Refund policy

We want you to be completely happy with your purchase from Lunora Home. If you need to return an item, please note the following information.

 

Returns for a Change of Mind

We offer a 7-day, no-questions-asked return policy for change of mind. If you decide an item isn't right for you, we will provide a refund for the product cost.

To be eligible for a refund, the item must be returned in "as-new," resalable condition. This means the item must be unused, unassembled, undamaged, and unlaundered, with all original tags and packaging intact.

To initiate a return for a change of mind:

  1. Place a note with your order number and name inside the package.
  2. Ship the item back to us in protective packaging.
  3. Once we receive the item and confirm its condition, we will process your refund.
  4. Please note that original delivery costs are non-refundable, and the cost of return postage is the customer's responsibility. We cannot refund items that are used, damaged after delivery, or altered in any way.

 

Items Not Eligible for Change of Mind Returns

The following items are final sale and cannot be returned for a change of mind:

  • Made-to-order products (e.g., paintings,hand blown vases and custom doormats)
  • All clearance or sale items
  • Personalized items
  • Gift cards

 

Faulty or Damaged Items

  1. Please inspect your order upon arrival. In the unlikely event that you receive a faulty, damaged, or incorrect item, we will offer a full refund or a replacement.

If a product is significantly faulty or damaged, please follow these steps within 7 days of delivery:

  1. Take clear photos or a video of the issue.
  2. Email the photos or video to us at hello@lunorahome.com.au along with your order number.

We may not be able to confirm that the fault or damage occurred before delivery if we are not notified within these 7 days. We reserve the right to request that the item be returned for inspection before issuing a refund.

If a return is necessary, please ship the item in its original packaging. Once we receive the item and confirm the fault, we will process your refund or send a replacement. Please note that we cannot accept returns for items that are used or damaged after receipt.

 

Refunds

Refunds are issued to your original payment method. Please allow 3-5 business days for the refund to appear in your account. If you have any questions regarding your refund, please don't hesitate to contact us.