Luna Nana hopes you are completely satisfied with your selected items. If the product does not meet your expectations, we are happy to assist with an exchange!
- Exchange Service
We offer exchange services, allowing you to swap the item for a different size or color. If exchanging for another product, its value must match the original item's value.
- All exchange shipping and handling fees are the customer's responsibility.
- Sale items are not eligible for exchange or refund.
2. Handling Defective or Incorrectly Shipped Items
If you receive a defective or wrongly shipped item, please provide your order number and contact us immediately via WhatsApp. We will address the issue promptly.
3. Refund Policy
We do not provide refund services but prioritize your shopping experience.
- Exchanges can be requested within 7 days of receiving the item (the product must remain in perfect condition with tags intact).
- Original shipping fees are non-refundable, and return shipping costs are borne by the customer.
- Discounted or sale items are not eligible for return or exchange.
- Returns and exchanges require the order number and the email linked to your account.
4. Return Process
- Items must be returned in their original packaging, with all tags and accessories intact.
- Please include the receipt or order details, and package securely to prevent transit damage.
5. Return Shipping Responsibility
- For defective or incorrectly shipped items: We cover the associated shipping fees.
- For customer-initiated returns/exchanges: Shipping and handling fees are paid by the customer (we recommend using a trackable shipping service to avoid loss).
- If the returned package does not reach our warehouse, the exchange process cannot be completed.
6. Exchange Processing Time
Upon receipt of the returned item at our warehouse, we will perform quality inspections and verification. Once approved, we will arrange the exchange as quickly as possible.
7. Order Modification and Cancellation
Confirmed orders cannot be canceled or modified (including delivery address). Please double-check all details before checkout; if changes are needed, request an exchange after receiving the item.
8. Contact Us
For any inquiries, please reach out to customer service via:
