Refund policy
Refund and Return Policy — Lumi & Luna
At Lumi & Luna, we want your shopping experience to be simple, transparent, and reassuring. This policy applies to all products sold on our website, including our coloring blankets and our beauty products.
1. Reporting a Concern — 72-Hour Window
Please inspect your order as soon as it arrives.
You have 72 hours from the date of delivery to contact our customer service team at support@thelumiluna.com regarding any issue, damage, defect, incorrect item, or incomplete order.
Requests made after this window regarding damage, defects, incorrect items, or incomplete orders may not be eligible for a resolution.
2. Authorization Number Required
No return is accepted under any circumstances without a prior authorization number issued by our customer service team.
Please do not send any item back before receiving this number and the corresponding instructions.
Unauthorized returns may delay or void your request.
3. Condition of Returned Items
To be eligible for any claim or return, items must meet the following conditions:
- Coloring blankets: the blanket must remain uncolored and unused. A blanket that has been colored, in whole or in part, used, or damaged by the customer is not eligible for a return or refund.
- Beauty and personal care products (including lipsticks): for hygiene and safety reasons, the product must be unopened, unused, and in its original sealed packaging. Opened, swatched, or used beauty products cannot be returned or refunded, unless the product is defective or was damaged upon delivery.
- All other products: items must be unused, in their original condition, and in their original packaging.
This applies whether the request is related to a damaged or defective item or to a return request.
4. Defective, Damaged Products, or Order Errors
If you receive a damaged product, an item with a manufacturing defect, the wrong product, or an incomplete order, please contact us within 72 hours of delivery with your order number and photos or videos documenting the issue.
Once confirmed, and provided the item has not been used or altered by the customer (for example, a colored blanket), Lumi & Luna may, as appropriate:
- Replace the item at no cost;
- Ship the missing item;
- Issue a refund to the original payment method.
5. Change of Mind Returns
If you wish to return an item due to a change of mind, you must contact us within 30 days following receipt of your order to request an authorization number.
The item must meet the conditions described in Section 3. In particular, coloring blankets must be uncolored and unused, and beauty products must be unopened and sealed.
Return shipping costs are the responsibility of the customer in this case.
6. Non-Returnable Products
Except in the case of a confirmed defect or an eligible situation described above, we cannot accept the return of:
- Colored or partially colored blankets;
- Opened, swatched, or used beauty and personal care products;
- Used items;
- Items damaged by the customer;
- Products showing normal wear and tear;
- Incomplete items;
- Promotional gifts and free items.
7. Return Procedure
Before returning a product, please contact our customer service team at support@thelumiluna.com and include:
- Your name;
- Your order number;
- The product(s) concerned;
- The reason for your request;
- Relevant photos or videos, where applicable.
We will then provide you with an authorization number and, if a physical return is required, the next steps and return address.
8. Refunds
Once your request is reviewed and, if applicable, the return is received and inspected, we will inform you of the approval or rejection of the refund.
Approved refunds are issued to the original payment method.
The time required for the refund to appear on your statement may vary depending on your bank or payment provider.
9. Bundles and Promotional Offers
If you purchased a bundle or a promotional offer (for example, “Buy 1, get 1 free”), the refund for a partial return is calculated based on the price actually paid for the returned item(s), not on the regular price. Free items received as part of an offer must be returned with the paid item(s) to be eligible for a full refund.
10. Order Cancellations
We process orders quickly to reduce shipping times.
If you wish to modify or cancel an order, please contact us as soon as possible.
We will try to help if the order has not yet been processed or shipped, but we cannot guarantee that a modification or cancellation will be possible once processing has begun.
11. Incorrect Address, Package Returned to Sender, or Stolen Package
The customer is responsible for verifying that the address provided at checkout is accurate and complete.
If a package is returned to us due to an incorrect or incomplete address provided by the customer, additional shipping costs may apply for a new shipment.
If the error originates from Lumi & Luna, we will cover the costs necessary to correct the situation.
Once delivery is confirmed by our carrier to the address provided at checkout, Lumi & Luna cannot be held responsible for a package lost or stolen after delivery.
12. Consumer Rights
This policy defines our commercial return and refund conditions.
It does not limit any rights to which a customer may be entitled under the consumer protection laws applicable in their place of residence.
13. Company Information
Lumi & Luna is operated by:
BBH Import LLC
34 N Franklin Ave, Ste 687, #5226
Pinedale, WY 82941
United States
Customer Service: support@thelumiluna.com