Our Return Policy

At Loona Store, we want you to be completely satisfied with your purchase. We understand that sometimes products may not meet your expectations, which is why we've designed a straightforward and customer-friendly return and refund policy.

Eligibility for Returns

To be eligible for a return, your item must be:

• In the same condition that you received it
• Unused and unworn
• In the original packaging (when possible)
• Accompanied by the receipt or proof of purchase

Items Not Eligible for Return

The following items cannot be returned:

• Gift cards
• Downloadable products
• Personalized or custom-made items
• Intimate or sanitary items for health and hygiene reasons
• Products marked as "Final Sale" or "Non-Returnable"

Return Process

How to Initiate a Return

1. Contact Us: Email our customer service team at support@loonastore.com with your order number and reason for return.
2. Approval: Once your return request is approved, you will receive return instructions via email.
3. Packaging: Pack the item(s) securely in appropriate packaging.
4. Shipping: Send the item(s) to the address provided in the return instructions.
5. Tracking: We recommend using a trackable shipping service to ensure your return arrives safely.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in cases where:

• You received a damaged or defective item
• You received an incorrect item
• The error was made by Loona Store

In the above cases, Loona Store will provide a prepaid shipping label or reimburse the return shipping costs.

Refund Process

Once we receive and inspect your return, we will notify you about the status of your refund.

Refund Timeline

Refund Methods

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the card used for purchase
• PayPal: Refunded to your PayPal account
• Store Credit: In some cases, we may offer store credit as an alternative

Exchanges

If you need to exchange an item for a different size, color, or product, please follow these steps:

1. Initiate a return as described above
2. In your return request email, specify that you want an exchange
3. Indicate the item you would like instead (size, color, product name)

Exchanges are subject to product availability. If the requested item is unavailable, we will process a refund instead.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@loonastore.com with:

• Your order number
• Photos of the damaged/defective item
• A brief description of the issue

We will address the situation promptly and provide a solution, which may include a replacement or refund.