Politique de remboursement

Return & Refund Policy

At Luna, every product is made to order, crafted specifically for you. Please read this policy carefully before placing your order.

Made to Order — No Change of Mind Returns

Because each Luna product is personalised and produced on demand, we are unable to accept returns or offer refunds for change of mind. Every item is made to order specifically for you — each product is produced only after an order is placed and cannot be restocked or resold.

We encourage you to review your order carefully — including your selected phone model, finish, and design — before completing your purchase.

Choosing Your Phone Model & Finish

It is the customer's responsibility to select the correct phone model and finish at the time of ordering. Luna is not liable for orders where an incorrect model or finish was selected. If you are unsure which option is right for you, please contact us before placing your order at hello@lunaofficial.com.au and we'll be happy to help.

Colour & Display Variation

Product colours may vary slightly from what you see on screen. Differences in monitor calibration, screen settings, and display technology mean that the colour of your item may not be an exact match to the images shown on our website. This is not considered a fault and does not qualify for a refund.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or is not what you ordered, please contact us within 14 days of receiving your item at hello@lunaofficial.com.au. Include your order number and clear photos showing the issue.

If your claim is approved, we will offer either a full refund to your original payment method or a replacement at no additional cost — your choice. You will not be required to return the item.

We aim to resolve all issues within 5 business days of receiving your claim.

Refund Processing

Approved refunds will be returned to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

EU Customers — Statutory Rights

If you are located in the European Union, you may have additional rights under local consumer protection law, including rights relating to distance selling. We acknowledge that statutory rights vary by jurisdiction and are not overridden by this policy. If you believe you have a statutory right that applies to your order, please contact us and we will assess your situation in good faith.

We recommend seeking independent legal advice if you are unsure of your rights under your local consumer law.

Your Statutory Rights

Nothing in this policy is intended to limit or exclude any rights you may have under the consumer protection laws of your country. Where applicable law provides greater rights than those set out here, those rights will apply.

Contact Us

For any questions about your order or this policy, please reach out to us at hello@lunaofficial.com.au. We're here to help.