Refund policy
Last Updated: 22 JUNE 2025
At Lune Collection, customer satisfaction is important to us. However, due to the nature of our products and logistics operations, we follow a structured exchange and return policy.
1. No Refund Policy
We do not offer refunds once an order has been delivered and accepted by the customer.
In most cases, we offer exchanges instead of refunds.
2. Exchanges
If a customer receives a defective or incorrect product, they may request an exchange.
To be eligible for an exchange:
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The request must be made within 48 hours of delivery
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The product must be unused and in its original condition
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All original packaging and accessories must be included
Once the request is reviewed and approved, an exchange will be arranged.
3. Exchange Shipping Fee
For exchanges, a 50 AED processing and shipping fee may apply to cover courier and handling costs.
4. Incorrect Orders
If a wrong product was sent by mistake, we will arrange an exchange for the correct item.
Customers may be required to share photos or videos of the product received for verification.
5. Minor Variations
Minor differences in color tone, packaging design, or small aesthetic details may occur and do not qualify as defects.
These cases are not eligible for exchange.
6. Damaged Products
If a product arrives damaged, the customer must contact our support team within 48 hours and provide clear photos or videos.
Once verified, we will arrange a replacement.
7. Refused Deliveries
If a customer refuses to accept a confirmed order without valid reason, future orders may require prepaid payment.
8. Contact for Support
Customers can contact our support team through the contact information listed on the website for assistance with exchanges or order issues.