Refund policy
CANCEL/RETURN POLICY
We do not accept cancellations or returns once products are purchased.
REFUND/EXCHANGE POLICY (IF APPLICABLE)
Products are eligible for refund/store credit if they are damaged during transit or incorrectly shipped.
In such cases, items must be returned exactly as received: unworn, in original packaging, and with all tags intact
DAMAGES AND ISSUES
We kindly request that you inspect your order within 24 hours of the delivery timestamp and contact us immediately if your item is defective, damaged, or if you received the wrong product. Your satisfaction is our top priority, and we are committed to resolving any issues as quickly as possible.
UNBOXING VIDEO REQUIREMENT
To process any damage claim, an unedited unboxing video is mandatory.
The video must clearly show the entire unboxing process from the moment the package is opened, without any cuts or edits.
The damage or issue must be clearly visible in the video.
This is required to validate the claim and to ensure a smooth resolution process.
RETURN SHIPPING LABEL
A return shipping label will only be provided if the issue is due to our error (e.g., wrong item sent or a defective product).
Once the label is issued, the product must be shipped back within 48 hours.
Please contact us on support@lunaandyou.ca with the unboxing video for return shipping label.
STORE CREDIT OR RETURN
Once we receive and inspect the returned product, we will notify you within a reasonable timeframe regarding the refund/exchange/store credit.
Please note: It may take some time for your bank or credit card company to process and post any approved refunds.
If more than 15 business days have passed since we approved your return, please contact us at support@lunaandyou.ca
NON-ACCEPTABLE REASONS FOR REFUND OR RETURN/EXCHANGE
The product does not suit the customer’s preference.
The customer changed their mind after purchase.
The order was placed by mistake.
Delays caused by courier services.
The order arrived after the event or occasion date.
All products are handcrafted and use natural stones, there will be slight variations in color tone due to photographic lighting or screen settings. For clarity regarding color, quality, or size, please contact our team before placing your order.
Small metal filling over the stone which is a result of hand craftmanship.
The size of the jewelry does not meet your expectations.
Incorrect or outdated delivery address.
Incorrect address format including any form of a PO Box address.
After failed delivery attempts by our courier agencies.
Package refused by recipient.
Cancellation:
We shall not be able to process the cancellation once the order is processed, however store credit will be offered against the cancellation of an unprocessed order.
Cancellation will not be processed for made-to-order/customized orders.
Additional Notes:
In some cases, earring stems may be intentionally bent to prevent breakage during transit. This is not considered transit damage.
Minor issues such as beads or stones falling off during transit can be easily fixed with fabric glue and will not be eligible for a return or refund.
Please note that the color, shades, and texture of the product may vary slightly from the actual item due to photography limitations. We strive to ensure that our product images are as accurate as possible, aiming for up to 99% similarity to the real product. We appreciate your understanding of these slight variations.
Items are thoroughly checked for any defects, and a video is recorded before they are shipped. If there are any issues with the items in your order, please contact us at support@lunaandyou.ca within 24 hours of delivery timestamp. After 24 hours we cannot investigate the issue.