Return and Refund Policy

Key Information:

- Our return policy allows free returns within 30 days of receipt of the item.
- Refunds will be processed within 5 days.
- There is no restocking fee for returns.

Returning Purchases

Purchases can be returned within 30 days of receipt.

To be returned, the item must be unused and in its original condition. It must also be returned in its original packaging.

To make a return, please contact us at contact@lunaroa.com to receive your return label, which you will need to download and print for your return.

Damaged Items

In the unlikely event that your package is lost or damaged in transit, please contact our customer service at contact@lunaroa.com within 24 hours (Monday to Saturday) with photographic evidence, and we will resolve the issue as quickly as possible.

Refund Process

Once your return is received and inspected, we'll send you an email to notify you that we've received your returned item. We'll also let you know if your refund is accepted.

If your request is accepted, your refund will be processed and you'll be refunded to your original payment method within 5 days.

If your refund is delayed, please check with your bank or service provider first. If there are no issues, contact us at contact@lunaroa.com.

Product Exchange

Would you like to exchange your products? No problem. You can contact us at contact@lunaroa.com. However, you will be responsible for the cost of returning the product.

Shipping Return Packages

To return your product, you must send it to the following postal address:

LUNA ECOMMERCE LLC, 1209 Mountain Road PL NE STE R, Albuquerque, New Mexico, 87110, United States.

Applicable Law - Disputes - Mediation

Applicable Law: This contract is governed by French law. The language of this contract is French. In the event of a dispute, the French courts will have sole jurisdiction.

For any dispute relating to an Order, the Customer should first contact Lunaroa to seek an amicable solution by email at the following address: contact@lunaroa.com.

In accordance with Article L. 612-1 of the French Consumer Code, consumers may request an amicable resolution of their dispute through mediation within one year of submitting a written complaint to the professional, subject to Article L. 152-2 of the same code.

This establishment has designated SAS Médiation Solution as its consumer mediation entity, under registration number 1674/2010.

To contact the mediator, consumers can submit their request:

- By mail to:

Sas Médiation Solution
222 chemin de la bergerie
01800 Saint Jean de Niost
Tel: +33 4 82 53 93 06

- By email to the following address: contact@sasmediationsolution-conso.fr

- Or by completing the online form entitled "Contact the Mediator" available on their website: https://www.sasmediationsolution-conso.fr

Regardless of the method of submission, the request must include:

- The applicant's postal, telephone, and email address,
- The name, address, and SAS Médiation Solution registration number of the professional concerned,
- A brief description of the facts. The consumer must explain what they expect from mediation and why,
- A copy of the initial complaint,
- All supporting documents required to process the request (purchase order, invoice, proof of payment, etc.).

Online Dispute Resolution Platform: In accordance with Article 14 of Regulation (EU) No 524/2013, the European Commission has established an online dispute resolution platform to facilitate the independent and out-of-court resolution of online disputes between consumers and professionals in the European Union.

This platform can be accessed via the following link: https://webgate.ec.europa.eu/odr/

Contact us:
By Phone: +1 505-531-9994

Monday to Friday, 8:30 AM - 5:00 PM MST

By Email: contact@lunaroa.com

We respond to all emails within 24 hours (Monday to Saturday).

Visit and Mailing Address:
Company: LUNA ECOMMERCE LLC

Address: 1209 Mountain Road PL NE STE R, Albuquerque, New Mexico, 87110, United States.

Last modified on 01/03/2025 at 15:55 PM