Return and Refund Policy
Shipping
We aim to process all orders within 24 hours (48–72 hours during high volume periods).
Estimated delivery times: 5–9 business days for most European countries.
These times are indicative. Deliveries may take longer during high volume periods or holidays, and may vary depending on the country and the carrier.
Return Policy (30 days)
You have 30 days from receipt to request a return.
To be eligible, the item must be in the same condition as received: unused/not worn, with tags and original packaging. A receipt or proof of purchase is required.
To initiate a return, contact us via the Contact page or write to contact@lunatorch.com. If the return is approved, we will send the return address. Return shipping costs are the customer's responsibility. Returns sent without prior authorization will not be accepted.
Damages and Issues
Check the order upon delivery and contact us immediately if the item is defective, damaged, or incorrect, so we can assess the issue and resolve it.
Note: we are not responsible for errors in the address provided by the customer.
Exceptions / Non-returnable Items
The following cannot be returned:
- Perishable products (e.g., food, flowers, plants)
- Customized or made-to-order items
- Personal care products (e.g., cosmetics)
- Hazardous materials, flammable liquids, or gases
We do not accept returns for sale items or gift cards.
Exchanges
The fastest way to get a different item is to return the one you have; once the return is approved, place a new separate order.
Right of Withdrawal (EU)
If the goods are shipped within the European Union, you have the right to cancel or return the order within 14 days without providing any reason. The item must meet the conditions indicated above.
Refunds
We will inform you once the return is received and inspected, notifying you of the approval or rejection of the refund. If approved, we will issue the refund to the original payment method within 10 business days.
Please note that the bank or card issuer may take additional time to process the refund. If more than 15 business days have passed since approval and you have not received the refund, contact us at contact@lunatorch.com.