Refund and Return Policy

At Luna Lounge, we take pride in the quality of our products and aim to ensure that every customer is completely satisfied with their purchase. We understand that on occasion, a product may not meet your expectations. This policy outlines our process for returns, exchanges, and refunds to ensure transparency and peace of mind.

1. Return Eligibility

We accept returns under the following conditions:

  • The item must be unused, undamaged, and in its original packaging

  • The return request must be made within 7 days of receiving your order

  • Proof of purchase (order number or receipt) must be provided

Returns requested outside of this window, or for items that have been used, damaged, or altered, will unfortunately not be accepted.

2. Non-Returnable Items

For hygiene and safety reasons, the following items are non-returnable and non-refundable:

  • Custom-made or personalized cushions

  • Clearance or sale items

  • Items showing visible signs of use or wear

3. Return Process

To initiate a return, please follow these steps:

  1. Email our support team at support@lunalounge.co.za with your order number, reason for return, and photos (if applicable).

  2. Once approved, we will provide the return address and instructions.

  3. Customers are responsible for return shipping costs unless the item is defective or incorrect.

  4. Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

We recommend using a tracked courier service, as we are not responsible for lost return parcels.

4. Refunds

If your return is approved, your refund will be processed within 3–7 business days of receiving the item. The refund will be issued to your original payment method.

Please note: Shipping costs (if any) are non-refundable unless the return is due to a fault on our part (e.g., wrong or defective item sent).

5. Exchanges

If you would like to exchange an item for a different color or product, please follow the return process above and place a new order once your return is processed. Exchanges are treated as separate transactions for speed and clarity.

6. Damaged or Incorrect Items

If your item arrives damaged or incorrect, please notify us within 48 hours of delivery with supporting photos. We will send a replacement at no additional cost or offer a full refund where applicable.

7. Contact Us

For any refund or return inquiries, contact our customer care team:

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

We value your satisfaction and are here to assist with any issues related to your order. Thank you for choosing Luna Lounge.