Refund policy

Right of withdrawal

In accordance with article L221-18 of the Consumer Code, you have a period of 14 calendar days from receipt of your order to exercise your right of withdrawal, without having to provide reasons.

To initiate a return, you must contact us first by e-mail at contact@lunayla.com specifying your order number and the reason. No returns will be accepted without prior written agreement from our team.

Return conditions

To be eligible for reimbursement, the returned item must:

  • Be in original condition — never worn, never washed, unaltered
  • Have all its original tags still attached
  • Be returned in its original intact packaging (box, pouch, tissue paper)
  • Be accompanied by the original proof of purchase

Any item not meeting these conditions upon receipt will either be refused and returned to the sender at his expense, or subject to a depreciation in value proportional to its observed condition.

Items not eligible for return

In accordance with article L221-28 of the Consumer Code, the following are excluded from the right of withdrawal:

  • Items whose seal or packaging has been opened after delivery (jewelry, hygiene accessories)
  • Personalized or made-to-measure orders
  • Items in final promotion expressly marked “Final sale”

Return costs

In accordance with article L221-23 of the Consumer Code, return costs are entirely the responsibility of the customer. We strongly recommend using tracked or insured shipping. Lunayla Milan cannot be held responsible for the loss, theft or damage to a package upon return.

Refund

After receipt and inspection of the returned item — verification of the condition and compliance with the conditions above — the refund will be made within a maximum period of 14 calendar days from the date of receipt of the package at our premises, on the payment method used when ordering.

Initial delivery charges are non-refundable, except in the event of an error attributable to Lunayla Milan or a product found to be defective.

Defective product or delivery error

If you receive a defective item or an error on our part, you must contact us within 48 hours of receipt at contact@lunayla.com, attaching photos of the product and its packaging. After this period, no complaints can be processed.