Last updated: [To confirm: effective date]
This policy is a draft and is being finalized. Items marked “to confirm” are not yet in effect.
Standard collection pieces can be returned within 14 days of delivery. Pieces made with bespoke materials or modifications are final sale.
Eligible standard collection products may be returned within 14 days of delivery. A return fee equal to 25% of the product price is deducted from the refund.
Original delivery charges, optional-service charges, and return transportation costs are nonrefundable.
To qualify, the product must be:
Materials and colors offered as standard choices on the product page remain eligible under this policy.
Products made with bespoke materials, customer-supplied materials, off-menu colors, altered dimensions, or other special modifications cannot be returned for a change of mind. They remain covered by the limited warranty for qualifying manufacturing and material defects.
Returns must be authorized by LUNO before collection or shipment. Contact us at [To confirm: customer support email] with your order number, and we will confirm eligibility. Return pickup or shipment: [To confirm: how the return is arranged and who books the carrier].
A refund is initiated after the returned product has been received and inspected, and reaches the original payment method within [To confirm: number of business days]. Your bank may take a few additional days to show the credit.
Sales tax paid on a returned item: [To confirm: whether sales tax is refunded with the item].
Please inspect your order promptly after delivery. Products that arrive damaged, defective, incorrect, unsafe, or materially different from their confirmed description are not subject to the change-of-mind return fee.
Contact us with your order number, a description of the issue, and photographs of the product and packaging. Depending on the circumstances, we may provide repair, replacement parts, a replacement product, or a refund.
Natural variations in wood grain, stone, rattan, fabric, color, texture, and handmade finishes are expected characteristics and are not ordinarily considered defects.
Every piece is made to order, so cancellation terms depend on how far production has gone: full refund within 48 hours of reserving, the $100 reservation fee becomes nonrefundable after that, and the production deposit becomes nonrefundable once production starts. After international dispatch an order cannot be cancelled for a change of mind.
The full terms are on How It Works.
See also our Shipping Policy, Terms of Sale, and How It Works.