1. Refund & Return Policy

Last Updated: May 25, 2026

Overview

We want you to be completely satisfied with your purchase from Luna Red Light Store. If you are not fully happy with your order, we're here to help. Please read our return and refund policy carefully before making a purchase.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Return Eligibility

We accept returns under the following conditions:

•        Items must be returned within 30 days of the delivery date.

•        Items must be unused and in their original condition.

•        Items must be in their original packaging with all accessories included.

•        Proof of purchase (order confirmation or receipt) must be provided.

Non-Returnable Items

The following items are not eligible for return or exchange:

•        Items marked as Final Sale or Non-Returnable at the time of purchase.

•        Items that have been used or altered in any way.

•        Personalized or custom-made products.

•        Gift cards.

•        Items with hygiene seals that have been broken (unless faulty).

How to Initiate a Return

To start a return, please follow these steps:

•        Contact us at lunaredlightstore@gmail.com with your order number and reason for return.

•        Our team will review your request and send return instructions within 2 business days.

•        Securely package the item(s) and ship them to the address provided.

•        Please retain your tracking number — we recommend using a trackable shipping service.

Please note: Return shipping costs are the responsibility of the customer unless the item is defective or we made an error with your order.

Refunds

Once we receive and inspect the returned item(s), we will notify you of the status of your refund. If approved:

•        Refunds will be processed to your original payment method within 5–10 business days.

•        Original shipping costs are non-refundable unless the return is due to our error.

•        You will receive an email confirmation once the refund has been issued.

Exchanges

We are happy to exchange items subject to availability. Please follow the same return initiation process and note the item you would like in exchange. If the requested item is out of stock, we will issue a refund instead.

Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at lunaredlightstore@gmail.com with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost to you.