Refund policy
PLEASE NOTE THAT WE DO NOT DO FREE RETURNS, CHARGES APPLY.
Return
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
1. All the appropriate parts, components and the packaging is exactly the same as it originally arrived.
2. Normal handling of the product is evident, breakage due to careless handling is excluded.
3. Products for which hygiene is important have been thoroughly cleaned before the return process begins.
4. The product has been found to be defective immediately upon receipt.
5. The customer is responsible for all shipping costs of returning products.
6. A return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, you will need to do the following to initiate the returns process.
-Send an email to: support@themaisonluna.com
-Make sure the email contains the following:
Order number
Reason for the return request
Photo of the product in case of breakage
First name + last name of the customer
Address of the customer
We will then be in touch with you and provide you with the return address.
Never send the return items to the sender address on the packaging, we will send you the correct return address after you have contacted us to process your return. You, the customer, are responsible for the shipping costs of returning the product.
Cancellations
The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are not predominantly related to his or her commercial or professional activity:
CANCELLATION CONDITIONS
As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery. However, if you would like to cancel the order you may do so within 5 minutes of the order of placing it. There will be a 10% deduction from your final refund to cover the transaction cost for cancellations.
To exercise your right of cancellation, you must inform us Maison Luna by email to support@themaisonluna.com of your decision to cancel your order. If your order has already been shipped, cancellation is not possible. Please wait to receive your order and process your return through the provided guidelines above. You will be responsible for shipping costs of your return.
Record for shipments in transit
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.
In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.
Consequences of Cancellations
If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs and 10% cancellation transaction fee. Refunds will be processed without delay and at the latest within fourteen days of the day on which we receive notification of your cancellation and receipt of the goods. Refunds will be processed to your original payment method only.
** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE. **