Refund Policy

IMPORTANT: Before returning your jewelry, you must contact us at staff@lunajoules.com providing:

• Name and surname
• Order number
• Item you wish to return/exchange
• Reason for the return

Your request will be processed within 24 – 48 hours.

The customer has 14 days from the date of receipt to return or exchange their order. If 14 days have passed since the receipt of your order, unfortunately, we cannot offer you a refund or exchange. All our jewelry comes with a 1-year quality guarantee.

Returns

What do you need to do to make a return?

1. Contact us at staff@lunajoules.com following the instructions at the top of this page.
2. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The customer will be asked to provide photos clearly showing the defect.
3. Once your request is authorized, we will send you all the return instructions.
4. When we receive your return, we will inspect it to determine if it is indeed accepted. We will notify you that we have received your returned item and also whether we approve or reject your return or exchange. IMPORTANT: Please review the REFUND or EXCHANGE policies.

LUNA reserves the right to refuse any return or claim and shall have no liability for damaged or defective goods unless such damage has been notified within 14 days of delivery.

It is the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition. LUNA will not be liable for package loss during shipping.

Return

1. Follow all RETURN steps.
2. If your return is approved, it will be processed through the same payment method you used to pay for your purchase within 14 business days from the receipt of the return at our warehouses.
3. If we consider that the reason for your return is not due to our error, the shipping costs (return) as well as any taxes and duties will be borne by the customer and will be deducted from the refund.

In what cases do I have to pay the shipping costs (return)?

In all of the following cases:

• I have chosen the wrong size/color.
• The product is not what I expected.

Delayed or not received refunds (if applicable)

If you still have not received the refund:

1. Check your bank account again.
2. Then, contact your credit card issuer.
3. Next, contact your bank. There is often some processing time before a refund is posted.
4. If you have done all this and you still have not received your refund, please contact us at staff@lunajoules.com.

Exchanges

If you need to exchange an item:

1. Follow all RETURN steps.
2. If your return is approved, then the exchange will be processed and we will send you the new item to the address indicated in the initial order.
3. If we consider that the reason for your return is not due to our error, the shipping costs (return and exchange) as well as any taxes and duties will be borne by the customer.

In what cases do I have to pay the shipping costs (return and exchange)?

In all of the following cases:

• I have chosen the wrong size.
• I want to change the color.
• I want to exchange it for another item.