At Luna Nella, we want you to feel confident and satisfied with your purchase. If, for any reason, you are not entirely happy with your order, we offer a hassle-free 14-day return policy. Please read the following guidelines carefully to ensure a smooth and efficient return process:
To be eligible for a return, the item must be in its original condition, unworn, unwashed, and with all original tags and packaging intact.
Non-returnable items include accessories, undergarments, and any items marked as final sale.
Initiate the Return:
You must initiate the return process within 14 days from the date of delivery.
To start the return process, please contact our customer support team at [customer support email/phone number]. Provide your order number, the item(s) you wish to return, and the reason for the return.
Customers are responsible for the return shipping costs.
For your protection, we recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Inspection and Processing:
Once we receive your returned item, our team will inspect it to ensure it meets our return policy criteria.
If the item passes inspection, we will process your return and issue a refund to your original payment method within 5 business days. Please note that it may take additional time for the refund to reflect in your account, depending on your payment provider.
Refunds will be issued for the purchase price of the returned item(s), excluding any shipping charges.
In case of a promotional discount applied to the original order, the refund will reflect the actual amount paid for the returned item(s).
Any refunds will be made in the original currency of the purchase.
At this time, we do not offer direct exchanges. If you wish to exchange an item, please initiate a return and place a new order for the desired item.
Damaged or Defective Items:
If you receive a damaged or defective item, please contact our customer support team immediately. We will provide instructions on how to return the item, and once received, we will process a full refund or send a replacement, including any shipping costs.
Luna Nella reserves the right to refuse a return if the item does not meet the eligibility criteria stated in this policy or if it is returned beyond the 14-day window. We recommend thoroughly reviewing your order upon receipt to ensure any issues are addressed promptly.
For any further inquiries or assistance, please don't hesitate to reach out to our customer support team. Your satisfaction is our priority, and we are committed to providing you with an enjoyable shopping experience at Luna Nella.
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