Exchange and Return Policy

Request Period

You may submit an exchange or return request within 14 days from the date you receive the item.

Item Acceptance Conditions

The item must be returned:

  • Completely new and in the same condition in which it was delivered.
  • Free from any signs of use or wear.
  • Unwashed, un-ironed, uncleaned, and unaltered.
  • Free from stains, perfume, cosmetics, odors, or hair.
  • Free from any damage or changes to the fabric.

Please return all tags, product cards, spare buttons, accessories, and the original packaging provided with the item, without missing any of them.

The item will be inspected upon arrival and compared with its pre-shipment inspection record. If its condition has changed due to an action attributable to the customer, or if it cannot be restored to its condition at the time of sale, the exchange or return request may not be accepted.

Scope of This Policy

This exchange and return policy applies to all LUNÉCIEL purchases, whether placed through the website, social media pages, WhatsApp, or any other sales channel.

Shipping Costs

  • When returning an item purchased remotely for a reason unrelated to a defect or non-conformity, the customer is responsible for the cost of shipping the item back to us.
  • When requesting a size or color exchange, we will inform the customer of the cost of shipping the item to us and sending the replacement item before arranging shipment. Shipping fees will apply where permitted.
  • If the item is proven to be defective or does not match the order, the customer will not bear any additional costs.

Refunds

The item will be inspected promptly upon arrival. If the return request is approved, the eligible refund will be issued to the original payment method within 7 days from the date the item is returned.

Reporting a Defect or Problem with the Item

If you notice any defect or problem with the item upon delivery or at a later time, please follow these steps:

  1. Photograph the entire item on the same day you receive it.
  2. Photograph the defect or problem area clearly.
  3. Send the photos with your order number via WhatsApp or email (business@luneciel.com) as soon as you notice the problem.
  4. Keep the item and its packaging in their original condition while the report is being reviewed.

It is preferable to submit the report before wearing, washing, ironing, or altering the item. If the problem appears when opening the order, please send the photos on the day of delivery and before using the item.

Review of the Report

We review the photos and the item’s pre-shipment inspection record. We may also request the item for examination of the fabric, stitching, buttons, and the cause of the problem.

The following are not considered manufacturing defects:

  • Cutting or pulling.
  • Use or improper use.
  • Alteration or repair.
  • Washing or ironing the item improperly.
  • Failure to follow the care instructions provided with the item.

The request will be decided after the item is inspected. If a manufacturing defect or non-conformity is confirmed, the complaint will be resolved at no additional cost to the customer, without limiting her rights regarding the defective item.