Refund policy
Damages and Issues
For filling a complaint regarding damages and issues related to our products, the customer must:
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The customer must examine a product provided by Luna's Plants as soon as possible.
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If a delivered product does not comply with what the customer could reasonably expect from the agreement, the customer must inform Luna's plants of this as soon as possible, but in any case within 2 days after the discovery of the shortcomings.
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The customer gives a detailed description as possible of the shortcomings, so that Luna's Plants is able to respond adequately.
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While filling a complaint, the customer must provide pictures or videos from the delivered product, taken uppon receiving of the goods.
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The customer must demonstrate that the complaint relates to an agreement between the parties.
- If the damage is related to failed delivery attempts or the receiver has replanned the delivery date that has caused a delay, we are not responsible, as a seller, for the delay-caused damage.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@lunasplants.eu .
Non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants).
This means that the 14 days period to change your mind about a purchase is not applicable regarding our products.