RETURNS POLICY
Thank you for shopping with Luna Lures. We want to ensure your satisfaction with our products and services. Please review our return policy below to understand your options for returning items.
FAULTY GOODS
If you believe you have received a faulty item, please follow these steps:
Return the item to Luna Lures with a cover letter containing your contact details and any relevant information to our Online Distribution Centre.
The faulty item may be sent to the supplier for a warranty assessment before we can offer a refund or replacement. We will keep you informed throughout this process.
UNWANTED GOODS
If you change your mind and wish to return an unused, saleable item in its original packaging, you can do so within 30 days of purchase. Please note that this does not apply to:
Items that were specially ordered or modified to meet your specifications.
Change of mind refunds will be processed as store credit, not cash refunds.
DAMAGED GOODS DURING TRANSPORT
To claim for damage to a product during transit from Luna to the customer, you must act within 5 days from the date the parcel is marked as 'delivered.' If you have received damaged goods, follow these steps:
Notify the Luna Web Team within 5 days of delivery by calling us at 021-506-337. Failure to report the damage promptly may result in your claim being declined by the carrier, and you won't receive a replacement item.
REFUNDS
Refunds for unwanted goods (change of mind) will exclude the cost of freight. You will be responsible for the return shipping costs, as well as any costs associated with us sending you a replacement if applicable. We recommend using tracked shipping for returns, as we do not take responsibility for any loss or damage in transit.
Please note that this policy does not alter or reduce your rights under the Consumer Guarantees Act.
HOW TO RETURN YOUR ITEM
If you wish to return a product, please follow these steps:
Contact our Customer Service team at 021-506-337 or via email at website@Luna.co.nz. They will guide you through the process.
Ensure the item is unused and in the same condition as when you received it. Pack the item (including the original packaging) inside a courier bag or another box. Please do not attach anything to the original packaging, as this may affect the acceptance of your return.
Clearly display your name on the returned parcel. Return shipping costs are generally your responsibility unless the product is faulty.
After our Distribution Centre receives your parcel, our Web Team will contact you to arrange a return, exchange, or refund.
If you wish to exchange your product for another one or a different size/colour, a freight fee may be applied.
Once we receive your goods, we will assess them and contact you to discuss the options. If the goods are faulty within the terms of warranty, we will organize repairs or replacements. This may involve an assessment by the supplier or manufacturer first. If the goods cannot be repaired or replaced, we will refund the purchase price.
RETURNS ADDRESS (NORTH ISLAND)
Luna – Online Returns
44 Wairahi Road
Langs Beach
Northland
0582
PROOF OF PURCHASE REQUIRED
To process a return or exchange, we will need proof of purchase. This can be a copy of your receipt or the order confirmation received in your email. If you don't have a copy of your receipt, please provide as many details as possible about your transaction, such as the date of purchase and payment method.
If you have any questions or need assistance with a return, please contact us
