Refund policy

Returns & The LŪNE Guarantee

We want you to be completely enamored with your LŪNE selection. If a piece does not perfectly complement your space, we offer a refined return process designed with your convenience in mind.

Order Modifications & Cancellations:

To maintain our commitment to efficient delivery, orders enter our processing system shortly after purchase. If you wish to modify or cancel your order, please contact the LŪNE Concierge at concierge@lunelighting.co.uk within 2 hours of purchase. While we will do our utmost to accommodate your request, we cannot guarantee changes once processing has commenced.

Your Right to Cancel

As a consumer, you have the statutory right to cancel your order within 14 days of receiving your goods without providing a reason.

The LŪNE 30-Day Return Window

In addition to your statutory rights, we offer an extended 30-day return period from the date of delivery.

Return Conditions

To be eligible for a return, items must be:

In their original, unused condition.
In the original, undamaged packaging.
Complete with all parts, accessories, and documentation.

Damaged, Faulty, or Incorrect Items

If your item arrives in less than perfect condition, please contact us at, concierge@lunelighting.co.uk within 48 hours of delivery. Please include your order number and clear photographs of the issue. If confirmed, we will provide a swift resolution, including a replacement or full refund, with no return shipping costs to you.

Change of Mind Returns

For returns due to a change of mind or incorrect selection, the customer is responsible for arranging and paying for the return shipping. We recommend using a tracked service, as LŪNE cannot be held responsible for items lost or damaged in transit back to us.

How to Initiate a Return

Contact our concierge at concierge@lunelighting.co.uk or via our Contact Page.
Once reviewed, we will provide detailed return instructions and the correct return address
Please do not return items without prior authorisation, as they may be sent to the incorrect facility.

Refunds

Once received, your return will be inspected within 3-5 business days. Approved refunds will be issued to your original payment method within 14 days. Please note that your financial institution may require additional time to process the credit.

Exchanges

We do not offer direct exchanges. To secure a different piece, please return your original item for a refund and place a new order through our website.