Refund policy
TERMS OF RETURN
On this website you have the right to return your order within 14 days from the date you receive your items. Follow the procedure below if you wish to return/exchange an order:
Contact Luna Ligaya via email if you want to return or exchange an order. And align on the next steps.
We will not bear the direct costs of returning the products, unless the return is a result of our error. In that case please contact customer service (info@lunaligaya.com) who will provide you with a shipping label, which will cover the costs associated with returning the products to us.
Make sure to pack the jewellery safely and in its original box and packaging.
Return the products to:
LunaLigaya
ATT: Webshop
Østerbrogade 120, 1 th
2100 Copenhagen
Denmark
You must return the items directly to Luna Ligaya and you are not entitled to return items to other vendors of Luna Ligaya.
As a rule, products should be returned in their original packaging. They are to be unused other than for trying them on. If there is evidence that suggests that the jewellery have been used to a degree that decreases the value of the product, you will lose your right to return the products. If the jewellery arrives to us broken, the right of return waives.
Our return policy does not affect your statutory rights.
REFUND
To prevent fraud, we are only able to refund the amount to the credit card or PayPal account that was used to place the order. We are entitled to retain the refund until we have received the items or proof of return of the items has been presented to us whichever is the earlier.
We are not able to refund customs and VAT for orders sent to destinations outside the EU. It should be noted that we will not refund customs and VAT for orders shipped to customers outside the EU, where the deliveries are refused by the customer or because the customer was not home to receive the delivery. All sales taxes will be refunded to customers within the EU.
RIGHT TO CLAIM COMPENSATION
If your jewellery breaks due to a production error, you have the right to claim compensation within 2 years from the date you purchased your products. This only applies with a valid proof of the date of purchase. If you are able to provide such proof, you will receive a new piece or have it repaired by us free of charge. Please contact our customer service (info@lunaligaya.com) via email stating your order number, description and photo of the damage.
If the damage is caused through your own fault or excessive/unreasonable wear and tear, you should bring your jewellery to your local goldsmith for repair.
We reserve the right to decline unreasonable repairs, returns and exchanges.
If you have questions concerning repairs, please reach out to customer service (info@lunaligaya.com) and we will do our best to help you.
All sales are final.
NON-CONFORMING PRODUCTS AND INCORRECT PRODUCTS
If your products are non-conforming or we have delivered the incorrect products, please contact our customer service (info@lunaligaya.com). You are not responsible for costs associated with the return of non-conforming or incorrect products. If you notice the non-conformity or we have delivered incorrect products at the time of delivery, you should refuse to receive the products.
In case of non-conforming or incorrect products, you can choose between the following options:
- Return the products with a shipping label provided by Customer Service and receive a refund of the purchase price when we have processed the returned products,
- Return the products with a shipping label provided by Customer Service and receive similar products when we have processed the returned products, provided we can supply an equivalent, or
- Keep the products and if the value of the products is less than the originally ordered products you will receive a discount for the difference in price.
When contacting customer service (info@lunaligaya.com) you will be asked to provide the order number, and to describe what is wrong with the products including a picture.