Returns & Refunds Policy

At Luna Heights, we want you to feel confident about your purchase. If you wish to return an item or have a problem with your order, email support@lunaheights.com and we’ll help.

This policy applies to consumer purchases and does not affect your statutory rights.

Changing your mind

For eligible online purchases, you can cancel your order from the time it is placed until 14 days after you receive your goods. If items from one order arrive separately, this period ends 14 days after the last item arrives.

Once you have told us you wish to cancel, you have a further 14 days to send the goods back.

Email support@lunaheights.com with a clear statement that you wish to cancel. Please include your name, order number and the items you wish to return to help us process your request.

You are responsible for return postage when returning an item because you have changed your mind.

Product condition and hygiene seals

Please take care of goods you intend to return and include their accessories and original packaging where possible.

For products eligible for cancellation, you may inspect them as you would in a shop. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.

Certain sealed products cannot be returned for a change of mind once unsealed because they are unsuitable for return for health protection or hygiene reasons. This can include intimate toys, intimate wear and other hygiene-sensitive products supplied with a hygiene seal.

Please keep applicable hygiene seals intact unless you intend to keep the product. Opening ordinary outer delivery packaging does not, by itself, remove your cancellation rights.

These hygiene restrictions do not affect your rights where goods are faulty, damaged, not as described or unfit for purpose.

How to arrange a return

Email support@lunaheights.com so we can provide the correct return address and instructions.

Please do not send products to the manufacturer, supplier or address printed on your parcel without contacting us first. The correct return location may differ from the dispatch address.

Pack goods securely and retain proof of postage.

Contacting us for instructions does not make your statutory cancellation rights dependent on our approval. Your cancellation takes effect when you clearly tell us that you wish to cancel within the applicable period.

Refunds for change-of-mind returns

We will refund eligible returns without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.

If you cancel your entire order, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery service, we will refund only the cost of our least expensive standard delivery option.

Refunds will be made to your original payment method unless you expressly agree otherwise. We do not charge a refund or restocking fee for exercising your statutory cancellation rights.

Faulty, damaged or incorrect goods

If an item arrives damaged, develops a fault or is not what you ordered, email support@lunaheights.com with your order details and a description of the issue.

We may ask for photographs or a short video showing the product and the fault to help us assess the problem. Please never send intimate images or footage showing a product being used on your body. If you cannot provide suitable photos or a video, let us know so we can discuss another assessment method.

You will normally have a right to reject faulty goods within 30 days of delivery and receive a full refund.

After this period, you will generally be entitled to a repair or replacement. If this is impossible, unsuccessful, or cannot be completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund.

We will arrange or cover reasonable return costs for faulty, damaged or incorrect goods. Please contact us before paying for return postage so we can agree a suitable method.

Original packaging is not required to exercise your rights relating to faulty goods. We will not require you to accept store credit instead of a refund to which you are legally entitled.

Guarantees and product assessment

Your statutory rights apply independently of any manufacturer or supplier guarantee and are not limited to a one-year guarantee period.

Faults caused by accidental damage, misuse or ordinary wear and tear are not normally covered by faulty-goods rights.

If an assessment does not identify a fault, we will explain the findings and discuss the next steps with you before arranging any service or return delivery that would involve an additional charge.

Missing or undelivered orders

If your order has not arrived, contact support@lunaheights.com so we can investigate with the delivery provider and arrange an appropriate resolution.

If a parcel is returned to us because delivery could not be completed, we will contact you to discuss a refund or redelivery, as appropriate. Any proposed redelivery charge will be explained and agreed before the parcel is resent.

We do not automatically apply a restocking fee to undelivered orders. Your statutory cancellation, delivery and refund rights remain unaffected.

Contact

For returns, cancellations or questions about an order, contact:

Luna Heights
support@lunaheights.com

Please email us for the correct product return address.