Refund policy

Returns & Refunds Policy

Last updated: February 12, 2026

Overview

At Luna Glow Studio, we want every order to arrive correctly and in good condition. Because some of our products may be handmade, made-to-order, personalized, or shipped through fulfillment partners, returns and refunds are handled according to the conditions below.

This policy does not limit any non-waivable consumer rights that may apply under the laws of your country, state, province, or region.

Eligible for Refund, Replacement, or Re-Delivery

You may qualify for a refund, replacement, or re-delivery in the following situations:

1. Wrong Item Sent

If you receive an item that does not match your confirmed order.

Proof required:

Clear photos of the item received
Photo of the packaging and shipping label
Order number

2. Damaged or Defective Item

If your item arrives damaged or defective, please contact us within 3 days of delivery confirmation.

Proof required:

Clear photos or videos of the damaged or defective item
Photos of the external packaging
Order number
A brief explanation of the issue

Claims submitted after 3 days may be more difficult to verify and may not be eligible, unless required by applicable law.

3. Package Lost in Transit

A shipment may be considered lost if:

Tracking information has not updated for more than 15 consecutive days, and
The carrier confirms the shipment is not deliverable or cannot be located.

If approved, we may offer a replacement, re-delivery, or refund, subject to applicable consumer protection laws.

Order Cancellations

Orders may be canceled only if they have not yet been processed, prepared, or shipped.

Once an order has been processed, customized, prepared for shipment, or issued a tracking number, cancellation may no longer be possible.

For handmade, personalized, custom-made, or made-to-order items, cancellations may not be accepted once production has begun.

Returns

Returns are accepted only when required by applicable law or when approved by Luna Glow Studio for an eligible issue, such as an incorrect, damaged, defective, or lost item.

To request a return, you must contact us first at:

📧 lunacraftwell@gmail.com

Please include your order number and the required evidence.

Returns sent without prior approval will not be accepted.

Non-Returnable Items

Unless required by applicable law, we do not accept returns or refunds for:

Personalized or custom-made products
Handmade or made-to-order products once production has begun
Items marked “Final Sale” at purchase
Digital products, gift cards, or download codes
Products damaged due to misuse, improper handling, or normal wear and tear
Items returned without prior approval

Not Eligible for Refund or Replacement

Refunds, replacements, or re-deliveries may not be issued in the following situations, unless required by applicable law:

1. Change of Mind

The customer no longer wants the product
The product matches the description but personal expectations differ
The customer ordered the wrong item, color, size, or variant

2. Customer Shipping Error

We are not responsible for delivery issues caused by:

Incorrect or incomplete shipping address
Recipient unavailable for delivery
Refused packages
Unclaimed packages
Failure to pay customs duties, taxes, or import fees
Delivery issues caused by local restrictions or customs regulations

If a package is returned due to customer error, any refund, if applicable, may exclude:

Original shipping fees
Return shipping charges
Carrier handling fees
Customs or import-related fees

3. Remote Areas or Limited-Service Regions

Some remote regions, island territories, or limited-service delivery areas may have restricted carrier coverage or limited after-sales logistics support.

If an issue occurs with a delivery to one of these areas, we will review the case and provide available options according to carrier limitations and applicable consumer protection laws.

Refund Processing

If a refund is approved:

Refunds are issued to the original payment method
Processing time may take up to 10 business days
Banks or card issuers may take additional time to post funds

If 15 business days have passed after refund approval and you have not received your refund, please contact us.

Shipping Fees, Duties & Taxes

Unless required by law:

Original shipping costs are non-refundable
Return shipping costs may be the customer’s responsibility
International import duties, customs fees, taxes, and brokerage charges are non-refundable
Any fees caused by incorrect customs declarations may be deducted from refunds

Customers should declare approved returns as “Returned Goods” where applicable to help avoid additional import charges.

European Union Right of Withdrawal

If your order is delivered to the European Union, you may have the legal right to withdraw from your purchase within 14 days of delivery without giving any reason.

This right applies only where required by law and may not apply to certain items, including:

Personalized products
Custom-made products
Made-to-order items
Digital products once accessed or delivered
Items that have been used, damaged, or are no longer in original condition

Where required by EU law, standard delivery costs may be refunded. Expedited shipping costs are excluded.

Region-Specific Consumer Rights

Nothing in this policy overrides mandatory consumer protection laws applicable in your region, including but not limited to:

Canada — provincial consumer protection legislation
United States — state consumer protection laws
European Union consumer directives
United Kingdom consumer regulations

Where local law grants additional rights, those rights will apply.

Contact

For return, refund, or order issues, please contact: