Refund policy

We design Luna Wave pieces to be worn and loved.
If something isn’t quite right, we’re here to help.

Change-of-Mind Returns

We offer easy 14-day returns and exchanges on eligible items if you change your mind. Please submit your request within 14 days of receiving your order.

For a change-of-mind return or exchange, the item must be:

• in its original condition; and

• returned with its original packaging.

We may decline a change-of-mind return if these conditions are not met. Customers are responsible for return shipping costs for change-of-mind returns and exchanges.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, is incorrect, or develops a fault, please email hello@lunawave.com.au with your order number and photos. We’ll review the issue and let you know the next steps.

The 14-day change-of-mind period and original-packaging condition do not limit your rights for a faulty product. Normal wear and tear, accidental damage after delivery, and misuse are not considered product faults.

Return Shipping

For change-of-mind returns and exchanges, including a change in size, colour or style, customers pay the cost of sending the item back to us. We recommend using a tracked shipping service and keeping your postage receipt.

If an item is confirmed to have arrived damaged, is incorrect, or is faulty, Luna Wave will cover reasonable return shipping costs. If you have already paid reasonable return postage for a confirmed issue, please keep your receipt so we can reimburse you.

How to Request a Return or Exchange

For a change-of-mind return or exchange:

1. Log in to your Luna Wave account.

2. Go to Orders and select the relevant order.

3. Click Request Return.

4. Select the item, reason and preferred outcome.

Our team will review your request and provide return instructions. Please do not send an item back before receiving confirmation from us.

For an item that arrived damaged, is incorrect, or develops a fault, email hello@lunawave.com.au with your order number and photos. Please also email us if the Request Return option is unavailable.

Refunds

For a change-of-mind return, we’ll inspect the item after it arrives back with us and let you know whether the return is approved. If approved, we’ll process your refund within 3–5 business days of approval. Your bank or payment provider may take additional time to show the funds in your account.

You may choose a refund to your original payment method or store credit for an eligible change-of-mind return. For faulty, damaged-on-arrival or incorrect items, we’ll provide an appropriate remedy in accordance with your consumer rights.

Original shipping fees are not refunded for change-of-mind returns. Where an item is confirmed to be faulty, damaged on arrival or incorrect, applicable original shipping costs will be refunded.

Store Credit

For an eligible change-of-mind return, you may choose store credit instead of a refund to your original payment method. Store credit can be used on a future Luna Wave purchase and does not expire.

Store credit is an option, not a requirement, when you are entitled to a refund under consumer law.

Exchanges

You may request an exchange for a different colour or style within 14 days of delivery, provided the item meets the change-of-mind return conditions above. Exchanges for items of equal value are subject to availability when we receive the returned item.

We do not charge an exchange service fee. For a change-of-mind exchange, you pay the cost of sending the original item back to us. We’ll confirm any applicable delivery cost for the replacement item before processing the exchange.

If your preferred item is unavailable, we’ll offer store credit or a refund.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits your rights under the Australian Consumer Law.

Contact Us

For questions about a return, exchange or order, please email hello@lunawave.com.au.