Payments, Returns & Dispute Resolution Policy

1. Payment Policy

At Luna Lounge, we prioritize secure and seamless payment processing. We accept payments via major debit and credit cards through trusted payment gateways, including Paystack and other local platforms.

  • Payment Timing: Payment is processed immediately at checkout. Your order will be confirmed once payment has been successfully authorized.

  • Payment Information: We do not store your card details; all sensitive payment data is handled securely by our payment processors.

  • Payment Issues: If your payment is declined or fails, you will be notified immediately. Please verify your payment information or contact your bank before retrying.

  • Fraud Prevention: Luna Lounge reserves the right to cancel or hold orders suspected of fraudulent or unauthorized activity. In such cases, we will contact you directly for verification.

2. Exchange Policy

We understand that sometimes you may want a different size, color, or product variant. To support this, we offer exchanges under the following terms:

  • Eligibility: Exchanges are accepted within 7 days of delivery for items that are unused, undamaged, and in original packaging. Personalized or sale items may be excluded.

  • Process:

    1. Contact our support team at support@lunalounge.co.za with your order details and exchange request.

    2. Once approved, return the original item following our return instructions. Customers are responsible for return shipping costs unless the exchange is due to a Luna Lounge error.

    3. After receiving and inspecting the returned item, we will dispatch the replacement item promptly.

  • New Orders: Please note that exchanges require placing a new order for the replacement item.

3. Dispute Resolution Policy

Customer satisfaction is a priority. If an issue arises, please follow this process to resolve disputes quickly and fairly:

  • Step 1: Contact Us
    Reach out to our support team within 7 days of delivery at support@lunalounge.co.za with your order number and a detailed description of the issue, including photos if applicable. We aim to respond within 24 hours and resolve concerns within 3 business days.

  • Step 2: Internal Review
    If needed, your case will be escalated to management for a thorough review. We will communicate our findings and resolution proposal via email.

  • Chargebacks & Payment Disputes:
    We strongly encourage customers to contact us before initiating a chargeback or dispute with their bank. Unilateral chargebacks may lead to delays or order cancellation. Luna Lounge reserves the right to provide evidence of fulfillment and correspondence to payment providers to contest unjustified chargebacks.

  • Resolution Time:
    Legitimate disputes are typically resolved within 5–7 business days. Complex issues may require additional time, but we commit to keeping you informed throughout the process.

Contact Information

For all payment, exchange, and dispute matters, please contact:

📧 support@lunalounge.co.za
📍 Business Hours: Monday – Friday, 09:00 to 17:00