Refund policy
If something isn't right, email us.
Write to info@lunnalu.com with your order number. A real person reads every message and replies within two business days, usually sooner.
Your rights under the law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and under the Consumer Guarantees Act 1993 if you are in New Zealand.
Faulty or damaged
Please tell us within 3 days of your order arriving, so we can take it up with our warehouse while the delivery is still traceable. Email info@lunnalu.com with:
- your order number
- photographs that clearly show the issue, in good light and close enough to see the detail
We will assess it and let you know whether we are repairing, replacing or refunding, and whether we need the item returned. Where a return is required because of a fault, we pay the postage.
The 3 day window is so we can act quickly, not a cut-off on your rights. Your guarantees under the Australian Consumer Law apply for a reasonable time after purchase regardless, so get in touch whenever a problem appears and we will sort it out.
Please contact us first
Do not post anything back before contacting us. Our orders are fulfilled from a warehouse overseas, and a parcel arriving without a return authorisation cannot be matched to your order or processed.
If a return is agreed, we will email you the address and instructions.
Refunds
Once a refund is approved it is processed within 5 business days, back to the original payment method. Your bank may take a few days more to show it.
Where an item arrived faulty, we refund the delivery charge as well as the price.
Anything else
Changed your mind, ordered the wrong colour, or something else entirely? Email us and we'll talk it through. We look at every message individually.
Contact
Email info@lunnalu.com with your order number.
LunnaLu is operated by Ivana, ABN 24 970 995 927, Queensland, Australia.