Refund Policy

Last updated: 3 September 2026

We want every LuneFlow purchase to feel right. If it doesn't, you may be able to return it within 14 days of delivery under the conditions below. This policy sits alongside, and does not affect, your statutory rights as a UK consumer.

Return window	Return shipping	Refund timeline	Refund method
14 days from delivery	Free returns where applicable	5–10 business days after approval	Original payment method

From request to refund — in five steps

Please do not return items without first contacting us and receiving return instructions. Unannounced returns may be delayed or refused.

Request a return — Email contact@luneflow.shop with your order number and reason for return within 14 days of delivery.
Receive instructions — We will provide return instructions and, where applicable, a return authorisation and return address. For large or bulky items, we may arrange a courier or freight collection.
Return the item — Pack the item securely and return it using the instructions provided. Large or bulky products must remain accessible for any agreed collection.
Inspection — Once received, we inspect the item to confirm that it meets the applicable return conditions.
Refund — Approved refunds are issued to your original payment method within 5–10 business days.

What qualifies for a return

Eligible returns must generally meet the following requirements:

Requirement	Details
Time frame	Return requested within 14 days of delivery
Condition	Unused and in the same condition as delivered, subject to applicable consumer rights
Packaging	Original packaging where reasonably available, including accessories, fittings and instructions
Proof of purchase	Order number, order confirmation or other proof of purchase
Return	Returned within the timeframe specified in our return instructions

Items that have been used, assembled, installed, modified, damaged after delivery or returned with missing parts or accessories may not qualify for a full refund, subject to your statutory rights.

The following may also be excluded from change-of-mind returns where permitted by law:

Items that have been assembled, fuelled, run, installed, modified or visibly used
Items with missing parts, accessories or essential packaging
Gift cards
Made-to-order or bespoke items, unless faulty or damaged
Items returned outside the applicable return period without prior approval
Items returned without following our return instructions

Nothing in this policy affects your statutory rights as a UK consumer.

Damaged, defective or incorrect items

If your item arrives damaged, defective or incorrect, please contact us as soon as reasonably possible. We will work with you to resolve the issue in accordance with your legal rights.

Damaged in transit

Please inspect your parcel when it arrives. If the product or packaging is damaged, email contact@luneflow.shop with your order number and clear photographs of the product and packaging.

Where appropriate, we may arrange a replacement, repair or refund.

Defective or faulty items

If your item is faulty or develops a defect, contact us with your order details and a description of the problem. We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.

Wrong item received

If we have sent you the wrong product, contact us as soon as possible. We will arrange the appropriate return or collection and provide the correct item or another suitable remedy.

Exchanges

If you would prefer a different product, size or model, contact us within the applicable return period. Exchanges are subject to product availability and the relevant return conditions.

If there is a price difference between the original and replacement item, we will explain how the difference will be handled before completing the exchange.

Inspection on return

Returned items are inspected after they arrive. We will normally confirm the outcome by email once the inspection has been completed.

How your refund is issued

Approved refunds are issued to the original payment method used at checkout.

Payment method	Refund timeline	Where the money goes
Credit / debit card	5–10 business days after approval	Refunded to the card used at checkout
Apple Pay / Google Pay	5–10 business days after approval	Refunded to the underlying payment card

Depending on your bank or card issuer, it may take additional business days for the refund to appear on your statement after LuneFlow has processed it.

Returns FAQ

How long do I have to return an item?

You should contact us within 14 calendar days of receiving your goods if you wish to make a return under this policy. Some products or circumstances may be subject to different legal rights or exceptions.

What condition do items need to be in?

For a change-of-mind return, items should generally be unused and in the same condition in which you received them, with their original packaging, accessories and instructions where reasonably available.

Items showing signs of use, assembly, installation, damage or missing components may affect your refund, subject to your statutory rights.

What if I received the wrong item?

Contact us as soon as possible at contact@luneflow.shop with your order number and details of the item received. We will investigate and arrange an appropriate solution.

What if my item arrived damaged or defective?

Contact us as soon as reasonably possible with your order number and clear photographs where applicable. We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.

What if my parcel is lost?

If your order has not arrived within a reasonable period after dispatch, contact us with your order details. We will review the delivery status and, where appropriate, investigate the shipment with the courier.

What if my order is very late?

If your order has not arrived within the estimated delivery timeframe stated in our Shipping Policy, contact us so we can investigate the delay.

Who pays for return shipping?

For faulty, damaged or incorrect items, we will arrange an appropriate return or collection where required.

For change-of-mind returns, any applicable return shipping arrangements will be explained when we provide your return instructions. Where applicable, the cost of returning the item may depend on the nature and circumstances of the return.

How will I be refunded?

Approved refunds are normally issued to the original payment method used at checkout. We do not normally issue refunds in cash or to a different payment card.

How long do refunds take to appear?

Once a refund has been approved and processed, it normally takes 5–10 business days to reach the original payment method. Your bank or card issuer may require additional processing time.

How do I request a return?

Email contact@luneflow.shop with your order number and a short description of the reason for your return. Please wait for our return instructions before sending an item back.