunately we can’t offer you a refund or exchange. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Please include the following information:

  1. Full Name
  2. Order Number
  3. Cell Phone Number and Email Address
  4. Complete Shipping Address

Our customer service team will review the return request and will send further instructions if the return is approved.

To be eligible for a return/refund, your item must be unworn, unwashed, unused or otherwise in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, wearable items, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items:

  1. Sale items
  2. Gift cards
  3. Downloadable software products
  4. Health and personal care items
  5. Personal protective equipment
  6. Wearable items

Please do not send your purchase back to the manufacturer. 

There are certain situations where only partial refunds are granted (if applicable) 

  1. Book with obvious signs of use
  2. CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  3. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  4. Any item that is returned more than 14 days after delivery. 

 

  • RETURN SHIPPING LABEL:

We do not provide pre-paid shipping packages to send products back to us. You must send back unwanted product at your own expense.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over $75, you should consider using a shipping service with tracking number or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

  • REFUNDS (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a refund will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

 

  • WE DO NOT ISSUE A REFUND IF:
  1. Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address, lost or stolen)
  2. Your order does not arrive due to exceptional circumstances outside of our control (e.g. not cleared by customs, delayed by a natural disaster).
  3. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. Damaged products through customer mishandling.
  4. Products that have been personalized cannot be refunded or exchanged
  5. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. 

 

  • LATE or MISSING REFUNDS (if applicable):

If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company or bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at support@mylunashop.com

  • SALE ITEMS (if applicable):

All sale items are final! Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

  • Gift Cards:

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

  • EXCHANGE (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@mylunashop.com.

 

  • DEFECTIVE/INCORRECT/DAMAGED ITEMS

If products are defective/incorrect/damaged, you will either receive a replacement or it will be repaired by the manufacturer. Please contact us at support@mylunashop.com within 48 hours to start the return process after item(s) received.

Please include the following information:

  1. Full Name
  2. Order Number
  3. Email Address
  4. Photo or Video of Defective/Damaged Product
  5. Video of Defective Product in Use (if applicable)

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

 

  • CHANGE OR CANCEL ORDER

Please contact us at support@mylunashop.com within 24 hours after order is placed if you need to modify or cancel your order. Make sure to provide your full name, order number and the modification you would like to make and we’ll confirm once the modification has been approved.

You may request a cancellation within 24 hours of purchase. Otherwise you will not receive refund as we have already started the shipping process.

Please NOTE that any orders that have already been packed, processed or shipped cannot be modified or cancelled.