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Return Policy

CANCELLATIONS AND REFUNDS

Timeframe for Cancellation:

To ensure prompt order processing, cancellations must be made within 48 hours of placing your order. You can cancel by contacting us at (832) 900-3800.

Order Confirmation and Payment:

After placing your order, a Luna Furniture representative will email you to confirm details and verify accuracy. Your payment will be processed after you confirm or 48 hours after the initial transaction, whichever comes first.

Cancellation Fees:

  • Within 48 hours: Full refund, no fees.
  • After 48 hours: 3% non-negotiable payment processing fee.
  • Products in Luna Furniture's possession, in transit, or ready for delivery: 70% refund (covers processing, picking, and handling). Delivery fees are non-refundable.
  • Products not ready for delivery: 97% refund (if payment captured) or 100% refund (if payment not captured).

Special Orders and Shipped Items:

  • Backordered items: If you choose to wait for backordered items, your order becomes a non-cancellable "special order."
  • Shipped items: Orders cannot be cancelled once shipped. A 30% restocking fee and return shipping costs may apply.

Merchant's Inability to Meet ETA:

  • Full refund (minus 3% fee) if:
    • Order is cancelled due to the merchant's inability to meet the estimated time of arrival (ETA).
    • Item is not in transit to Luna Furniture's warehouse or your residence.
  • 30% cancellation fee if: Item is in transit.

Refunds:

  • Refunds will be issued to the original payment method.
  • Refunds may take time to process depending on your financial institution.

Ownership and Return of Merchandise:

  • If a refund or chargeback is issued, ownership of the merchandise automatically reverts to the merchant.
  • You are responsible for returning the merchandise in its original condition and assisting with the return process.
  • Failure to return the merchandise may result in legal action.

RETURNS

We strive for your complete satisfaction with every purchase. If you are not happy with your order, you may return eligible items within 30 days of delivery for a refund, subject to the following conditions:

Eligibility Requirements:

  • You have 30 days from the date of delivery to initiate a return.
  • Items must be in new, unused condition and in their original packaging with all accessories.
  • Items should be unassembled and unmodified.
  • A Return Merchandise Authorization (RMA) number must be obtained before returning any item. Contact us via email to request an RMA.
  • Exclusions: Some items are non-returnable, including:
    • Final Sale or Special Order items
    • Mattresses, foundations, bedding, linens
    • Individual portions of sectionals
    • Cordless power packs

Refunds and Fees:

  • Restocking Fee: A 30% restocking fee applies to returned items.
  • Return Shipping: You are responsible for return shipping costs. We can arrange a pickup for an estimated fee of $2.50 per pound.
  • Additional Fees: Fees may apply for missing parts, refused deliveries, or invalid addresses.

Return Process:

  • Returned items must reach us within 20 days from the RMA issuance date.
  • Restocking fees and delivery charges will be calculated and communicated in writing or email.
  • Refunds will be processed after inspection by our team or an authorized third-party agent.

Full Refunds May Not Be Issued If:

  • The item has been used, damaged, or altered.
  • The item is not returned in its original packaging.
  • The RMA number is missing.
  • The item is damaged due to shipper mishandling (in this case, file a claim with the shipping carrier).

We appreciate your understanding of our return policy. Our goal is to make your shopping experience as seamless as possible. This policy is subject to change. We encourage you to review it periodically. For any questions or concerns, please contact us at (832) 900-3800.