Returns, Refunds and Cancellations Policy
Where an item is not personalised or customised to your specific requirements, you may return it within 14 days of receipt. Please contact us via our Contact Us page for return instructions.
Non-Returnable Items
Personalised and Custom-Made Products
Personalised and customised items are exempt from the right to return, as they are made specifically to your requirements and cannot be resold.
Earrings
Earrings are exempt from return for hygiene reasons, in line with UK consumer law.
Slight Seconds, Clearance Products and Gift Cards
We cannot accept returns on items marked as 'Slight Seconds' or 'Clearance'.
Product Characteristics of 3D Printed Items
Due to the nature of the 3D printing process, layer lines, seam lines, and small surface variations may be present. These are normal characteristics of 3D printed products and are not considered faults. Slight imperfections may be present, such as stronger layer lines, light bumps on the rear or underside of a product, or colour bleed. We operate to a set quality control standard for every item we produce.
All items are intended for decorative use and should be handled with care. While durable for normal use, they may be more fragile than injection-moulded products if dropped or handled roughly.
Faulty or Incorrect Items
If your item arrives faulty or incorrect, please contact us as soon as possible after delivery so that we can resolve the issue as quickly as possible. Please include clear photos and a description of the issue.
How to Return an Item
- Items may be returned within 14 days of receipt. Please see exceptions above.
- If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
- Items must be returned in the same condition that they were received and securely packaged to avoid damage.
- For change of mind purchases, customers are responsible for return postage costs, using a trackable and insured service, as we cannot be responsible for items lost in transit.
- Please email lunamoonnorfolk@gmail.com with proof of postage and tracking number for the return and refund to be completed.
- For faulty, incorrect items or items due to our error, you will be provided with a pre-paid returns label.
- Refunds are processed once the item has been received and inspected, and within 14 business days of receiving the returned item.
- Refunds will be issued to the original payment method and may take up to 5 additional working days to appear, depending on your payment provider.
- Original shipping costs are non-refundable.
Order Cancellations
Orders can be cancelled within 1 hour of purchase.
After this time, if production has begun (including the design and creation of a personalised product, or printing has commenced), a 50% cancellation fee may apply to cover time, materials and work already completed. The remaining balance, including the original postage costs, will be refunded.
If your order has already been dispatched, you will need to return it to us (where eligible) before a refund can be processed. Return postage costs remain the responsibility of the customer.
Luna Moon Norfolk reserves the right to cancel any order at any time and issue a full refund. This policy does not affect your statutory rights.