Refund policy

At Luna Rune, we want you to be satisfied with your purchase. If a product doesn't meet your needs, you can request a return by following the guidelines below.

You have 30 days from delivery to request a return. Requests made after this period will generally not be accepted.

For a return to be accepted, you must meet the following requirements: the item must be unused and in its original condition, it must be sent back in its original packaging, all accessories, components and extras must be included, and you must provide valid proof of purchase (order confirmation or receipt).

Gift cards cannot be returned or refunded.

We may refuse returns if the item shows signs of use, damage unrelated to shipping, missing parts, or is unfit for resale.

3. Return Shipping Costs & International Returns

1. Every Luna Rune order leaves from one of our overseas fulfilment centres, while returned goods are collected at our returns warehouse in China.
2. If you change your mind about a purchase, the cost of sending it back falls to you. We will pay for return postage only where the item is defective or not what you ordered, or where we are legally bound to do so.
3. With returns crossing international borders, you may find the postage is higher than for a parcel sent within the UK. Expect to pay roughly £15–£30 per parcel for a tracked return, though this will depend on the courier you use, how large the parcel is and the service level you opt for. These figures are for guidance only and real costs can vary.
4. To protect your return, we suggest choosing a tracked delivery option. Keep your postage receipt and tracking details to hand until we have received your return and processed your refund.
5. Luna Rune accepts no responsibility for return parcels that disappear in transit when no valid proof of postage is available. If you can produce valid evidence of sending the item back, we will consider it in line with your statutory rights.
6. You will not be charged a restocking fee or any administrative cost when returning an item.

4. How to Request a Return

Step 1 – Reach Out to Us

• Start by confirming that your item fulfils the eligibility requirements outlined above.
• Drop us a line at support@lunarune.co requesting a return form.
• Mention whether you would rather receive a refund, an exchange or store credit.

Step 2 – Prepare the Parcel

• Pack your item with care to keep it safe during international shipping.
• If reasonably possible, send it back with its tags, labels and original packaging.
• Slip your completed return form into the parcel. Without a printer, a handwritten sheet showing your order number, name and email address is perfectly fine.

Step 3 – Dispatch Your Return

• Address the parcel to the return address our customer service team has sent you.
• Returned items are received at our warehouse in China.
• Return postage costs are yours to cover, unless the item is defective, not what you ordered or covered by your statutory rights.
• Opting for a tracked postage service is strongly advised, and please keep your proof of postage until your refund has gone through.

5. Return Inspection and Processing

Once we receive your return, we will inspect it to confirm it meets our return standards.

If approved, Luna Rune will issue your refund through the original payment method, dispatch a replacement item (subject to availability), or provide store credit if you requested it.

Please allow up to 10 business days for us to review and process returns, plus any extra time your bank may require.

Luna Rune may decline returns that fail to meet our conditions or fall outside the return window.

6. Damaged or Defective Items on Arrival

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos as evidence.

The item must not have been used, altered or tampered with.

After verification, Luna Rune can offer: a replacement, a refund, or store credit.

In these cases, we may cover return postage and provide a prepaid return label where possible.

7. Refunds

Once your return has been approved and processed: the refund is returned to your original payment method, and you will receive a confirmation email.

If you have not received your refund within 10 days of approval, please contact support@lunarune.co.

8. Model Withdrawal Form

You may use this template to exercise your right of withdrawal:

I hereby give notice of my withdrawal from the contract for the sale of the following item:

Product: ______________________________________

Received on: ___________________________________

Name: __________________________________________

Address: ________________________________________

Date: __________________________________________

Signature (if submitted on paper): ____________________

9. Important Information

Please note: returns sent cash on delivery (COD) will not be accepted, and refunds can only be made to the original payment method used at checkout.

10. Contact Details

Website: Luna Rune — lunarune.co

Address: 28 Bell Barn Rd, Birmingham B15 2DA, United Kingdom

Please be advised that this address is used for company registration purposes only and cannot receive returns. Any return we have approved is handled by our returns facility in China.

Email: support@lunarune.co

Phone: +44 7488 845527

Customer support is available by email from Monday to Friday, 9:00 am to 5:00 pm (GMT). Most enquiries are answered within 48 business hours.