退款政策

Returns & Cancellations

Last updated August 2026

Cancellation and address-change requests

Email admin@lune-pet.com within 24 hours of ordering if you need to request a cancellation or address change. We will confirm whether the request can still be completed. After an order enters preparation or fulfilment, we cannot promise a non-quality cancellation. After dispatch, a shipment cannot be treated as cancelled simply by requesting an address change or refusing delivery.

Made-to-order items

Some LUNE pieces are prepared or made to the customer’s selected specifications. Where permitted by law, goods that are clearly personalized or made to order may be excluded from change-of-mind cancellation and return rights after preparation begins. Selecting a standard ready-made option does not remove any statutory consumer right that applies to the order.

Damaged, faulty, incorrect, or misdescribed items

If an item arrives damaged, faulty, materially different from its description, or incorrect, contact admin@lune-pet.com promptly—preferably within 7 days of delivery—with the order number and clear photographs. LUNE will assess the issue and provide the repair, replacement, return, or refund remedy required by applicable law. For an approved quality issue, LUNE will provide return instructions and cover the reasonable return or replacement shipping cost. Do not send an item back without return instructions because the return location may differ from the fulfilment origin.

Change-of-mind returns

For non-personalized goods, customers in the United Kingdom and European Union may have a statutory 14-day withdrawal period beginning on delivery. Other mandatory local rights also remain unaffected. For a non-quality return requested after dispatch, the customer is responsible for return shipping. Original outbound shipping charges are non-refundable except where applicable law requires reimbursement. If the law requires the cost of standard delivery to be refunded, any premium or expedited-delivery upgrade remains non-refundable to the extent permitted by law.

Refunds

Approved refunds are sent to the original payment method after the applicable cancellation or return checks are complete. Banks and payment providers may require additional time to post the funds. Shipping is refunded only when required by law or when the item is confirmed faulty, incorrect, or not as described. Nothing in this policy limits rights that cannot legally be excluded.