RETURNS & ORDER CARE
Care, beyond delivery.
A clear way to withdraw, return an item, or resolve a product concern. Choose the country your order was delivered to; changing the page language does not change your rights.
Last updated 9 October 2026MARKET POLICIES
United Kingdom
For non-personalized goods, notify LUNE of withdrawal within 14 calendar days of delivery, then mail the goods back within 14 calendar days of your notice. No reason is required. We accept new, opened and slightly used products; handle them with reasonable care.
For statutory withdrawal, we refund the price and applicable standard original delivery charge without undue delay, within 14 calendar days of your notice. We may withhold the refund until we receive the goods or proof of return dispatch, whichever comes first. The additional cost of an express delivery upgrade need not be refunded.
Faulty, misdescribed or unfit goods have separate statutory rights, including the applicable 30-day short-term right to reject and later repair, replacement or other remedies. The ordinary 14-day return window does not limit these rights.
France
For non-personalized goods, you may withdraw without a reason within 14 calendar days of delivery. Notify us online or by an unambiguous written statement; send the goods back within 14 calendar days of that notice. You may open and inspect them. We also accept slightly used items handled with reasonable care.
We refund the price and applicable standard original delivery charge within 14 calendar days of your withdrawal notice, without undue delay. We may withhold repayment until receipt of the goods or proof of dispatch, whichever comes first. Express-delivery upgrade costs are excluded to the extent permitted by law.
New goods carry the applicable two-year legal guarantee of conformity. Defects may entitle you to repair or replacement at no cost and, where the legal conditions are met, a price reduction or refund. This is separate from change-of-mind returns and does not cover ordinary wear or damage caused after delivery.
Spain
For non-personalized goods, you may withdraw without a reason within 14 calendar days of delivery, and mail the goods back within 14 calendar days of your notice. You may open and inspect them. We also accept slightly used items handled with reasonable care.
We refund the price and applicable standard original delivery charge without undue delay, within 14 calendar days of your withdrawal notice. We may withhold repayment until receipt of the goods or proof of dispatch, whichever comes first. Express-delivery upgrade costs are excluded to the extent permitted by law.
New goods carry the applicable three-year legal guarantee of conformity in Spain. Repair or replacement and, where the legal conditions are met, a price reduction or refund remain available. Normal wear and damage caused after delivery are distinct from a lack of conformity.
United States
LUNE voluntarily offers a 14-calendar-day change-of-mind return window for non-personalized goods. Notify us within 14 days of delivery and mail the goods within 14 days of your notice. We accept new, opened and slightly used items handled with reasonable care.
For ordinary change-of-mind returns, we refund the returned goods to the original payment method within 14 calendar days of receipt and review. Original outbound shipping is not refunded unless applicable law requires it. Mandatory state-law rights and remedies for faulty or misdescribed goods remain unaffected.
SHARED RETURN GUIDANCE
Return postage & fees
Returns are by mail. For non-quality returns in all four markets, the customer pays the direct return postage. We do not charge a restocking fee. Return postage depends on the carrier and the return address; we do not promise a prepaid label or a local warehouse.
If goods are faulty, damaged on arrival, incorrect or not as described, LUNE covers the necessary return costs and provides the remedy required by applicable law. Contact us for mailing instructions before paying for an unagreed service.
Refunds & exchanges
Ordinary returns are handled as refunds; we do not offer voluntary exchanges. Statutory rights to repair or replacement remain available. Banks and payment providers may take additional time to display a refund after we issue it.
Refunds use the original payment method unless another method is expressly agreed and legally permitted. We do not deduct payment-provider fees from a statutory refund. For partial returns, delivery-cost reimbursement follows applicable law.
Product concerns & personalization
Contact admin@lune-pet.com promptly with your order number and photographs if an item is faulty, damaged or incorrect. Reporting within 7 days is helpful, not a deadline that removes legal rights.
Only genuinely personalized or custom-made goods may qualify for a statutory withdrawal exception. Selecting a standard colour or size, or our preparing a standard item after an order, does not by itself remove your withdrawal rights. Nothing in this policy limits mandatory consumer rights.
Before dispatch
Contact us promptly if you need an address change or an early cancellation, ideally within 24 hours. We will check whether fulfilment can still be changed. This operational request window does not limit a statutory withdrawal right.
ONLINE WITHDRAWAL
Withdraw from your order here
Notify us without signing in or giving a reason. A withdrawal notice is separate from the physical return and any refund checks.