Refund policy
LUNA LIGHT STUDIOS
Return & Refund Policy
At Luna Light Studios, we want you to be happy with what you buy from us. Please read this policy before starting a return — it explains what we accept, what we don’t, and who pays for what.
For all return-related queries: support@lunalightstudios.com
1. Return Window
You may request a return within 15 calendar days from the date of delivery. Requests made after 15 days cannot be accepted.
Please inspect your order as soon as it arrives.
Customers in the UK and EU have a longer statutory window — see Section 10.
2. What We Accept
To be eligible for a return, all of the following must be true:
• The item is unused and in resalable condition
• The item is in its original packaging with all parts included
• You contacted us and received return approval before shipping anything back
We accept returns in two situations:
A. Something is wrong with the order — the item arrived broken, defective, non-functional, or is not what you ordered.
B. Change of mind — you simply no longer want the item. Different rules apply; see Section 5.
3. What We Cannot Accept
• Items that have been installed, unpacked, altered, or customised
• Items bought during Final Sale events
• Shades, bulbs, or accessories purchased individually
• Items reported as damaged without valid proof of a logistics-related issue
• Unsolicited returns — anything shipped back to us without prior written approval will be refused. Always contact us first.
Please do not include unrelated or extra items in a return parcel. We are not responsible for returning items sent to us by mistake.
4. Damaged, Defective, or Incorrect Items
If your item arrives broken, defective, or incorrect:
• Report it in writing within 72 hours of delivery, with photos or video
• We will prioritise a replacement at no additional cost to you
• Luna Light Studios covers return shipping in these cases only
If a replacement is not available, you may choose a full refund or store credit.
5. Change-of-Mind Returns
Accepted within 15 days of delivery, provided the item is unused, unopened in its original packaging, and in resalable condition.
You arrange and pay for return shipping. The following amounts are deducted from your refund:
|
Deduction |
Amount |
|
Original shipping charges |
Non-refundable |
|
Customs duties, import taxes, brokerage or handling fees incurred on the returned parcel |
Deducted at cost |
We do not charge a restocking fee.
Refunds are issued only after the returned item reaches us and passes inspection.
6. Return Shipping — Customer Responsibility
Customers are responsible for all return shipping costs. Luna Light Studios does not cover or reimburse return shipping fees.
For international returns, the customer is also responsible for any customs duties, import taxes, brokerage or handling fees incurred on the returned parcel. Parcels sent to us with duties unpaid will be refused and returned to sender at the customer’s expense.
This applies to every return except those covered in Section 4 (faulty, damaged, broken, or incorrectly shipped items), where Luna Light Studios pays the return shipping.
When returning an item, please also note:
• Ship the parcel Delivered Duty Paid (DDP) — all duties, taxes and fees prepaid by you
• Declare the item accurately and truthfully on all customs paperwork
• Send us the tracking number as soon as the return is dispatched
• Use trackable shipping, and consider insurance for higher-value items
• Any taxes, duties or fees we are charged on your return will be deducted from your refund
We are not responsible for returns lost or damaged in transit back to us.
7. Refund Process
• Refunds are initiated within 2 business days of us receiving and inspecting the returned item
• You will receive an email once the refund is approved
• Approved refunds are processed within 1–3 business days to the original payment method
• If you have not seen the refund after 7 business days, please contact your bank or payment provider — the delay is on their side once we have released it
Partial refunds may apply if the item is used or opened, or if parts are missing due to customer handling. Discounted and Final Sale items may qualify for partial refunds only.
8. Order Cancellations
• Orders may be cancelled within 72 hours of being placed
• Custom and special-order items cannot be cancelled
• Orders that have already shipped cannot be cancelled and will be handled as returns under this policy
9. Exchanges
Exchanges are offered only for items that arrive defective, damaged, or incorrect. If you want a different style, size, or specification, please place a new order and return the original item under this policy.
10. Terms
This policy forms part of our Terms & Conditions of Sale, and takes precedence in the event of any conflict.
By placing an order with Luna Light Studios, you agree to this Return & Refund Policy. If you do not agree with any part of it, please do not place an order.
Questions: support@lunalightstudios.com