Returns Policy
This Returns Policy explains how return, exchange and refund requests are handled for purchases from Luna and Loom Home. Last updated: 2026-08-20.
1. Before requesting a return
Keep your order confirmation and the product in the condition in which it was received. Contact the store using the details published on this website before sending an item back so that the order can be identified and the correct return instructions can be confirmed.
2. Return eligibility
Return eligibility depends on the product, its condition, the reason for the return and any consumer rights that apply. Items should not be used beyond what is reasonably necessary to inspect them unless the item is defective or applicable law provides otherwise. Any product-specific exclusions should be disclosed before purchase.
3. Incorrect, damaged or defective items
If an item arrives damaged, defective or different from what was ordered, contact the store as soon as reasonably possible and include the order number together with a clear description of the problem. Photographs may be requested where they help the store assess damage or an incorrect item.
4. Return delivery or collection
The return method, address and any collection arrangement should be confirmed with the store before the item is sent back. Responsibility for return transport costs depends on the reason for the return, the store's confirmed terms and any mandatory consumer rights that apply.
Shop now5. Refunds and exchanges
Where a return is approved, the store will confirm whether the resolution is a refund, replacement, exchange or another appropriate remedy. Refund timing can depend on the original payment method and the payment provider or bank. The store should not promise a fixed processing period unless that period has been confirmed in its own business terms.
6. Items that may have special conditions
Certain personalised, made-to-order, hygiene-sensitive, perishable or otherwise specially supplied items may have different return conditions where permitted by applicable law. Any such condition should be clearly disclosed on the relevant product or checkout information before purchase.
7. Consumer rights
Nothing in this policy is intended to remove a right or remedy that cannot lawfully be excluded. Where consumer-protection law gives the customer a stronger right than a store policy, the applicable legal right takes priority.
8. Contact
For a return, exchange or refund request, contact Luna and Loom Home using the contact details published on this website and include the relevant order number.