Refund policy

Returns & Exchanges

We accept return requests within 14 days of delivery, provided the item meets the conditions below.

Return Eligibility

To qualify for a return/exchange, the item must:

  • Be unused
  • Be unopened
  • Be in perfect, original condition
  • Be returned in its original packaging

Returns/exchanges are only accepted if the product arrives with a verified defect or damage caused during production.

Non-Refundable/Exchangable Items

We cannot accept returns/exchanges if:

  • The item has been used
  • The item has been opened
  • The item had been damaged after delivery
  • The return/exchange request is based on personal preference or change of mind
  • The item is personalized

Reporting an Issue

If your item arrives damaged or defective, please contact us within 24 hours of receiving your order and include:

  • Your order number
  • Clear photos of the issue
  • A short description of the problem

Once the issue is verified, we will provide the appropriate resolution.

Important Notice

Items sent back without prior approval will not be accepted and for all personalized items, the EU 14 day cooling off period for online sales does not apply.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@marediluna.eu. Shipping costs are not refundable and customer is liable for return/exchange shipping costs, customs and fees.

EU 14-Day Cooling Off Period

In accordance with EU consumer protection laws, customers within the European Union have the right to withdraw from their purchase within 14 days of receiving their order.

To be eligible for a return/exchange, items must be unused, in their original condition, and returned with all original packaging. As each order is carefully produced and packed specifically for you, we kindly encourage thoughtful purchasing to help reduce unnecessary waste and overproduction.

Return shipping costs and taxes are the responsibility of the customer unless the item arrives damaged or incorrect, in which case we will refund it upon inspection.