Returns & Refunds Policy

Last updated: 21 April 2025

We hope you and your pup are delighted with your order, but if something isn’t quite right, we’re here to help.

This policy explains how returns work at The Luna Collection, including what can be returned, how to initiate a return, and when refunds are issued.

Return Eligibility

We accept returns on most items within 14 days of delivery, provided that:

• The item is unused, unworn, and in original condition
• All original packaging is included
• There are no signs of use, such as dirt, dog hair, or damage
• The item is not excluded under the non-returnable items list below

Returns that do not meet these conditions may be refused.

Non-Returnable Items

We cannot accept returns on:

• Personalised or custom items (e.g. ID tags, items with names, or engraved details)
• Print-on-demand items (including any made-to-order apparel or accessories)
• Sale items marked as final clearance or non-returnable
• Used or soiled items

Exchanges

We do not offer direct exchanges. If you need a different size or style, please return the item for a refund and place a new order.

Who Pays for Return Shipping?

If the return is due to an error on our part — for example, if we sent the wrong item or a product arrives faulty — we will cover the return postage. We may ask for a photo of your postage receipt and will refund the cost once the return is received and approved.

If you’re returning an item for any other reason — such as choosing the wrong size, changing your mind, or the product not being quite what you expected — the return postage is your responsibility.

We do our best to provide clear product photos, descriptions, size guides, and measuring instructions to help you make an informed choice. It’s important to measure carefully and review the product details before placing your order, as we’re unable to cover return costs for items that don’t meet expectations due to individual preference.

Refunds

• Refunds are issued to your original payment method
• We do not refund original shipping costs unless the item was faulty or sent in error
• Refunds are processed within 14 days of receiving the returned item and confirming it meets the return conditions

How to Request a Return

To start a return, please email us at hello@thelunaco.co.uk with:

• Your full name
• Order number
• The item(s) you wish to return
• Your reason for the return
• A photo (if the item is faulty or incorrect)

We will reply with return instructions and the return address.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery. Include clear photos and your order number so we can arrange a replacement or refund as quickly as possible.