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Delivery, Returns, Exchange & Cancelation Policy

At LUNA, we are committed to delivering quality and ensuring a smooth shopping experience. If something isn’t quite right, the following guidelines explain how deliveries, exchanges, and returns are handled.

This policy is issued by LUNA, powered by True Blue Corporation.

1. DELIVERY (WITHIN PAKISTAN)

  • Orders are processed promptly and dispatched through trusted courier partners.

  • Delivery timelines are estimated and may vary due to public holidays, weather conditions, or courier-related delays.

  • Once an order has been dispatched, delivery is managed by the courier partner.

  • Customers are requested to provide accurate and complete shipping details to avoid delays or re-delivery charges.

  • Customers may be contacted via Phone, Email, WhatsApp or SMS before orders confirmation and before the delivery of the parcels.

For security and quality assurance purposes, customers are encouraged to record an unboxing video at the time of delivery.

2. EXCHANGES (WITHIN PAKISTAN)

We understand that sometimes a different size or variation may be needed.

2.1 ELIGIBILITY

  • Exchange requests must be submitted within 3 days of delivery.

  • Only one exchange per order is allowed.

  • Exchanges are subject to product availability.

  • Sale, discounted, and promotional items are not eligible for exchange.

2.2 ITEM CONDITION

Items must be:

  • Unworn

  • Unwashed

  • Unaltered

  • With original tags attached

  • In original packaging

  • Tagged

Items that do not meet these conditions may not qualify for exchange.

2.3 PROCESS

  • Customers are responsible for sending the item back unless the issue occurred due to an error from LUNA.

  • Once the returned item passes quality inspection, the exchange will be processed.

3. RETURNS & REFUNDS (WITHIN PAKISTAN)

LUNA maintains a store credit-based return policy to ensure fairness and operational efficiency.

3.1 DEFECTIVE OR INCORRECT ITEMS

If a customer receives a defective or incorrect item:

  • The issue must be reported within 48 hours of delivery.

  • Clear photos and an unboxing video must be shared through official customer support channels.

  • The item must remain unused with original tags attached.

Once verified, LUNA may offer:

  • A replacement (subject to availability), or

  • A store credit voucher redeemable at www.luna-outlet.com

3.2 WRONG OR MISSING ITEMS

  • Must be reported within 24 hours of delivery.

  • Complete order details and unboxing video evidence are required for verification.

Claims submitted without supporting evidence may not be eligible for processing.

3.3 REFUND METHOD

  • Refunds are issued as store credit (voucher code).

  • Store credit can be used for future purchases on the Website.

  • Shipping charges and COD handling fees are non-refundable.

4. CASH ON DELIVERY (COD) ORDERS – PAKISTAN

To ensure smooth operations and minimize service disruption:

  • COD orders are not eligible for cash refunds. Approved claims are resolved through store credit.

  • Orders may be verified via call or message before dispatch.

  • Repeated refusal of confirmed COD orders may result in limited access to COD services in the future.

This helps maintain reliable service for all customers.

5. INTERNATIONAL ORDERS

Exchanges

Exchanges are not available for international orders.

Defective or Incorrect Items

Issues must be reported within 48 hours of delivery with photo and video evidence.

After review, LUNA may offer:

  • Store credit, or

  • Replacement shipment, depending on the situation

Shipping charges, customs duties, and import taxes are non-refundable.

6. RETURN SHIPPING

  • Customers are advised to use a trackable courier service when returning items.

  • LUNA is not responsible for return parcels lost in transit.

  • Items damaged due to improper packaging may not qualify for exchange or credit.

7. QUALITY & FAIR USE

All returned items undergo inspection before approval.
LUNA reserves the right to decline requests that do not meet policy requirements or show signs of misuse.

These guidelines help us maintain product integrity and service quality for all customers.

8. CANCELATION POLICY

At LUNA, every order is handled with care and precision to ensure a seamless experience.

Orders may be cancelled within a limited time after placement, provided they have not yet been processed or dispatched. Once an order enters the processing stage, it is prepared with immediate attention and may no longer be eligible for cancellation.

To request a cancellation, we recommend contacting our support team promptly with your order details. While we strive to accommodate all requests, cancellations are subject to order status and cannot be guaranteed once processing has begun.

For prepaid orders, any approved cancellation will be refunded through the original method of payment within a reasonable timeframe.

LUNA reserves the right to cancel any order due to unforeseen circumstances, including stock availability or verification concerns. In such cases, customers will be notified and issued a full refund.

We appreciate your understanding and value your trust in LUNA.

9. POLICY UPDATES

True Blue Corporation reserves the right to update this policy at any time. The most recent version will always be available at www.luna-outlet.com.

Continued use of the Website indicates acceptance of the updated terms.