Returns and Refunds Policy

Returns & Refunds Policy

Thank you for shopping at Luna & Raven (www.shoplunaandraven.com). We want you to love your purchase, but if you are not entirely satisfied with your order, we are here to help.

1. Return Window

You have 30 calendar days from the date you received your item to request a return. If 30 days have gone by since your delivery date, unfortunately, we cannot offer you a refund or exchange.

2. Return Eligibility & Condition

To be eligible for a return, your item must meet the following criteria:

It must be unused, unworn, unwashed, and in the same condition that you received it.
It must be in its original packaging with all tags, labels, and protective seals intact.
You must provide a receipt, order confirmation number, or proof of purchase.

3. Non-Returnable & Exempt Items

To ensure hygiene and safety standards, certain items cannot be returned. These include:

Intimates, swimwear, earrings, or body jewelry.
Custom-made, personalized, or made-to-order products.
Perishable goods or beauty/cosmetic items that have been opened or unsealed.
Gift cards.
Final sale or clearance items (these are strictly non-refundable).

4. How to Initiate a Return

Please do not send your purchase back to the manufacturer or the return address on your shipping label without contacting us first. To start a return, follow these simple steps:

Email our support team at lunaravenanna@gmail.com with your order number and the reason for the return.
If your return is accepted, we will send you instructions on how and where to ship your package.

5. Return Shipping Costs

Option A - Customer Pays You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Option B - Store Pays / Free Returns We provide pre-paid return shipping labels for all eligible returns within the domestic country, Australia.
We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost in transit back to us.

6. Refunds & Processing

Once your return is received and thoroughly inspected by our team, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 7-10 business days. Please note that it may take additional time for your bank or credit card company to post the transaction to your account.

7. Damaged, Defective, or Incorrect Items

We take great care in packaging your orders, but mistakes happen. Please inspect your order upon receipt. If an item is defective, damaged, or if you receive the wrong item, please contact us immediately at lunaravenanna@gmail.com with photographic proof so we can evaluate the issue and make it right right away.