Refund policy

Luna's Place Return and Refund Policy
Last Updated: April 28, 2025

Thank you for shopping with Luna's Place. Our Return and Refund Policy is designed to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

  • Email: support@lunasplace.co

  • Address: 87 N. Raymond Avenue, Pasadena, California 91103, United States of America

Policy Overview

  • Return Period: 60 days from the delivery date.

  • Refund Processing Time: 10 business days from receipt of the returned item.

  • Return Shipping Costs: We cover all return shipping costs.

  • Customs and Duty Fees: If you return an item, any customs duties or import taxes we paid on your behalf will not be refunded.

Order Cancellations

You may cancel your order within 12 hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We accept returns under the following conditions:

  • Return Window: Items must be returned within 60 days of delivery.

  • Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.

  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

  • Exceptions: Custom/personalized items (e.g., custom orders) are non-returnable unless unopened and unused.

  • 60-Day Comfort Guarantee: Products returned under our 60-Day Comfort Guarantee may show normal signs of use. Items do not need to be in unused condition to qualify — simply contact us within 60 days of delivery for a full refund.

Return Instructions

To initiate a return, please follow these steps:

  1. Contact Customer Service: Email support@lunasplace.co with your order number, reason for return, and any supporting photos (if applicable).

  2. Receive Return Authorization: Our team will review your request and provide a return authorization along with detailed instructions.

  3. Package the Item: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.

  4. Ship the Return: Use the prepaid return label sent to you via email to ship your return back to us.

Refund Policy

  • Refund Approval: Once we receive and inspect your returned item, we will notify you of the approval status within 3-5 business days.

  • Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.

  • Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@lunasplace.co.

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 60 days of delivery, and we'll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and place a new order for the correct size.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We'll arrange a return at no cost to you and offer a replacement or full refund as per your preference.

  • Incorrect Product: If you receive an incorrect item, please contact us, and we'll cover the return shipping and send you the correct item promptly.

  • Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

  • Return Window: Returns must be initiated and shipped within 60 days of receiving the item.

  • Inspection Period: Once received, returns are inspected within 7 business days.

  • Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Return Shipping Address

Please send approved returns to:
87 N. Raymond Avenue, Pasadena, California 91103, United States of America

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

Hours: Monday to Friday - 9:00 AM to 5:00 PM EST