Refund & Return Policy

As a consumer in the European Union you generally have the right to withdraw from a distance purchase within 14 days without giving any reason.

When the period starts. The 14-day period starts on the day you, or a third party indicated by you other than the carrier, take physical possession of the goods. If an order is delivered in several parts, the period starts when the last item is received.

How to exercise the right. To withdraw, send a clear statement of your decision to luna.express@gmail.com before the 14-day period expires, stating your order number and the items concerned. You may use the EU model withdrawal form, but it is not required — any clear statement is sufficient.

After withdrawing. You must send the goods back without undue delay and in any event within 14 days of communicating your withdrawal. Refunds are issued without undue delay and at the latest within 14 days of the day we are informed of your decision, subject to the conditions in section 3.

Refund method. Refunds are made using the same means of payment you used for the original transaction, unless you expressly agree otherwise. No fee is charged for the refund itself.

Return shipping costs. Where the statutory right of withdrawal applies, you bear the direct cost of returning the goods, unless we state otherwise or the return is due to a damaged, defective or incorrect item (see section 4). Nothing in this policy restricts your statutory rights.

Please contact luna.express@gmail.com before sending anything back, so that we can confirm the correct return address and give you return instructions.

1. Email us with your order number and the reason for the return.
2. We reply with confirmation and the return instructions.
3. Pack the item securely, including any protective packaging, and send it to the return address provided:[RETURN ADDRESS]
4. Keep proof of postage until your refund is completed.

Returns sent without prior contact may be delayed, because we cannot always identify who the parcel belongs to.

Refunds are processed once your return has been received, or, where permitted by law, once you have supplied evidence that the goods have been sent back — whichever happens first.

Where required by EU law, the refund includes the standard delivery costs you paid for the original delivery. If you chose a more expensive delivery option than our standard delivery, the additional cost of that upgrade is not refunded.

Depending on your bank or payment provider, it may take a few additional business days for the refunded amount to appear on your statement.

If your order arrives damaged, defective or incorrect, contact luna.express@gmail.com with your order number and, where possible, photographs or a short video showing the issue and the packaging. This helps us resolve the case quickly.

Depending on the situation and on your statutory rights, we will arrange a repair, a replacement, a remake or a refund. Return costs in these cases are not borne by you.

Statutory consumer guarantees for goods that are not as described or not fit for purpose are not limited by this policy.

Some goods may be excluded from the statutory right of withdrawal where the law permits it. This can include:

• Goods made to the consumer's specifications or clearly personalised — for example a necklace produced with a photo you uploaded.
• Sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery.
• Other categories excluded by applicable EU or Latvian law.

These exceptions do not apply to damaged, defective or incorrect items, and discounted or promotional items are treated exactly like full-price items. We do not claim that sale items, opened packaging or discounted products are automatically non-refundable.

This policy does not affect your mandatory rights as a consumer under applicable European Union and Latvian law. Where any part of this policy conflicts with those rights, the statutory rules apply.

For any questions about returns or refunds, please contact us by email at luna.express@gmail.com.