RETURNS & REFUNDS POLICY

Last updated: 29 September 2026

We hope you love your LUNACELIA order. If you change your mind, the following policy explains how returns and refunds work.

1. Your Right to Cancel

If you are a UK consumer purchasing online, you normally have 14 days from the day you receive your order to tell us that you wish to cancel your purchase.

You do not need to give us a reason.

After notifying us of your decision to cancel, you have a further 14 days to return the goods.

To start a return, please email:

hello@lunacelia.com

Please include your order number and the item(s) you wish to return.

2. Returning Your Item

To start a return, please contact us at hello@lunacelia.com within 14 days of receiving your order.

Please include your order number and the item(s) you wish to return.

Once your return request has been received, we will provide you with the appropriate return address and return instructions by email.

Please do not send returns to our registered office unless specifically instructed to do so.

We strongly recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.

3. Condition of Returned Goods

You may inspect and handle an item to the extent reasonably necessary to establish its nature, characteristics and functioning, in the same way you would normally be able to examine it in a shop.

Please return products with any original tags and packaging where reasonably possible.

If an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

4. Items That Cannot Be Returned

The statutory right to cancel may not apply to certain products, including:

• products made to your specifications or clearly personalised;

• sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the statutory exception applies; and

• other products excluded from cancellation rights under applicable consumer law.

This does not affect your rights where a product is faulty, damaged or not as described.

Please note that purchasing an item during a sale or promotion does not by itself remove your statutory cancellation or consumer rights.

5. Return Shipping Costs

For change-of-mind returns, you are responsible for the direct cost of returning the goods, provided we informed you of this before purchase.

We strongly recommend using a tracked delivery service and keeping your proof of postage.

If an item is faulty, damaged, not as described or we have sent you the wrong item, please contact us before returning it.

Where required by law, LUNACELIA will cover or reimburse reasonable return postage costs for faulty, damaged, incorrect or non-conforming goods.

6. Refunds

Once your return has been received, we will process your refund in accordance with applicable UK consumer law.

Where you exercise your statutory right to cancel the whole order, we will also refund the cost of our least expensive standard delivery option, where applicable.

If you selected a more expensive or express delivery service, any additional amount paid above the cost of our standard delivery option will not normally be refunded.

Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.

We may withhold the refund until we receive the goods back or you provide evidence that you have returned them, where permitted by law.

Where applicable, refunds will be made within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever occurs first.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

7. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

If your item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as possible at:

hello@lunacelia.com

Please include your order number and, where helpful, photographs showing the issue.

Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, repair or replacement.

Nothing in this policy affects your statutory rights.

8. Exchanges

We do not currently operate a standard exchange service.

If you would like a different product, colour or design, please return the original eligible item in accordance with this policy and place a new order.

If there is an issue with the product you received, please contact us before placing another order.

9. Personalised Products

Products that are made to your specifications or clearly personalised may not be eligible for the statutory 14-day change-of-mind cancellation right.

This may include products personalised with a name, initials, monogram or other custom details specifically requested by you.

This exclusion does not apply where a personalised product is faulty, damaged, not as described or otherwise does not conform to your statutory rights.

10. Contact Us

If you have any questions regarding a return or refund, please contact:

LUNACELIA LTD

Email: hello@lunacelia.com

Registered Office:
83A St. Marks Road
Enfield
England
EN1 1BJ
United Kingdom

Company No. 16939266

Please note that our registered office is not our returns address. Please contact us before returning an item so that we can provide the appropriate return instructions and address.