Refund policy
Return and Refund Policy
At Luna & Grace, we make every effort to ensure that every customer is satisfied with their purchase. However, if a product does not meet your expectations, you may request a return according to the terms outlined below.
Returns
You may return most new, unused products within 30 days of delivery to receive a full refund.
Returns are only accepted if the product is in its original condition, including packaging and tags.
How to Request a Return
To start a return process, please contact our customer support team:
After submitting your request, you will receive detailed instructions regarding the next steps.
The return address may vary depending on the product type — therefore please contact customer service before sending any item back to confirm the correct return address.
Non-Returnable Items
The following items are not eligible for return:
- personalized or perishable products
- downloadable digital files and license codes
- products returned after 30 days from the delivery date
- used, damaged, or incomplete products due to reasons not related to Luna & Grace
Refunds
Refunds will be issued to the original payment method once the returned product has been received and processed.
We do not charge any additional processing fees.
Refund processing typically takes up to 30 business days from the moment the returned parcel is delivered, although the final timing may depend on your bank or payment provider.
Special Return Situations
Exchanges
We do not offer direct product exchanges. If you wish to replace an item, we recommend returning the original product and placing a new order on our website.
Change of Mind
An unopened product in its original condition can be returned within 30 days for a full refund.
Defective Product
If the product you received is defective, please contact our customer service team immediately so we can arrange a return or replacement.
Damage During Transport
Any shipping damage must be reported immediately after receiving the package — we will assist you in resolving the issue.
Incorrect Product
If you receive a product different from the one ordered, please contact us at:
info@luna-grace.com
We will arrange a replacement or return.
Undelivered Order
If your package does not arrive within the expected timeframe, please inform us so we can check the delivery status.
Order Cancellation
Orders can be canceled within 24 hours of being placed by contacting customer service.
If the package has already been shipped, the product must be returned following the standard return procedure.
Shipping Costs
The cost of returning a product is the responsibility of the customer.
Shipping costs are non-refundable.
If a refund is issued, the return shipping cost may be deducted from the final refund amount.
Transparency and Compliance with Regulations
At Luna & Grace, we ensure full transparency and compliance with applicable consumer protection regulations and Google Merchant Center requirements.
Our return and cancellation policies are clearly explained, without hidden fees or unclear terms, so that every customer can make an informed and secure purchase.
If an order is not collected by the customer and is returned to us, the customer is not eligible for a full refund.
In such cases, 85% of the order value will be refunded, while 15% will be retained to cover costs incurred by the seller, including shipping, logistics handling, and return processing.
The refund will be issued using the same payment method used when placing the order, after we receive the returned shipment.
Additionally, if a customer refuses to accept a delivery and the shipment is returned to us, the customer is not entitled to a full refund.
In such cases, we will refund 85% of the order value. The remaining 15% will be retained to cover costs incurred by the seller, including shipping, logistics handling, and return processing.
The refund will be issued using the same payment method used for the original purchase, after the returned shipment has been received by us.
Contact Details
Company name: Luna & Grace (Trexa Group)
Online store: Luna & Grace
KVK Number: 98237047
VAT Number: NL868411723B01
Email: info@luna-grace.com
Phone: +31 6 20378266
Contact form: Contact form
Opening Hours
Monday – Friday: 08:00 – 18:00
Saturday – Sunday: 10:00 – 16:00
We respond to emails within 24 hours.