Refund Policy
Scope and purpose
This return and refund policy applies to all purchases made through Luna Bay Boutique’s website.
Contact details
If you have any questions about returns and refunds, please contact our customer service team at:
E-mail: contact@lunabay-boutique.com
Return window
Customers in Australia have the right to return the product within 30 days of receipt.
Return instructions
Return notification : To initiate a return, contact our customer service team at contact@lunabay-boutique.com with your order number and a detailed reason for the return.
Return authorisation: After reviewing your return request, we will provide you with detailed instructions.
Packaging and shipping
Pack the item securely in its original packaging with all labels and tags still attached.
Attach the return authorisation form and any supporting documents or images.
Return costs
Customers are responsible for return shipping costs.
Specific conditions for returns and refunds
Returning because you changed your mind: If you changed your mind after purchase, you can return the product within 30 days, provided it is unused, undamaged and in its original packaging.
Defective products: If you receive a defective product, please contact our customer service team immediately for instructions. Luna Bay Boutique will provide replacement or refund.
Damaged goods: If the product arrives damaged, please send us photos of the damage within 48 hours of receipt. We will assess the situation and send you a replacement product.
Received wrong product : If you receive the wrong product, please contact us. We will then arrange for a replacement and make sure you receive the correct product.
Product never arrived: If your product never arrived, please contact us so we can investigate with the carrier. If the product cannot be found, we will offer you a full refund or a replacement product.
Cancellation after order: You can cancel your order before it has been dispatched. If the order has already been shipped, please follow the return procedure once you receive the product.
Terms
Return window: Returns must be reported and shipped within 30 days of receiving the product.
Processing returns: Once we have received and checked the returned item, we will process the refund within 14 days. You will receive a confirmation email.
Conditions for refunds: A refund will be approved if the product is undamaged, unused and in its original packaging. Refunds for defective or wrongly delivered products will be approved after inspection.
Refund period: Once the return is approved, it takes up to 14 days to process the refund via the original payment method.
Refund methods: Refunds are processed via the original payment method used at the time of purchase.
Exceptions to the return policy
The following products cannot be returned:
- Personalised or customised items
- Hygiene products (e.g. socks, underwear), unless unopened and unused
- Order not picked up / Wrong address / Parcels refused, rejected