Terms of Service

1. About Luna Heights

Welcome to Luna Heights. Throughout these terms, “we”, “us” and “our” refer to Luna Heights.

These terms apply to your use of our website and purchases made through our online store. Please read them alongside our Privacy Policy, Delivery Policy and Returns & Refunds Policy, available on our website.

Our store is hosted on Shopify, which provides the ecommerce platform we use to sell our products. Your purchase contract is with Luna Heights.

You can contact us at support@lunaheights.com.

Nothing in these terms excludes or restricts your statutory consumer rights.

2. Age requirement

Our website and products are intended for adults aged 18 and over. By placing an order, you confirm that you are at least 18 years old.

We may request reasonable age verification where appropriate and decline an order if we cannot establish that this requirement is met.

3. Your information and account

Please provide accurate and current contact, billing and delivery information when placing an order.

If you create an account, keep your login details secure and contact us promptly if you suspect unauthorised access.

You must be authorised to use the payment method provided at checkout.

4. Product information

We take reasonable care to ensure that product descriptions, images, prices and availability are accurate.

Colours may appear differently depending on your screen settings. This does not affect your right to receive goods that match their description.

Read the product description and any manufacturer’s instructions before purchasing or using an item. Follow the care, cleaning and compatibility instructions supplied with it.

We may update our range or discontinue products. Changes to website descriptions do not retrospectively change an order we have already accepted.

5. Placing an order

Before submitting your order, you can review your basket and correct any errors.

Placing an order is an offer to purchase the selected goods. An automated order acknowledgement confirms that we have received your order; it does not itself constitute acceptance.

We accept your order when we send a dispatch confirmation. At that point, a purchase contract is formed for the goods included in that confirmation.

Before acceptance, we may decline an order for a legitimate reason, including unavailable stock, an unresolved pricing error, unsuccessful payment or reasonable concerns about fraud or age eligibility. We will notify you and refund any payment taken for goods we cannot supply.

If we discover a pricing or description error before accepting your order, we will explain it and give you the choice of proceeding on the corrected basis or cancelling for a refund. We will not charge a higher price without your agreement.

Your statutory cancellation rights remain unaffected after acceptance.

6. Prices and payment

The currency and applicable total will be displayed before you place your order. Prices for UK consumers include applicable VAT. Delivery charges will be shown before you complete checkout.

Prices and promotions may change for future purchases. Changes do not affect the price of an accepted order.

Payment must be made using one of the methods offered at checkout. Payments are subject to authorisation by the relevant provider.

Any conditions attached to a promotional offer will be made available with that offer and will not reduce your statutory rights.

7. Delivery

Available destinations, delivery options and charges are shown on our website or at checkout.

Unless a different delivery period has been agreed, we will deliver without undue delay and within 30 days of accepting your order.

If delivery is delayed, we will contact you with the information available and explain your options. Your legal rights where delivery is late remain unaffected.

Goods remain our responsibility until you, or a person you nominate, physically receives them, except where you independently appoint a carrier we have not offered.

We may use fulfilment partners to dispatch orders. Luna Heights remains responsible to you for your purchase.

Please check your delivery address carefully. Contact us promptly if it needs correcting or if your order is missing or damaged. Any proposed charge for redelivery will be explained and agreed before resending.

8. Cancellations and returns

Our Returns & Refunds Policy explains how to cancel eligible purchases, arrange returns and report faulty goods.

For most eligible online purchases, you have 14 days after delivery to tell us that you wish to cancel, followed by a further 14 days to return the goods.

The change-of-mind cancellation right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed.

This exception does not affect your rights concerning faulty, damaged, incorrectly supplied or misdescribed goods.

To discuss a cancellation or return, email support@lunaheights.com. We will provide the appropriate instructions and return address. Your statutory cancellation right does not depend on our approval.

9. Faulty goods and consumer rights

We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described.

If something is wrong with your purchase, contact support@lunaheights.com. Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction.

Any manufacturer or supplier guarantee is additional to your statutory rights and does not replace or limit them.

10. Website availability and acceptable use

We aim to keep the website available and accurate, but maintenance, updates or technical problems may temporarily interrupt access.

You must not use the website to commit fraud, harass others, upload malicious software, interfere with security, access another person’s account without permission or infringe anyone’s rights.

We may restrict access where reasonably necessary to address misuse or protect the website and its users. This will not remove your rights relating to existing purchases, refunds or complaints.

11. Intellectual property

Website content, including branding, text, images and design, belongs to Luna Heights or the relevant rights holders.

You may browse the website, share links and save or print information for your personal use, including records of purchases and these terms.

You must not reproduce or commercially exploit protected content without permission, except where permitted by law.

Third-party brand names and trademarks belong to their respective owners.

12. Reviews and feedback

Reviews must reflect your genuine experience. Do not submit unlawful, misleading, abusive or infringing material, or disclose another person’s private information.

If you submit a review for publication, you allow us to display it with the name you choose to provide and to make minor formatting changes that do not alter its meaning.

We may remove reviews that breach these conditions, but will not remove a review simply because it is negative.

Private support messages, returns correspondence and images supplied to investigate a fault will not be treated as public reviews.

13. Shopify and third-party services

Shopify provides the platform supporting our online store. Products purchased through this website are sold by Luna Heights, and order enquiries should be directed to us.

The website may include third-party links or optional services. Separate services may have their own terms and privacy notices, which you should review before using them.

Nothing in this section removes our responsibility for services or suppliers we use to fulfil our obligations to you, or restricts rights you may have against another party.

14. Privacy

Our Privacy Policy explains how personal information is collected, used and shared when you browse the website, contact us or place an order.

Shopify and our payment, delivery and fulfilment providers may process information as described in that policy and their applicable privacy notices.

15. Our responsibility for loss or damage

If we breach these terms or fail to use reasonable care and skill, we are responsible for loss or damage that is a foreseeable result.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

We do not exclude your rights to goods that are of satisfactory quality, fit for purpose and as described.

Our store supplies products for private consumer use. We do not accept liability for business losses arising from commercial use or resale, such as lost business profits or opportunities.

16. Events outside our control

If an event outside our reasonable control affects an order, we will notify you as soon as reasonably possible and take reasonable steps to reduce its impact.

This does not remove your legal rights, including rights to cancel and receive a refund where goods are not delivered as required.

17. Complaints

If you are unhappy with a product or our service, email support@lunaheights.com with your order number and details of your concern.

We will investigate and work with you towards a resolution. We may request further information where reasonably necessary.

18. Changes to these terms

We may update these terms to reflect changes to our business, services or legal requirements.

The terms in force when you place an order apply to that purchase unless you agree otherwise or a change is required by law.

Updated terms will be published on this page.

19. General provisions

If part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply where they can operate independently.

A delay in enforcing a right does not mean that right has been waived.

If we transfer a purchase contract to another business, we will ensure that your rights are not reduced and notify you where required.

Nothing in these terms overrides binding information or promises provided to you before purchase.

20. Applicable law

Your purchase is subject to applicable UK consumer law. Nothing in these terms deprives you of mandatory protections or rights to bring proceedings in the courts available to you under applicable law.

If you live outside the UK and we accept your order, any mandatory consumer protections that apply in your country remain unaffected.

21. Contact

For questions about these terms, your order or our products, contact:

Luna Heights
support@lunaheights.com