Shipping & Returns Policy

LUÜNA NATURALS ("we" and "us") is the operator of (https://luuna-naturals.com/)
("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund. 

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Change of mind returns
Due to the personal nature of our products, we don’t offer returns if you change your mind once the order has been dispatched. However, please feel free to drop us a message at hello@luuna-naturals.com if there’s a reason for your change of heart that you think should be eligible for a refund (beyond those stated below).

3.2 Warranty Returns
LUÜNA NATURALS will happily honour any valid warranty claims, provided a claim is submitted within 14 days of receipt of items. Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim. Upon return receipt of items for warranty claim, you can expect LUÜNA NATURALS to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)

Please note: Shipping an item without consulting customer service will not guarantee a refund or store credit & you risk additional charges as the item(s) may be returned to you at your expense. To avoid additional charges, it is mandatory that you consult with customer service before returning merchandise.

4. Delivery Terms

4.1 Transit Time Domestically
In general, domestic shipments are in transit for 1 - 3 days

4.2 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of order.
Our warehouse operates on Monday - Saturday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been fulfilled.

4.4 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item. You will be contacted in advance alerting you to any resulting delay in delivery. 

4.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Cancellations

Once payment has processed, we are unable to process a cancellation. However, if you do believe you are eligible for a refund you may contact us whereafter we will review your case. 

8. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

9. Customer service

For all customer service enquiries, please email us at hello@luuna-naturals.com.