Refund policy
Refund & Returns Policy
We want you to be happy with your Luna Cotton purchase. If you change your mind about an item, you can request a return in accordance with the terms below.
Change-of-mind returns
If you simply change your mind, decide that you no longer want the item, or the item is not what you expected, you can request a return within 14 days of receiving your order.
The item must be returned unused, in its original condition and, where applicable, with its original packaging and tags.
You are responsible for the cost of returning the item to us. We do not provide a prepaid return label for change-of-mind returns.
We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.
Once we receive and inspect the returned item, we will issue the applicable refund.
Damaged, faulty or incorrect items
If your item arrives damaged, is faulty, is incorrect, or is not as described, please contact us as soon as possible before returning it.
Please provide photographs of the item and, where relevant, the packaging, so that we can assess the issue.
If the item is confirmed to be damaged, faulty, incorrect or not as described, we will cover the reasonable cost of returning the item where a return is required.
Depending on the circumstances, we may ask you to return the item, offer a replacement or provide a refund. In some cases, we may ask you to keep the item and arrange a refund without requiring it to be returned.
How to request a return
To request a return, please contact us at [lunaaslowfashion@gmail.com] within 14 days of receiving your order.
Please include:
- Your order number
- The item you wish to return
- The reason for the return
We will provide you with the return instructions if your return is accepted.
Refunds
Once we receive your returned item, we will inspect it and let you know whether your refund has been approved.
If approved, your refund will be made to the original payment method.
For a change-of-mind return, the cost of returning the item to us is your responsibility.
If you are exercising your statutory cancellation rights for an online order, we will refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, we will only refund the cost of our standard delivery service.
Items that cannot be returned
For hygiene reasons, certain items may not be eligible for return once they have been unsealed or used where an applicable legal exception applies.
This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.
Sale items
Sale and discounted items are subject to the same statutory rights as full-price items.
If you change your mind about a sale item, the same change-of-mind return conditions above apply unless the item was clearly sold as faulty and you were informed of the specific fault before purchase.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please return the original item in accordance with this policy and place a new order.
Late or missing refunds
If you have been notified that your refund has been processed but you have not received it, please first check your bank or payment provider.
If you still have not received your refund, please contact us at [YOUR EMAIL ADDRESS].
Contact
If you have any questions about returns or refunds, please contact us at:
[lunaaslowfashion@gmail.com]
Luna Cotton
London, United Kingdom