Refund policy

REFUND, EXCHANGE AND CANCELLATION POLICY

RETURN PERIOD

We have a 7 day return and exchange policy. You must contact us within 7 days of receiving your order to request a return or exchange.

To be eligible for a return or exchange, the item must be:

• In the same condition in which it was received
• Unworn and unused
• Free from damage, marks, stains, or signs of use
• Returned with all original tags
• Returned inside its original packaging
• Accompanied by the receipt or proof of purchase

Items returned without contacting us and receiving approval first will not be accepted.

HOW TO REQUEST A RETURN OR EXCHANGE

• Email: info@elunae.shop
• Instagram Direct Message: @eluna.ae

Please provide:

• Your order number
• The reason for the request
• Clear photos or videos of the item when applicable
• Photos of the packaging if the item arrived damaged

Once your request is approved, our Customer Support team will provide the collection or return instructions.

Please make sure the item is securely packaged before collection.

CASE 1: WRONG ITEM ORDERED OR CHANGE OF MIND

This applies when:

• You ordered the wrong item
• You selected the wrong colour or style
• You changed your mind
• You would like to exchange an item that was received correctly and in good condition

Approved items may be exchanged for another product of equal or higher value.

• If the replacement item has a higher value, the customer must pay the difference.
• If the replacement item has a lower value, the remaining balance will be issued as store credit for a future purchase.
• If you do not wish to select another item immediately, store credit will be issued for the amount paid for the returned item.

All courier charges related to the return or exchange are the customer’s responsibility in this case.

This may include:

• Collection charges
• Return delivery charges
• Delivery charges for the replacement item

The original delivery charge is not refundable.

CASE 2: DAMAGED, DEFECTIVE, INCORRECT, OR NOT AS DESCRIBED ITEMS

• Damaged during delivery
• Defective
• Incorrect
• Different from the item ordered
• Not as described
• Affected by a confirmed error from our side

Items damaged during delivery must be reported within 24 hours of receiving the order.

Please provide:

• Your order number
• Clear photos or videos of the item
• Photos of the original packaging
• Photos of the courier packaging
• A clear explanation of the issue

This information may be required for us to submit a courier claim.

Other defects, incorrect items, or items that are not as described must be reported within 7 days of delivery.

Once the return is approved and the item is received and inspected, a replacement will normally be sent within 1 to 4 business days at no additional cost.

If a replacement is unavailable or cannot be provided, a full refund for the affected item will be issued through the original payment method.

ELUNA will cover the approved collection and replacement delivery charges when:

• The item was damaged during delivery
• The item is defective
• The incorrect item was sent
• The item is not as described
• The issue was caused by a confirmed error from our side

COURIER CHARGES

The customer is responsible for all courier charges when the item was received correctly and in good condition.

This includes returns or exchanges caused by:

• Ordering the wrong item
• Selecting the wrong colour or style
• Changing your mind
• No longer wanting the item
• Requesting an exchange for personal preference

Customer courier charges may include:

• Collection charges
• Return delivery charges
• Delivery charges for the replacement item

ELUNA will cover courier charges only when the approved return is due to:

• An item damaged during delivery
• A defective item
• An incorrect item sent by ELUNA
• An item that is not as described
• Another confirmed error from our side

If the item is collected and our inspection confirms that it is not damaged, defective, incorrect, or affected by an error from our side, the customer may be required to pay the collection and redelivery charges.

Any applicable courier charges may need to be paid before the collection or replacement delivery is arranged.

CANCELLING AN ORDER

Cancellation requests may be made within 24 hours of placing the order, provided the order has not already been sent for fulfilment or dispatched.

Once an order has entered fulfilment or has been dispatched, cancellation may no longer be possible.

Approved cancellation refunds will be issued through the original payment method.

Please allow 7 to 14 business days for the refund to appear, depending on your bank or payment provider.

To request a cancellation, contact us through:

• Email: info@elunae.shop
• Instagram Direct Message: @eluna.ae

Please include your order number and cancellation request.

CHANGING OR EDITING AN ORDER

Changes may be requested only if the order has not been sent for fulfilment or dispatched.

Changes may include:

• Changing the colour
• Changing the item
• Updating the delivery address
• Updating the phone number
• Correcting customer information

Once an order has entered fulfilment or has been dispatched, we cannot guarantee that changes or edits can be made.

Promotional codes and discount codes cannot be added after an order has been placed.

Prices, promotions, and discounts also cannot be adjusted after the order has been confirmed.

To request a change, contact us through:

• Email: info@elunae.shop
• Instagram Direct Message: @eluna.ae

Please provide your order number and the requested changes.

EXCHANGES

Once your exchange request is approved, we will provide instructions for returning or collecting the original item.

The replacement order will be arranged after the returned item has been:

• Received
• Inspected
• Approved for exchange

Replacement items are subject to availability.

If the requested replacement item is unavailable, you may:

• Choose another eligible item
• Receive store credit

If the replacement item has a higher value, the customer must pay the difference.

If the replacement item has a lower value, the remaining balance will be issued as store credit.

Courier charges for exchanges are the customer’s responsibility unless the exchange is required because of damage, a defect, an incorrect item, or another confirmed error from our side.

REFUND METHOD AND TIMELINE

Refunds to the original payment method apply only to:

• Approved order cancellations
• Damaged items
• Defective items
• Incorrect items
• Items that are not as described
• Other confirmed errors from our side

Refunds are initiated after the returned item has been received and inspected.

This does not apply to an approved order cancellation when the order has not yet been dispatched.

Approved refunds will be issued only through the original payment method used to place the order.

Please allow 7 to 14 business days for the refund to be processed and reflected in your account.

Processing times may vary depending on:

• Your bank
• Your card provider
• Your payment provider
• Public holidays
• Payment processing times

If more than 15 business days have passed since your refund was approved, contact us at info@elunae.shop.

Original delivery charges are not refundable unless the entire order is returned because of damage, a defect, an incorrect order, or another confirmed error from our side.

STORE CREDIT

Store credit may be issued for approved returns caused by:

• Ordering the wrong item
• Selecting the wrong colour or style
• Changing your mind
• Choosing not to exchange immediately
• Selecting an exchange item with a lower value

Store credit will be based on the amount paid for the returned item.

Store credit will not include:

• Original delivery charges
• Collection charges
• Return courier charges
• Replacement delivery charges

Store credit:

• Cannot be exchanged for cash
• Cannot be refunded to the original payment method
• Can be used toward a future eligible purchase
• May be subject to the terms provided when it is issued

EXCEPTIONS AND NONRETURNABLE ITEMS

The following items cannot be returned or exchanged due to a change of mind:

• Custom made products
• Personalised products
• Special orders
• Sale items
• Gift cards
• Items that have been worn or used
• Items without their original packaging
• Items damaged after delivery
• Items showing marks, stains, or signs of use

These restrictions do not affect your rights if the item is damaged, defective, incorrect, or not as described.

Please contact us before placing your order if you have questions or concerns about a specific item.

RETURN INSPECTION

All returned items will be inspected before an exchange, store credit, or refund is approved.

We may reject a return if the item:

• Has been worn or used
• Has been damaged after delivery
• Is returned outside the approved return period
• Is returned without prior approval
• Does not meet the return conditions stated in this policy

We will notify you once the returned item has been received and inspected.

We will also inform you whether the return, exchange, store credit, or refund has been approved.

CONTACT US

For any shipping or return inquiries, please reach out to us via
📩 Instagram DM or Email

@eluna.ae | Info@elunae.shop

Thank you for shopping with Elunae.