Politique de remboursement
At Maison Luna Glow, we take great pride in the luxury quality of our satin sleepwear and accessories. We want you to be completely satisfied with your purchase.
1. 14-Day Return Window in accordance with UK Consumer Contracts Regulations, you have the right to return your item within 14 days of receiving your order.
2. Return Conditions (Hygiene & Luxury Packaging) Due to the intimate nature of our products (satin robes, eye masks, pillowcases, and hair bonnets) and for hygiene and safety reasons, we can only accept returns if:
The item is strictly unused, unwashed, and in its original pristine condition.
All original tags are still attached.
The item is returned inside its original, undamaged Premium Gift Box and original outer packaging.
We reserve the right to refuse a refund if the item or the luxury packaging shows signs of wear, use, or damage.
3. Non-Returnable Items For hygiene reasons, items that have been opened or tried on cannot be returned unless they are faulty or damaged upon arrival.
4. How to Initiate a Return to start a return, please contact our customer service team at: info@maisonlunaglow.co.uk with your order number and reason for return.
If your return is accepted, we will provide instructions on where to send your package.
5. Return Shipping Costs:
Customers are solely responsible for paying all shipping costs for returning their items.
Original and return shipping costs are strictly non-refundable.
We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned package.
6. Damages and Issues Please inspect your order upon reception. Contact us immediately at: info@maisonlunaglow.co.uk if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
7. Refunds Once we receive and inspect your return, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed automatically to your original method of payment within 5 to 7 business days.
8. International Returns Policy: (Outside Europe)
Please note that we strictly do not accept returns or exchanges for orders shipped outside of Europe.
All international sales outside of Europe are final, except in cases where the item is proven to be faulty or damaged upon arrival.
9. Reasons for Our Non-EU Returns Policy:
a. Hygiene & Health Safety: Our premium satin products (including robes, silk pillowcases, eye masks, and hair bonnets) are intimate beauty items. Once shipped internationally outside our direct EU/UK logistics network, we cannot guarantee hygiene integrity for restocking, ensuring every customer always receives an untouched luxury item.
b. Luxury Packaging Integrity: Our bespoke premium gift boxes are highly susceptible to structural damage and wear during long-distance international transit back to the UK, preventing them from being resold in their original luxury condition.
c. Complex Customs & International Duties: Return shipments from outside Europe incur complex cross-border customs clearances, import taxes, and administrative transit delays into the United Kingdom that cannot be efficiently processed by our brand.
d. Financial & Transit Transit Constraints: International return shipping from outside Europe can take upwards of 14 to 30 business days to reach our UK facility. Furthermore, the courier fees for trackable international return postage frequently exceed the total monetary value of the luxury gift itself, making the return process entirely impractical and financially unfeasible for both parties.