Returns & Refunds Policy

1. Your Legal Rights (Required by Law)

1.1 Faulty or Misdescribed Items

  • Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if your item is faulty, not as described, or not fit for purpose.

  • You can reject an item within 30 days of delivery and request a full refund. After 30 days, we may offer a repair or replacement first. If the issue cannot be resolved, you are entitled to a refund.

1.2 Online Purchases – Right to Cancel (“Cooling-Off Period”)

  • For online purchases, you have the right to cancel your order within 14 days of receiving it without giving any reason.

  • Once you notify us, you have a further 14 days to return the item (a total of up to 28 days).

  • We will process your refund (including standard delivery charges) within 14 days of receiving the returned item or proof of postage.

1.3 Exceptions to Cancellation Rights

The right to cancel does not apply to:

  • Personalised or customised products

  • Perishable goods

  • Sealed items (such as underwear, swimwear, beauty or hygiene products) once unsealed

  • Digital products after download has started

2. Our Store Policy (Additional to Your Legal Rights)

We want you to love your purchase, so we offer the following additional flexibility:

2.1 Exchanges for Change of Mind

  • We accept exchanges of unused items in their original condition, with tags attached, within 14 days of delivery.

  • Exchanges will be issued as a store credit or voucher.

  • Return postage for change-of-mind exchanges is the customer’s responsibility.

2.2 Faulty or Incorrect Items

  • If your item is faulty or we sent you the wrong product, we will provide a free returns label.

  • Once we receive the item, you may choose between a full refund or replacement.

  • Refunds will be processed within 14 days of receiving the returned goods.

3. How to Return an Item

  1. Contact us at myluneve@gmail.com with your order number and reason for return.

  2. We will provide instructions and, if applicable, a prepaid return label.

  3. Pack the item securely, include your order details, and post it back to us.

4. Refund Timeline

  • Faulty/incorrect items or cancellations under legal rights: Refunds will be issued within 14 days of receiving the item (or proof of postage).

  • Change of mind returns under our store policy: Refunds or store credits are typically processed within 7–10 business days after inspection of the item.

5. Transparency

This Returns & Refunds Policy is in addition to your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.