Refund policy

Refund Policy

At LunaHem, we are committed to ensuring your complete satisfaction with every purchase. Please review our policy below regarding returns and refunds for our Dresses, Denim Jackets, and Denim Shorts.

Eligibility for Refunds

To be eligible for a return and refund, your item must be:

  • In its original, unworn, and unwashed condition.
  • In the original packaging with all tags attached.
  • Returned within 30 days of the delivery date.

We cannot accept returns for items that are damaged due to wear, alteration, or improper care.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on final sale items, intimate apparel, or any item marked as "Non-Returnable" on the product page.

The Return Process

  1. Initiate Your Return: To start a return, please contact our customer support team at [email protected] within the eligible return period. Include your order number and the reason for the return.
  2. Receive Instructions: Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package.
  3. Ship Your Item: Securely pack the item(s) and include the RMA number inside the package. We recommend using a trackable shipping service, as you are responsible for the return shipping costs unless the return is due to our error (e.g., wrong or defective item).

Refunds

Once we receive and inspect your returned item, we will notify you via email regarding the status of your refund.

  • If approved, your refund will be processed to your original method of payment.
  • Please allow 5-10 business days for the refund to appear in your account after processing, depending on your bank or card issuer.
  • Please note that the original shipping fees are non-refundable.

Exchanges

We currently do not offer direct exchanges. To exchange an item for a different size or color, please follow the standard return process to receive a refund and place a new order for the desired item.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] with your order number and photos of the product and its packaging. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

Contact Us

If you have any questions about our Refund Policy, please do not hesitate to contact our support team at [email protected]. We are here to help.