Returns & Refunds

Considered until it’s up. And after.

Last updated: {{LAST_UPDATED}}

We want you to live with your LUNARIA light and love it. If a piece isn’t right for your room, you have a full 30 days to return it, on top of the statutory rights explained below. Here is exactly how it works, in plain terms.

Your 30-day LUNARIA returns window

You may return any piece within 30 days of receiving it for a refund, simply because you’ve changed your mind. This is a voluntary window we offer on top of your legal rights, so you have real time to see the light in your own home, by day and after dark.

To qualify for a change-of-mind return, the piece should be unused, undamaged and returned in its original packaging, complete with any fittings, bulbs or components it arrived with, and in a condition that lets us pass it on to the next home.

Your statutory 14-day cancellation right

Separately, and in addition, UK law gives you a legal right to cancel. Under the Consumer Contracts Regulations 2013, because you bought at a distance (online), you have 14 days from the day after your order is delivered to cancel the contract for any reason.

To exercise this right, tell us clearly that you wish to cancel within that 14-day period. The easiest way is to email us at {{EMAIL}}, but any clear statement of your decision to cancel is enough, and you may use the model cancellation form if you prefer. You then have a further 14 days to send the goods back.

Where you cancel within the 14-day statutory period, your refund includes the standard, least expensive outbound delivery we charged. We do not refund any extra you chose to pay for a faster or upgraded service. As our UK delivery is free, this element is nil, so there is usually nothing further to refund on postage.

You bear the direct cost of returning the goods to us, both for a statutory cancellation and for a change-of-mind return. LUNARIA covers return costs only where an item is faulty or incorrect. We’ll refund you within 14 days of receiving the goods back, or of you giving us proof that you’ve sent them, whichever comes first.

Our 30-day window is the more generous of the two and applies automatically, so in practice you have a full month. Your 14-day statutory right stands regardless, and nothing on this page reduces it.

How to start a return

  1. Email us at {{EMAIL}} with your order number and the piece you’d like to return. A short line on why is helpful, but never required for a change-of-mind return.
  2. We’ll reply with confirmation and the return address, so your parcel reaches the right place and is logged to your order.
  3. Pack it well in its original packaging and send it to us. Please keep your proof of postage until your refund lands.

Return address

{{RETURNS_ADDRESS}}

Please email us first so we can note your return, rather than sending a parcel unannounced.

Who pays for return postage

  • Changed your mind: you cover the cost of return postage. We’d recommend a tracked service for anything fragile or of higher value, so it’s protected on the way back to us.
  • Faulty, damaged or incorrect: we cover it entirely. You’ll never be out of pocket for returning a piece that arrived faulty, was damaged in transit or wasn’t what you ordered. See below.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, everything we sell must be as described, fit for purpose and of satisfactory quality. If a piece falls short of that, you’re protected:

  • Within 30 days of receiving a faulty item, you have the short-term right to reject it for a full refund.
  • After that, you’re entitled to a repair or a replacement, and to a refund or partial refund if that isn’t possible or doesn’t resolve the fault.
  • In the first six months, we treat a fault as present at delivery unless we can show otherwise.

If something arrives faulty, damaged or incorrect, email {{EMAIL}}, ideally with a photo, and we’ll put it right at no cost to you, including any return postage and a full refund where due. Please tell us as soon as you reasonably can after noticing.

Your 2-year guarantee

Every LUNARIA light is covered by a 2-year guarantee against manufacturing faults, alongside the statutory rights above and never in place of them. If a fault appears within two years, get in touch and we’ll arrange a repair, a replacement or a refund as appropriate. The guarantee covers manufacturing faults for two years from delivery; it sits alongside your statutory rights and never replaces them.

How and when you’re refunded

Refunds are made to your original payment method. For change-of-mind returns, we’ll process your refund within 14 days of receiving the goods back (or of your proof of return, whichever is sooner). Your bank or card provider may then take a few days to show it on your statement.

For a full cancellation under your statutory rights, we refund the price of the goods and the standard outbound delivery cost. Where delivery was free, there is nothing further to refund on postage. We may reduce a refund to reflect any loss in a product’s value caused by handling beyond what’s needed to check it, in the way you might in a shop.

A few fair exceptions

To keep things fair to everyone, a return may be declined or a refund reduced where a piece is returned:

  • Used, installed and wired in, or showing wear beyond a reasonable inspection.
  • Without its original packaging, fittings, bulbs or components.
  • Damaged after delivery through misuse, incorrect installation or an accident in your home.

These conditions apply to our voluntary 30-day window. They do not affect your legal rights: for a statutory 14-day cancellation, missing packaging alone will not defeat your right to cancel, and we may only reduce a refund to reflect value lost through handling beyond what is needed to check the piece. None of these exceptions applies to items that arrived faulty, damaged or incorrect.

Delivery, in brief

We offer free tracked UK delivery. Orders are dispatched from {{DISPATCH_LOCATION}} within {{DISPATCH_TIME}}, with delivery typically {{DELIVERY_TIME}} after dispatch via {{CARRIER}}. Free delivery means we do not charge a shipping fee. Because your order is dispatched from {{DISPATCH_LOCATION}}, which is outside the UK, import VAT or a carrier handling fee can, in some cases, apply on delivery, particularly on higher-value orders. You will not be asked to pay LUNARIA anything beyond the amount shown at checkout. Full detail lives on our delivery page.

Who you’re buying from

LUNARIA is the trading name of {{LEGAL_NAME}}, a micro-entreprise registered in France (SIRET {{SIRET}}), at {{ADDRESS}}.

Prices are shown in pounds sterling (GBP). The amount shown at checkout is the price for the goods, and you will not be asked to pay LUNARIA anything beyond that checkout total. {{VAT_LINE}} Because your order is dispatched from outside the UK, import VAT or a carrier handling fee can, in some cases, apply on delivery on higher-value orders; any such charge is levied by the carrier or authorities, not by us. Payment is taken over a secure, encrypted checkout.

Questions about a return, or anything else? Email us at {{EMAIL}} and a person will reply.

If we can’t resolve a complaint between us, you may be able to use an alternative dispute resolution (ADR) scheme, or contact your local consumer advice body. As a consumer, you also keep all the mandatory protections of the law of your country of residence, and nothing in this policy takes them away.