YOU MAY RETURN FOR EXCHANGE:

1. All returned items must be in their original condition, undamaged, unsoiled, unwashed, unaltered, and unworn.
2. Items must be returned in their original selling condition, including product packaging, price tags, barcodes, and labels.
3. Items with manufacturing defects can be exchanged for a new item in good condition or another item of equal value (subject to stock availability).
4. Shipping costs for returns are the customer’s responsibility.

YOU MAY NOT RETURN FOR EXCHANGE:

1. Accessories and free gifts such as brooches, bags, and similar items are non-returnable.
2. Pre-order & backout order items cannot be returned.
3. Sale items or purchases made with discount coupons are non-returnable.
4. Items that are damaged, soiled, washed, altered, or worn cannot be returned unless found to be faulty due to a manufacturing defect.
5. If such items are returned, they will be sent back to the customer, and the customer will bear the shipping costs.

RETURN FOR EXCHANGE PROCESS:

1. If the return tag is still attached and the item is unwashed, unaltered, and unworn, returns will be accepted for an exchange of another item of equal value, store credit, or a full refund.
2. Items must be posted back within:
   a) 7 working days from the date of package arrival for local delivery.
   b) 14 working days from the date of package arrival for overseas delivery.
3. Customers must contact us for acknowledgment and stock arrangement before returning items.
4. Our working hours are Monday to Friday, 9 AM to 5 PM (excluding Selangor & National Public Holidays). Emails sent outside these hours will be replied to on the next working day.
5. For orders with missing, defective, or incorrect items, please email us at lunaluluscarf@gmail.com with the following details:
   
   Order ID (#XXXXXX)
   Issue details (missing, defective, or incorrect item)
   Relevant pictures or videos
   Preferred solution (Full refund / Exchange for an item of equal value).
   
6. To check the return and refund status, contact us via email at lunaluluscarf@gmail.com.

CANCELLATION BY CUSTOMER (NON-FAULTY PRODUCT):

1. If you wish to cancel your order, please contact our CRM team.
2. No cancellation fees will be charged.
3. Once an order has been placed, it cannot be canceled as it is immediately processed by our warehouse.
4. If the order has been dispatched, it cannot be canceled, and the item must be returned according to our return policy.

CANCELLATION BY CUSTOMER (FAULTY PRODUCT):

1. All product descriptions and materials on the website are provided “as is” without warranties, express or implied.
2. Product images may slightly differ from the actual item due to lighting effects, monitor brightness, and contrast settings.
3. If the received item is faulty, please contact our CRM team.
4. Upon receiving the product, we will inspect it and inform you of the replacement or refund status via email as soon as possible.
5. If the returned product is not faulty, we may at our discretion decline to repair, replace, or refund, and the customer may be required to cover all reasonable delivery costs.

DEFECTIVE / FAULTY ITEMS:

1. We sincerely apologize for any defective items and will take full responsibility.
2. Please email us with the following details: Order ID (#XXXXXX), Issue details (defective/faulty item), Relevant pictures or videos, Preferred solution (Full refund / Exchange for an item of equal value), Bank account details for refund processing.

REFUND:

Customers will receive a full refund in the following situations:

1. The received order contains missing or faulty items.
2. Order cancellation with a valid reason.
3. The ordered item is out of stock.
4. A “special case” request that has been reviewed and approved by management.
5. The refund process will take a maximum of 14 working days.

PRODUCT GUARANTEE:

1. All normal-priced items come with a special product guarantee:
   • Products are guaranteed to be delivered within 10 working days from the processing date (not applicable during peak seasons and major sale campaigns).
   • Products are guaranteed to be in perfect condition as advertised.
2. In the event of a delivery delay, the return/exchange period will be extended by 2 additional days, and customers may receive an apology store credit for their next purchase.

CONTACT OUR CRM TEAM:

Email: lunaluluscarf@gmail.com
Working Hours: Monday – Friday: 9:00 AM – 5:00 PM
Saturday & Sunday: Closed