Refund & Return Policy
Pre-Shipment Confirmation
Before shipment, our customer service team will provide actual photos and videos of your specific item via WhatsApp or email, including product details and final packaging information.
These photos and videos are taken specifically for your order and are provided without editing or color adjustments.
Customers are responsible for carefully reviewing and confirming:
- Product style
- Color
- Size
- Details
- Packaging
During this confirmation stage, customers are welcome to communicate with our customer service team regarding any questions or concerns.
Pre-Shipment Refunds
If you are not satisfied with the item after reviewing the confirmation photos and videos, you may request a cancellation and refund before the order is shipped.
Once a refund request is approved before shipment, the order will be cancelled and the payment will be returned according to the original payment method.
Order Shipment & Final Sale
Once the customer has confirmed the product details and the order has been shipped, the order cannot be cancelled, returned, or exchanged.
Due to the nature of our products and the individual preparation process for each order, we are unable to accept returns or exchanges after shipment.
Exceptions
Due to the nature of our products, minor variations in leather texture, stitching, hardware, color tone, or packaging details may occur and are considered normal characteristics of handcrafted and premium-quality products.
Slight differences caused by lighting, photography, screen settings, or individual product characteristics do not constitute defects.
Before shipment, customers are provided with actual photos and videos of their specific item for confirmation. By approving the confirmation materials, customers acknowledge and accept the product details shown before shipment.
In the unlikely event that an item received is significantly different from the confirmed order details or arrives with serious damage affecting normal use, please contact us within 48 hours of delivery and provide clear photos or videos for review.
Our team will evaluate the situation and provide an appropriate solution when applicable.
Customer Responsibility
Customers are responsible for carefully reviewing and confirming all order details before shipment, including but not limited to:
- Product selection
- Product style
- Size information
- Color choice
- Product details
- Packaging
- Shipping address
- Recipient name
- Contact details
Before shipment, customers will receive actual photos and videos of their specific item for confirmation. Customers are responsible for carefully reviewing these materials and communicating any concerns or questions before approving shipment.
Once the customer confirms the product details and the order has been shipped, the customer acknowledges and accepts the confirmed item condition and details.
We are not responsible for issues caused by incorrect information provided by the customer, failure to review the confirmation materials, or failure to communicate concerns before shipment.
Agreement
By placing an order with LUNA DESIGNER SHOP, you acknowledge that you have read, understood, and agreed to this Returns & Refunds Policy, including the pre-shipment confirmation process and post-shipment return restrictions.