Refund Policy

Luna’s Closet

Order Confirmation & Acceptance of Policy

By placing an order through the Luna’s Closet website, you confirm that you have carefully read, understood, and accepted this Refund & Return Policy.

Completing a purchase indicates that you:

  • Acknowledge and accept our return terms and deadlines

  • Agree to comply with the return process described below

  • Understand that, in the event of a payment dispute or chargeback, this policy and related order records may be used as supporting evidence

Returns

If you are not fully satisfied with your order, you may request a return for eligible items within 30 days of delivery, provided all conditions outlined below are met.

Return Conditions

Returned items must meet the following requirements:

  • Items must be unused, unworn, and unwashed

  • Products must be returned in their original condition and original packaging

  • Only standard inspection and handling may have taken place

  • Return shipping and handling costs are the responsibility of the customer

Once your return is received, it will be inspected and processed within 7 business days. Luna’s Closet reserves the right to refuse returns that show signs of wear, improper use, or damage not caused by us.

How to Request a Return

To request a return, please follow these steps:

  1. Contact us by email at info@lunas-closet.com within 30 days of receiving your order

  2. Include the following details in your email:

    • Order number

    • Reason for the return

    • Clear photos of the item (mandatory for damaged or defective products)

    • Your full name and shipping address

  3. Wait for confirmation and return instructions before sending any items

Returns sent without prior approval may be rejected.
We strongly advise using a tracked shipping method and retaining proof of shipment until your return is fully processed.

Damaged or Defective Items

If your item arrives damaged or has a manufacturing defect, please notify us within 48 hours of delivery by emailing info@lunas-closet.com.

Please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the defect

After verification:

  • A replacement may be offered, depending on availability and the nature of the issue

  • In some cases, a return of the item may not be required

Replacement orders are typically processed within 7–14 business days.

Lost, Refused, or Unclaimed Shipments

If your order appears to be lost during transit:

  • Contact us with your order number and tracking details

  • We will coordinate with the courier and arrange a replacement or refund once the loss is confirmed

If a package is refused, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, a $35 CAD fee will be deducted from the refund to cover shipping and administrative costs.

Cancellations & Right of Withdrawal

In accordance with consumer protection guidelines, customers may withdraw from their purchase within 30 days of receiving the order.

Please note:

  • Orders cannot be canceled once they have been shipped

  • If your order is already in transit, a return request may be submitted after delivery

  • To request a cancellation before shipment, contact info@lunas-closet.com as soon as possible

  • Return shipping costs remain the responsibility of the customer

Chargebacks & Payment Disputes

If you experience an issue with your order, we kindly ask that you contact us first so we can resolve the matter promptly.

In the event of a chargeback or payment dispute, Luna’s Closet may submit relevant documentation to the payment provider, including:

  • Order confirmation details

  • Shipping and tracking information

  • Email correspondence and submitted images

Submitting a chargeback without prior communication may delay resolution and could affect future purchasing eligibility.

Additional Important Information

  • All approved returns must be shipped to our central fulfillment warehouse in Asia

  • Return shipping costs are not covered

  • Luna’s Closet is not responsible for customs delays or clearance issues

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted

  • Returns are not free; shipping and handling fees apply

Contact Information

For any questions regarding this Refund & Return Policy, please contact our customer support team:

Luna’s Closet
Email: info@lunas-closet.com

We’re always happy to assist you.