Refund policy

RETURNS, CANCELLATIONS AND REFUNDS

This policy applies alongside your statutory consumer rights. Nothing below limits any mandatory rights provided by the law in your country.

CHANGE-OF-MIND CANCELLATIONS

UK consumers may cancel an eligible online purchase from the time the order is placed until 14 days after the day the goods are received. If an order is delivered in separate parcels, the period begins after the final parcel is received. You do not need to provide a reason.

EU and EEA customers may also have a 14-day right of withdrawal or additional rights under the laws applicable in their country.

To cancel, email lunasoundsshop@gmail.com or submit a request through your customer account at https://lunasoundsshop.com/account before the cancellation period expires.

If your order has not been fulfilled, you may be able to cancel it directly through your customer account.

RETURNING AN ITEM

After notifying us that you wish to cancel, you must return the item within 14 days. Contact us before posting anything so we can provide the correct return instructions.

For change-of-mind returns, you are responsible for the direct return-postage cost. We recommend using a tracked service and keeping proof of postage.

You may inspect an item as you would in a shop. If it has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from your refund.

REFUNDS

Eligible refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever happens first.

For an eligible cancellation, we will refund the product price and the cost of our least expensive standard delivery option. Any additional amount paid for express or premium delivery is not refundable unless the goods were faulty, damaged, incorrect or not as described.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

FAULTY, DAMAGED OR INCORRECT ITEMS

If an item arrives faulty, damaged, incorrect, not as described or unfit for its intended purpose, contact lunasoundsshop@gmail.com as soon as reasonably possible with your order number and photographs where relevant.

We will explain the available remedy, which may include a refund, repair or replacement. We will cover reasonable return costs where an item is confirmed as faulty, damaged, incorrect or not as described.

UK customers may have a short-term right to reject eligible faulty goods for a full refund within 30 days. Further repair, replacement, refund or price-reduction rights may apply after that period.

EXCEPTIONS

The change-of-mind cancellation right may not apply to:

• Goods made to your individual specifications or clearly personalised
• Sealed audio, video or computer-software products once unsealed
• Sealed goods unsuitable for return for health or hygiene reasons once unsealed
• Other products excluded from cancellation under applicable law

A standard made-to-order or print-on-demand product is not automatically personalised simply because it is produced after ordering.

These exceptions do not remove your rights where an item is faulty, damaged, incorrect or not as described.

OPTIONAL CANCELLATION FORM

You may use the wording below, although it is not compulsory:

To Luna Sounds Shop, lunasoundsshop@gmail.com:

I give notice that I wish to cancel my contract for the sale of the following goods:

Order number and items:

Ordered on/received on:

Customer name:

Customer address:

Date: