Refund policy
Returns & Refunds
We want you to feel confident ordering from Luna Bags. If something is not right with your order, contact us at support@lunabags.ca.
Return window
Return requests must be made within 14 calendar days of delivery. The 14-day period begins when the item is delivered.
Return eligibility
To qualify for a return, the item must be:
- Unused and unworn
- In the same condition as when received
- Free from stains, odours, damage, or signs of use
- Returned with its original packaging and tags, where applicable
Items marked Final Sale, custom or personalized items, and gift cards are not eligible for return unless required by applicable law.
Restocking fee
A 5% restocking fee applies to eligible approved returns, except where prohibited by applicable law. The fee will be deducted from the approved refund.
How to request a return
Email support@lunabags.ca with your order number, the item you wish to return, and the reason for the return. If the item arrived damaged, defective, or incorrect, please include clear photos.
We will review your request and provide return instructions if it is approved. Please do not send an item back before receiving return approval, as unapproved returns may not be accepted.
Return shipping
For change-of-mind returns, the customer is responsible for return shipping costs.
If your order arrives damaged, defective, or incorrect, Luna Bags will provide return instructions and cover reasonable return shipping costs once the issue has been confirmed.
Refunds
Once your return is received and inspected, we will email you to confirm whether your refund has been approved. Approved refunds are sent to the original payment method within 10 business days. Your bank or card provider may require additional processing time.
Exchanges
We do not offer exchanges currently.
Contact
For questions about returns, email support@lunabags.ca or use our Contact page.