Returns & Refunds Policy
At The Elune, customer satisfaction is very important to us. We want you to feel confident when shopping with us.
This policy explains how returns, cancellations, refunds, and exchanges are handled. Nothing in this policy affects your statutory rights under applicable consumer protection laws.
1. Your Right to Cancel
If you are a consumer purchasing online in the United Kingdom, you may have the legal right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
If you wish to exercise your right to cancel, please contact us within the applicable cancellation period using the contact details below.
After notifying us of your cancellation, you should return the goods to us without undue delay and, where applicable, within the timeframe required by law.
2. Condition of Returned Items
Where you are returning an item because you have changed your mind, we ask that the item is returned:
- Unused and in its original condition
- With its original packaging where reasonably possible
- In a condition that allows us to resell the item
You may handle and inspect the product only to the extent reasonably necessary to establish its nature, characteristics, and functionality.
Where the value of an item has been reduced because it has been handled beyond what is reasonably necessary, we may be entitled to make an appropriate deduction from the refund where permitted by law.
3. Items That Cannot Be Returned
For hygiene reasons, certain items that are sealed for health or hygiene purposes may not be eligible for cancellation once the seal has been broken.
Personalised or custom-made items may also be excluded from cancellation where permitted by applicable law.
These exclusions do not affect your statutory rights if an item is faulty, damaged, defective, or not as described.
4. Faulty, Damaged, or Incorrect Items
If your order arrives damaged, defective, faulty, or different from what you ordered, please contact us as soon as reasonably possible.
Please include your order number and, where possible, clear photographs of the item and its packaging. This helps us investigate the issue and provide an appropriate solution.
Depending on the circumstances and your statutory rights, we may offer a replacement, repair, refund, or another appropriate remedy.
5. Refunds
Once your return has been received and inspected where necessary, we will process your refund in accordance with applicable consumer protection laws.
Refunds will normally be made using the original payment method.
Where you are exercising a statutory cancellation right, the timing and amount of the refund will be handled in accordance with applicable law.
Where applicable, we may refund the standard delivery charge originally paid for the order. Additional costs resulting from your choice of a more expensive delivery option may not be refundable.
6. Return Shipping
If you are returning an item because you have changed your mind, you may be responsible for the cost of returning the item, unless we have agreed otherwise or applicable law requires us to cover the cost.
If the item is faulty, damaged, defective, or incorrect, The Elune will cover reasonable return costs where required.
We recommend using a tracked delivery service when returning an item, as you may remain responsible for the parcel until it reaches us.
7. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order before it is processed or dispatched.
If the order has already been dispatched, you may still have cancellation or return rights under applicable consumer protection laws.
8. Late or Missing Refunds
If you believe a refund is overdue, please:
- Check your bank account or payment account again
- Contact your card provider or payment provider
- Contact us at contact@theelune.com
If you have completed these steps and still have not received your refund, please contact us so that we can investigate the matter.
9. Exchanges
If you would like to exchange an item, please contact us before sending it back.
Where an exchange is not available, we may instead process a refund in accordance with this policy and applicable law.
10. Contact Us
If you have any questions regarding returns, refunds, cancellations, or exchanges, please contact us:
The Elune
Email: contact@theelune.com