1. Introduction

At Luna Selene, we are committed to ensuring your complete satisfaction with our products. If for any reason you are not satisfied with your purchase, you may return it to us in accordance with this Refunds and Returns Policy and your statutory rights under UK and EU consumer law.

2. Returns

2.1 Eligibility for Returns

• Items must be returned within 14 days from the date you received your order.

• Items must be in their original, unopened, and sealed packaging.

• Items must be in a resalable condition.

2.2 Non-Returnable Items

We cannot accept returns for:

• Items that have been opened, used, or altered in any way.

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.

• Gift cards or digital products.

• Personalised or made-to-order items.

3. How to Return an Item

3.1 Step-by-Step Process

1. Contact Us: Email us at hello@lunaselene.co.uk within 14 days of receiving your order to notify us of your intent to return. Please include your order number and reason for the return.

2. Package Your Return: Ensure that items are securely packed in their original packaging. Include a copy of your invoice or order confirmation email.

3. Ship Your Return To:

UK Luna Selene Ltd.

Unit 2, Claxon Rd
Newtown Road Industrial Estate
Carlisle, CA2 7NS
United Kingdom

EU Luna Selene Ltd.

Via Srecko Kosovel 8, 34149, Trieste

Please note: You are responsible for return postage costs unless the item is faulty or sent in error.

3.2 Proof of Postage

We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and cannot refund items lost in transit.

4. Refunds

4.1 Processing Refunds

Once your return is received and inspected, we will notify you via email. If approved, a refund will be processed to your original payment method within 14 days.

4.2 Partial Refunds (if applicable)

In some cases, only partial refunds may be granted (e.g. if returned items show signs of use, damage not due to our error, or are returned outside the 14-day window).

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at hello@lunaselene.co.uk.

6. Shipping Costs

• Shipping costs are non-refundable unless the item is defective or sent in error.

• If you receive a refund, the cost of return shipping (if covered by us) may be deducted from your refund.

• For items over £50, we recommend using a trackable service and retaining proof of postage.

7. Contact Information

For any questions about this policy or your order, contact us at:
hello@lunaselene.co.uk

8. Your Statutory Rights

This Refunds and Returns Policy does not affect your statutory rights under UK or EU consumer law, including the right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.