Refund policy

Return and Refund Policy

We want you to be happy with your Luna purchase. If there is a problem with your order, please contact us as soon as possible so we can help.

Faulty, damaged or incorrect items
If your item arrives damaged, is faulty, or is not what you ordered, please contact us within 7 days of delivery for the fastest resolution.

To help us assess the issue quickly, please include:
- your order number or proof of purchase
- a brief description of the problem
- clear photos of the item and packaging
- where relevant, a short video showing the fault

Providing this information helps us review the issue quickly, but your rights under Australian Consumer Law are not limited by this process.

Assessment and remedy
If a product has a major problem, you may be entitled to choose a refund or replacement.
If a product has a minor problem, we may offer a repair, replacement or refund, in line with Australian Consumer Law.

If a return is approved, we will provide instructions for the return. Items must not be disposed of unless we confirm this in writing.

Change of mind
We may accept returns for change of mind within 14 days of delivery, provided the item is unused, unopened, in its original condition, and returned with all original components and packaging.

Change-of-mind returns are not accepted for items that have been opened, used, tested, damaged after delivery, or returned without original components.

We do not offer exchanges for change of mind, incorrect selection, or if you no longer want the item.

Items not eligible for refund or replacement
We may decline a refund, replacement or exchange where:
- the product has been misused, mishandled, dropped or damaged after delivery
- the fault is caused by failure to follow care or operating instructions
- the product has been modified, tampered with or repaired by an unauthorised person
- the issue is normal wear and tear

Proof of purchase
We may ask for proof of purchase before processing a repair, replacement or refund.

Refund timing
If a refund is approved, it will be processed back to the original payment method. Please allow up to 5 business days for the refund to appear, depending on your bank or payment provider.

Shipping costs
For approved change-of-mind returns sent by mail, a return shipping fee of AUD 9.95 applies and will be deducted from the refund or charged as part of the return process, depending on the return method provided.

If an item is confirmed to be faulty, damaged or incorrect, Luna may provide return instructions and, where appropriate, waive the return shipping fee, reimburse reasonable return postage, or arrange an alternative return method.

Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact us
For returns, refunds or product issues, please contact:
luna@globalglamourbrands.com