Refund policy

Customer Satisfaction
At Luna Rae, we place customer satisfaction at the forefront, ensuring that each piece of jewellery, crafted from high-quality materials, meets our stringent standards. Our offerings are composed of solid gold and adorned with natural gemstones, reflecting our commitment to quality and elegance. 

The Luna Rae Returns and Refunds Policy outlined here applies exclusively to customers within Australia. International customers are encouraged to contact us directly for information on our policies specific to their region.

At Luna Rae we are dedicated to ensuring that every customer is delighted with their purchase, in order to meet your expectations as an online business we prioritise delivering a very broad and diverse range of images on each design. We also have all sizing and product details clearly listed under each items"specifications" tab.
Due to the value of our materials we do not offer refunds for change of mind. We also understand that sometimes an item may not meet your expectations.To address this, we have established a flexible 30-day return policy.

• Credit Note/Gift Certificate Returns: You can return an item within 30 days of your purchase. In exchange, you will receive a credit note or gift certificate, which can be used to select another item from our collection that better fits your needs.
• Value of Credit Notes: The value of your credit note will be equal to the amount you paid. Please be aware that if your original purchase included a discount code, we cannot reissue that specific code. However, your credit note is valid for 3 years, giving you ample time to take advantage of future sales and promotions that may align with your budget.
• Exclusions: Earrings are not eligible for return or exchange due to hygiene reasons. This ensures the safety and comfort of all our customers.
• Ring Size Exchange: We offer a specialised exchange policy for rings, particularly for size adjustments. If your ring doesn't fit as expected, we're here to assist you in finding the perfect size.
• Condition of Returned Items: Items must be returned in their original, unworn condition to be eligible for a return. This is to maintain the highest quality standards for all our pieces.
• Sale Items: Items purchased on sale are also eligible for return in exchange for a credit note, ensuring that you receive the same level of satisfaction and quality assurance as with regular-priced items.
• Gift Purchases: We understand the unique nature of buying gifts and offer flexibility beyond the standard 30-day return period for such purchases. If you need an extended return window for a gift, please contact us, and we will consider your request on a case-by-case basis.

Our aim at Luna Rae is to provide a return policy that balances customer care with practicality, making your shopping experience enjoyable and stress-free.

At Luna Rae, we have a specific and thoughtful approach to exchanges, ensuring fairness and customer satisfaction in every transaction.

Exchanges for Different Products: We want to inform our customers that exchanges for different products are not possible at Luna Rae. This policy is in place due to variations in prices and conditions between different items. We aim to maintain consistency and fairness across all our product lines.

Solution within 30-Day Return Policy: If you are looking to exchange an item within our 30-Day Return Policy and it's not eligible for a direct exchange, we have a flexible option for you. We can issue a store credit or gift certificate, allowing you to choose a replacement item that better suits your needs, while keeping in line with our pricing integrity.

Ring Size Adjustments: We understand the importance of a perfect fit, especially when it comes to rings. That’s why we're pleased to offer exchanges specifically for ring size adjustments. This service ensures that your chosen ring from Luna Rae fits you perfectly.

Exclusivity to Ring Size Changes: It’s important to note that this exchange policy is exclusive to rings. We provide this service to assist you in achieving the ideal ring size. For all other products, we recommend careful selection at the time of purchase, as we do not offer exchanges for these items, but instead will issue a credit/gift card.

Retention of Original Discounts: When exchanging a ring, we ensure that any discounts from your original order are retained and applied to your new exchange order. This policy respects the value and decisions made during your initial purchase.

Policy on Promotions: Our promotions and discounts are tailored to specific products and occasions. When you exchange a ring, the pricing and applicable promotions will reflect the current offerings at the time of exchange, aligning with our commitment to timely and special promotions.

Our Commitment to Service: At Luna Rae, we strive to make the ring exchange process as seamless and convenient as possible. Our team is dedicated to assisting you in finding the perfect ring, one that not only meets your expectations but also aligns with the latest promotions and offerings in our ever-evolving collection.

In every aspect of our exchange policy, your satisfaction is our top priority. We are committed to providing a smooth and supportive exchange experience, honouring the value of your original choice while accommodating your needs and preferences.

Luna Rae offers a 6 month warranty for manufacturer's faults. In the event of a manufacturer's fault, we will, at our choice, either replace, repair or in some cases refund the item. Additionally, all of our jewellery comes with consumer guarantees under Australian Consumer Law (https://www.accc.gov.au/consumers/consumer-rights-guarantees). For any damage to the item made by the customer we can assist with repairs at the customers expense and within a reasonable timeframe.

Whilst fine and delicate jewellery is always in fashion, we ask you to consider that this does pose a higher risk for damage if not cared for correctly. If one of our item(s) is caught on clothes or hair it could easily snap or bend. Our chains are machine made for extra strength, so any snapped chains will be likely to incur a repair fee.

• Lodge your return with one of the following channels:

• YOU MUST be issued a returns number from Customer service prior to sending your parcel - please clearly list that number on/inside your package.
  
  

• Ensure that the item is packed in its original packaging and in its original condition

• Returns are sent back at customers expense unless deemed a manufacturers fault

• Once the return has been received by Head Office please allow 3-5 business days to receive further updates as we work to assess your item.