Luna Return Policy

Returns Change of Mind:

Luna Bathware offers customers a full refund if a customer changes their mind or wishes to cancel an order before collection/delivery occurs.

You are welcome to return or exchange Goods purchased from Luna Bathware. The cost of returning Goods, such as freight, postage or any other transport costs associated with the return of Goods for change of mind is the customer’s responsibility. Returns must be made within 30 days of delivery or collection. Online order refunds will be refunded using the original card used at the time of your online purchase. Please allow 3-5 business days for the funds to be available in your account. The above conditions apply to online order returns for change of mind.

Goods must be returned in unopened, unused and uninstalled condition with original packaging (no writing or damage) intact. If not either a re-packaging fee chargeable of 30% may apply or the refund/exchange may be declined at Luna Bathware's discretion. 

Luna Bathware will only return monies to the original card used at the time of placing the order. If this is not possible then the refund must be completed by Luna Bathware accounts team and the customer will be required to provide their driver’s license and bank statement as verification. Refunds will not be completed over the phone under any circumstances due to fraud concerns.

Returns/Faulty:

Returns must be made within 30 days of delivery or collection. Luna Bathware will cover the cost of freight, postage or any other transport costs associated with returns of faulty goods. All other above conditions apply to online order returns for customers who have received a product with a major fault. For all products with minor faults a repair or replacement will be offered. If a refund is offered on a minor fault this will be at Luna Bathware's discretion only.

Australian Consumer Law deems a major fault to be when a product:

·        Has a problem that would have stopped someone from buying it if they’d known about it

·        Has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them

·        Is significantly different from the display or description

·        Is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time

·        It doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or

·        It is unsafe

Customers do not have to return faulty goods in their original packaging in order to obtain a replacement or refund if the goods are deemed faulty or damaged prior to installation.

Special Orders/Clearance/Discontinued:

Items such as special-order items, clearance stock, floor stock and discontinued stock cannot be refunded or exchanged under any circumstances so please choose carefully. These items were purchased at discount, willingly with an understanding of the reasoning at the time of sale.

Clearance Sales:

Sales of clearance and discontinued products are final. No exchanges, refunds, or credits will be provided after purchase. A 12-month warranty applies from the date of purchase; however, due to limited stock availability, replacement products are not guaranteed. Warranty replacements are not redeemable for cash or credit. Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Stock Availability - No stock holds are available for clearance items. Discounts and pricing apply only as marked at the time of sale. Pricing & Promotions - Prices are as marked at the time of discount and are subject to change without notice. Exclusions from Standard Policies - Clearance purchases do not fall under the normal Luna Bathware terms and conditions, delivery policies, or returns policies. By purchasing from the Luna Bathware clearance items, you acknowledge and agree to these terms and conditions.

Online Orders – Modify or Cancellations:

Customers can modify an online order simply by contacting Luna Bathware staff.  Modifications or cancellations can be processed prior to dispatch or Click & Collect. A full or partial refund will be issued using the original card used at the time of your online purchase. Please allow 3-5 business days for the funds to be available in your account.

Warranty Claims Process:

All warranty claims must be submitted on the Contact Us page. Please also use this website as a resource for warranty timeframes of each product.

Quotes:

1. All quotations for the supply of goods and services are subject to our terms and conditions.
   3. If the quotation is accepted it will be treated as placement of an order by the customer.
2.  If the quotation is not accepted within 30 days it will need to be reconfirmed in writing before it can be accepted. Some quotes may expire prior to 30 days if that is the case, the expiration date will be shown on the quote.
3. The quotation is based upon the information and documentation you have provided.
4. A quotation may only be accepted in its entirety.
5. A quotation may be withdrawn at any time before an order is placed.
6. Errors and exceptions are excepted.