Cancellations and Refunds Policy

At Loona Design, we take great care in crafting and shipping your orders with love and attention. As all our products are handmade and may include personalised elements, we do not offer cancellations once an order has been confirmed and entered the production process.

If you wish to cancel an order, please contact us as soon as possible through our Contact page or at loonadesign.p@gmail.com. Cancellation requests will only be accepted if the order has not yet been dispatched.

Due to the handcrafted nature of our products, we generally do not accept returns or offer refunds.

Returns are only possible in the case of receiving wrong or missing items — this must be notified to us within 2 days of receiving the order.

An unboxing / opening video is mandatory to initiate a return claim. Without video evidence, we will not be able to process your request.

To initiate a return, please contact our support team with your order number, a description of the issue, and the unboxing video. We will review your claim and share instructions on how to return the item if applicable.

If a return is approved, refunds will be processed within 7–10 business days to the original payment method used at the time of purchase.

Please note that shipping charges are non-refundable. The refund amount will be limited to the product value only.

We do not facilitate any exchanges at this time. If you receive a wrong or defective item, please follow the return process outlined above.

While we take the utmost care in packaging your orders, we cannot guarantee protection against damage that occurs during transit. We pack every order to the best of our ability using protective materials.

If you receive a damaged item, please contact us immediately with photographs and an unboxing video so we can assess the situation and work towards a resolution.

The following items cannot be returned or refunded:

• Personalised or custom-made candles and products • Sale or discounted items • Products that have been used, burned, or tampered with • Gift cards

If you have any questions about our Cancellations and Refunds Policy, please reach out to us at loonadesign.p@gmail.com or visit our Contact page. We are happy to assist you.