Exchange & Return Policy

We want you to be 100% happy with your purchase. If something’s not right, we’re here to help.

Refund 

If for any reason you're not satisfied with your order, you may request a return within 30 days of receiving your product — no explanation required. Once you've cancelled, you have another 30 days to send the item back. Once we’ve received and inspected the returned item, we will refund the full purchase amount including original shipping costs.

Please note:

  • Return shipping costs are the responsibility of the customer (approx. 25 AUD).

  • Items must be returned in their original condition and packaging.

  • If the item or packaging is damaged beyond what’s necessary for inspection, a reduction in refund may apply.

To start a return, please email us at info@lunemaison.com with your order number, reason for return, and a tracking number if available. Once the return is confirmed and the item received, the refund will be processed within 14 days.

Exchanges

Would you like to exchange your item for another? No problem — just contact us first at info@lunemaison.com Note that return shipping fees are at your own expense.

Items That Cannot Be Returned

Some items are excluded from returns:

  • Sealed products with broken seals

  • Custom or personalised products

  • Items that cannot be returned for hygiene or safety reasons

Received a Damaged or Incorrect Item?

We're sorry! Please email us within 30 days of delivery with clear photos of the defect or incorrect item, including the label and product on a flat surface. We'll either send a replacement or issue a full refund.

If the same product arrives damaged a second time, we will issue a full refund automatically.

Manufacturing Defects

Manufacturing faults may occur occasionally. If you notice a clear defect that doesn't relate to wear and tear, contact us with photos and your order number. Note: The following wear parts are excluded:

  • Batteries

  • Brake pads/discs

  • Drive belts

  • Chains, tires, tubes, lamps, sprockets, and other moving parts

Incorrect Shipping Address?

If you've entered the wrong delivery address, contact us as soon as possible. We'll do our best to update the shipping info before the order is dispatched.

Frequently Asked Questions

How long is the return window?
You may return any item within 30 days of delivery.

How will I receive my refund?
Refunds are issued to your original payment method once we've received and inspected the return. Please allow 3–5 business days for your bank to process the funds.

Do I need to contact you before returning?
Yes. Our return address may differ from the original shipping address, so it's important to get in touch before returning any item.

Where can I reach you?
Email: info@lunemaison.com
Phone:+31684705142

Monday to Friday: 8:00 AM – 7:00 PM

Saturday & Sunday: 10:00 AM – 4:00 PM

You can contact us via the following details:

Contact Information

Store Name: Lune Maison

Company Name: A e-commerce

Company Registration Number: 82291365

Address: Torelaan 5B, 1402 AT Bussum, The Netherlands
Phone:+31684705142
Email: info@lunemaison.com
Opening Hours: (AEST – Australian Eastern Standard Time):

Monday to Friday: 8:00 AM – 7:00 PM

Saturday & Sunday: 10:00 AM – 4:00 PM

You can contact us via the following details:

Reach out to us: Contact page

Returns & Refunds

What is the return policy for the online store?


You have the right to cancel your order within 30 days of receiving it. You will then have an additional 30 days to return the items. If the product is returned in its original condition, we will issue a full refund, excluding the return shipping fees.

Are there any costs associated with returning products?

Yes, the return shipping costs are your responsibility. We recommend using a tracked shipping service for returns, as we cannot be held responsible for any lost items. Please refer to our RETURNS POLICY on the website for further details on potential return shipping fees.

How long does it take for my return to be processed?

Once we receive your return, we aim to process it within 5 to a maximum of 14 business days. You will receive a confirmation once the process is complete.

Order & Delivery

What are the shipping costs and delivery times?

We offer free standard shipping. The delivery time typically ranges from 8-15 business days to Germany. The total expected delivery time includes a processing time of 1-4 business days and a delivery time of 7-11 business days, depending on the destination. Please note that all delivery times are exclusive of customs fees and any associated delays. You can find more details during checkout or in our ORDER AND DELIVERY POLICY.

Does the shop offer international shipping?

No, we currently only offer domestic shipping and do not provide international shipping. This allows us to maintain our high standards for delivery times and customer service.

How can I track the status of my order?

Once your order has shipped, you will receive an email containing a tracking number. You can use this number to track the status of your order on our "Track Your Order" page.

What should I do if my order doesn't arrive on time?

If your order does not arrive as expected, please allow 1-2 additional business days for updates. If issues persist, please contact us at info@lunemaison.com or +31 6 42246187. We will do our best to determine the status of your order and assist you further.