Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For returns under our voluntary 30-day policy, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. These voluntary return conditions do not restrict your statutory consumer rights, including applicable EU withdrawal rights.
To request a return or cancellation, sign in to your customer account, open your order, and submit the available return or cancellation request. You can also contact info@lunastrends.com with your order number. Please contact us before sending any items back so we can provide the appropriate instructions. This does not restrict your statutory consumer rights.
For eligible change-of-mind returns, including withdrawal where permitted by law, customers pay the direct cost of return postage. The amount depends on the carrier and service you choose. This does not apply to returns arising from faulty, damaged, incorrect, or misdescribed products; contact us so we can arrange an appropriate remedy without limiting your statutory rights.
Return address for eligible change-of-mind returns of CJ-supplied products and unopened Luna Ebony beauty products:
Strandgatan 13 B
953 32 Haparanda
Sweden
For faulty or damaged products, including Luna Ebony and CJ-supplied products, contact us for the appropriate return instructions. Do not send products directly to a supplier warehouse without confirmed instructions.
For some low-value items, we may offer a refund without requiring the item to be returned. We assess this case by case and will confirm in writing whether a return is required. This does not limit your statutory consumer rights.
We will explain how to return your item when you contact us. Please contact us before sending items back so we can provide the correct return instructions. This does not restrict your statutory consumer rights.
You can always contact us for any return question at info@lunastrends.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Legal exceptions to the EU withdrawal right may apply to rapidly perishable goods and goods made to your specifications or clearly personalised. Being ordered from a supplier does not, by itself, make an item personalised.
Beauty and personal-care products, including our Luna Ebony own-brand products fulfilled by Selfnamed, are not automatically excluded from returns. For sealed products that are unsuitable for return for health-protection or hygiene reasons, the statutory withdrawal right does not apply once the seal has been broken after delivery. Unopened products are not excluded merely because they are beauty products.
Discounted items retain applicable statutory withdrawal rights. None of these exceptions removes your statutory rights if a product is faulty, damaged, or incorrect. Contact info@lunastrends.com for assistance.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
If you are a consumer in the European Union, you may withdraw from your purchase without giving a reason before delivery and within 14 days after receiving the last item in your order, unless a legal exception applies. To notify us of your withdrawal, email info@lunastrends.com with your order details and a clear statement that you wish to withdraw. Our voluntary 30-day return conditions do not limit this statutory right.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. For returns under our voluntary 30-day policy, approved refunds will be issued to your original payment method within 10 business days. For valid EU statutory withdrawals, we will reimburse the purchase price and applicable standard outbound delivery costs within 14 days of receiving your withdrawal notice. Additional charges for an express or upgraded delivery option beyond standard delivery are not reimbursed. We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first. This statutory refund procedure is separate from our voluntary 30-day return approval process. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If your refund has not arrived within the applicable timeframe described above, please contact info@lunastrends.com. Bank processing times do not extend our statutory deadline for issuing an EU withdrawal refund.