Refund policy

At Lunapaw, we want you to feel confident in every purchase. Please read the policy below carefully for details on returns, refunds, faulty items, shipping issues, and order cancellations.

1. Returns

All eligible orders may be returned within 30 days of delivery.

If you wish to return an item, it must be shipped back within the 30-day return window starting from the date your order is delivered.

To be eligible for a return, all returned items must be in brand-new, unused, and resalable condition, and must be sent back in their original packaging, including the box and dust bag.

We are unable to offer refunds for any items that are not returned in their original condition. This includes, but is not limited to, items with scratches, signs of wear, missing packaging, or items returned without their original box or dust bag.

As a small business, we kindly ask customers to cover the cost of return shipping.

If you would like to return an item to the nearest return address, please submit a ticket through your account. One of our customer service representatives will contact you within 24 hours with return instructions.

For all return and refund inquiries, please contact us at:
Email: contact@lunapawatelier.com

2. Refunds

Once we have received and processed your return, we will send you a confirmation email.

Please note that it may take up to 5 business days for our warehouse to process your return. Once your return has been processed, your refund will be issued within 5 business days. Therefore, it may take up to 10 business days from the date your return is received by our warehouse for the refund to be completed.

Refunds can only be issued to the original payment method. For example, if you paid by credit card, the refund will be credited back to the same credit card.

Please note that, in some cases, it may take additional time for the refund to appear in your account, depending on your card issuer’s processing time. Unfortunately, this is outside of Lunapaw’s control.

3. Faulty Items

All Lunapaw products are handcrafted by skilled artisans to the highest standards. However, as with all handmade products made from natural materials, we understand that, in very rare cases, an item may develop a fault.

If your item has a manufacturing defect within 12 months of the date of purchase, we will be happy to repair, replace, or refund it at no additional cost.

Proof of purchase from lunapawatelier.com or one of our standalone boutiques is required. Please note that any items purchased from one of our wholesale partners must be returned directly to the original retailer.

If the issue is caused by normal wear and tear or damage arising from use, please contact us so we can discuss whether a repair may be possible. Any repair costs in such cases will be the responsibility of the customer.

This does not affect your statutory rights.

4. Incorrect, Missing, or Seriously Faulty Items

If, upon opening your parcel, you find that:

  • you have received the wrong item;
  • an item is missing; or
  • your item is seriously damaged and unusable, beyond minor natural variations or slight handmade imperfections,

please contact us as soon as possible, and no later than 7 days after delivery.

To help us resolve the issue as quickly as possible, please provide the following:

  • your order number;
  • proof of purchase (order confirmation); and
  • clear photos and/or videos showing:
    • the full contents of the parcel;
    • the specific area of the incorrect, missing, or seriously damaged item; and
    • the outer packaging, including any visible damage to the parcel.

Our customer service team will review each case individually and determine the appropriate resolution, which may include a replacement, partial refund, or another suitable solution.

Please contact us at:
Email: contact@lunapawatelier.com

Please include your order number in the subject line of your email.

5. Damage or Loss During Shipping

Lunapaw is not responsible for products that are lost or stolen after the parcel has been marked as delivered by the carrier.

If your order is damaged during transit, please contact us within 7 days of receiving your parcel so that we may:

  • submit a claim to the shipping carrier, where applicable; and
  • arrange a replacement if the damage is clearly determined to have occurred during shipping rather than as a result of normal handmade variation.

To support this process, please retain and provide the following:

  • photos of the damaged product;
  • photos of the damaged packaging; and
  • evidence of when the parcel was opened, such as timestamped photos or videos.

Please keep all packaging materials and damaged items until the claims process has been fully completed. In some cases, the shipping carrier may collect the original packaging and damaged item when delivering a replacement.

6. Exchanges

Please note that we do not currently offer exchanges.

If you would like a different item, please return your original purchase and place a new order.

7. Cancellations

Orders may be cancelled within 1 hour of purchase.

As handmade and custom-made items often begin production shortly after an order is placed, cancellations may no longer be possible after this 1-hour period.

If you wish to cancel your order, please contact us immediately at:
Email: contact@lunapawatelier.com

Please include your order number so that we can locate your order as quickly as possible.

8. Contact

For any questions regarding returns, refunds, faulty items, shipping issues, or cancellations, please contact us at:

Email: contact@lunapawatelier.com