Refund policy
Returns & Refunds Policy
Last updated: July 10, 2026
We hope you and your pet love your LuneMatin piece. If you are not satisfied with your order, you may request a return within 14 days after the order is delivered.
Return eligibility
To be eligible for a return, the item must be unused, unworn, clean, and in the same condition in which it was received, with its tags and original packaging. The item must be free from pet hair, odors, stains, scratches, bite marks, and other signs of use. A receipt or order number is required.
To request a return, email jishenchan@outlook.com with your order number and reason for return. If the return is approved, we will provide return instructions and the authorized return address by email. Do not send a return before receiving authorization. Items sent to an unauthorized address may not be accepted.
Return shipping
For change-of-mind returns, incorrect size selections, or other non-defective returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service. LuneMatin is not responsible for return parcels lost in transit.
If an item is defective, damaged in transit, or incorrect, LuneMatin will cover reasonable return shipping costs or provide another appropriate solution.
Damaged, defective, or incorrect items
Inspect your order promptly after delivery. Contact jishenchan@outlook.com within 7 days of delivery and include your order number, a description of the issue, photos of the item and packaging, and, where relevant, a short video. We will review the claim and offer an appropriate remedy, which may include replacement, repair, partial refund, or full refund.
Non-returnable items
Items that have been worn or used by a pet
Items showing pet hair, odors, stains, scratches, bite marks, or damage after delivery
Personalized or custom-made items, unless defective or incorrect
Gift cards
Items clearly marked Final Sale before purchase, subject to applicable consumer law
These exclusions do not limit rights relating to defective, damaged, incorrect, unsafe, or misdescribed goods under applicable consumer law.
Exchanges
We do not offer direct exchanges. To obtain another size or product, request a return for the original item and place a new order after the return is approved.
Cancellations and address changes
Contact jishenchan@outlook.com as soon as possible after ordering. We will try to help, but an order cannot be cancelled or changed after fulfillment or shipment has begun.
Refunds
After receiving and inspecting an approved return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days. Banks and payment providers may require additional processing time.
Original shipping charges are non-refundable for change-of-mind returns. They may be refunded when the item is defective, damaged, incorrect, or when required by applicable law. If more than 15 business days have passed since refund approval, contact us.
Consumer rights
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, warranty, right, or remedy that cannot lawfully be excluded under the laws applicable to your purchase.
Please do not return any item without contacting us first. Once your return request is approved, we will provide the appropriate return address and return instructions by email. Returns sent without prior authorization may not be accepted.