Return Policy
At Luna Dublin, we aim to provide a transparent and straightforward shopping experience. Please review this policy carefully before placing an order. By purchasing from our website, you agree to the terms outlined below.
1. Return Period
Eligible items may be returned within 30 days of delivery, subject to the conditions below.
2. Conditions for Returns
An item is eligible for return if:
- It is unused and undamaged
- It is in its original condition
- All original labels, tags, dust bags, and packaging are intact
- The return request is submitted within the return period
- The return is pre-authorised by our customer service team
Inspecting items, as you would in a retail store, is permitted. If there are visible signs of wear, use, or damage, a reduction in value may be applied.
3. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 14 days of delivery so we can review and resolve the issue as quickly as possible.
To submit a report, please email info@luna.dublin.com with:
- Your order number
- Clear photos of the item and the original packaging
- A short description of the issue
Eligible claims submitted within this timeframe may qualify for a replacement, partial refund, store credit, or another appropriate resolution, depending on the circumstances and the evidence provided.
Claims submitted more than 14 days after delivery may no longer qualify for a free replacement or refund.
4. Items Excluded from Returns
Returns are not accepted for:
- Personalised or custom-made products
- Items damaged through improper use
- Items returned without their original tags or packaging
5. Return Shipping and Restocking Fee
All returns must be shipped to the return address provided by our customer service team.
Customers are responsible for:
- All return shipping costs
- Selecting a shipping provider that supports customs clearance where applicable
- Paying any customs duties, taxes, or handling fees where applicable
- Ensuring accurate customs documentation where applicable
Luna Dublin is not responsible for return parcels that are delayed, rejected, or lost due to customs issues or incorrect shipping methods.
Restocking Fee
A 15% restocking fee applies to all approved returns. This fee covers inspection, processing, and inventory handling.
The same 15% restocking fee applies to:
- Unopened packages
- Parcels refused upon delivery
- Parcels left unclaimed and automatically returned to us
Exceptions
The restocking fee may be waived only if the item arrived damaged or defective. Each case is reviewed individually.
6. Return Address
Returns must be sent only to the return address provided by our customer service team after approval.
Returns sent to any other address cannot be processed.
7. How to Start a Return
To request a return, please email info@luna-dublin.com with:
- Your order number
- The item or items you wish to return
- The reason for the return
- Clear photos, required for damaged or defective items
- Your full name and shipping address
You will receive instructions within 24 business hours, Monday to Friday.
8. Order Cancellations
Once an order has been placed, we do not accept cancellation requests except where required by applicable consumer law.
Outside statutory cancellation rights, we may, at our sole discretion, agree to cancel an order as a gesture of goodwill. If approved, the refund will not exceed 60% of the original amount actually paid for the cancelled items, after any discounts. The remaining amount will be retained, and the cancelled items will not be shipped.
This 60% limit applies only to discretionary cancellations. It does not apply to refunds required by law, eligible returns under this policy, or statutory remedies for faulty, damaged, or incorrectly supplied goods.
9. Refunds
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to the original payment method.
For voluntary returns outside statutory withdrawal rights, a 15% restocking fee will be deducted where applicable. Original shipping charges, including optional insured shipping, are non-refundable for these voluntary returns.
Where you exercise a statutory right of withdrawal, we will refund the amount required by applicable law, including standard outbound delivery charges where required. Additional charges for premium delivery are refundable only where required by law. No restocking fee will be charged for statutory withdrawal.
Statutory withdrawal refunds will be issued within 14 days of receiving your cancellation notice. Where permitted by law, we may withhold the refund until we receive the returned goods or evidence that they have been sent back, whichever occurs first.
Your bank or payment provider may take an additional 5–10 business days to display the refund.
Any discretionary cancellation refund under Section 8 is capped at 60% of the amount actually paid for the cancelled items. No additional restocking fee will be deducted from that agreed cancellation refund.
10. How Discounts Work When You Return Items
If your order included a promotional discount, such as bundle deals, Stack & Save, or buy-more-save-more offers, and you return part of your order, your refund may be adjusted.
Discounts are recalculated based on the items you keep, not the items originally purchased.
Example
If you return items and no longer meet the conditions of the promotion, the discount will be removed and your refund will be recalculated accordingly.
Refunds are always based on the final qualifying order value after returns.
A 15% restocking fee may apply, and return shipping costs remain the customer’s responsibility.
11. Store Credit
In certain cases, store credit may be offered at our discretion.
Store credit is non-refundable and can only be issued once per order.
12. Failed Delivery or Incorrect Address
If an order is returned due to an incomplete or incorrect address provided at checkout, we may:
- Arrange redelivery once the parcel arrives back at our warehouse and the correct address is confirmed, or
- Offer store credit as a gesture of goodwill, depending on the condition of the returned items
If the returned items are not in their original condition, a reduction in value may apply.
13. Policy Updates
Luna Dublin reserves the right to update or modify this policy at any time.
Changes take effect immediately upon publication on our website.