At Lunezens, we want you to feel happy and confident with your purchase. If your jewellery is not suitable, or something is wrong with your order, please contact us at contactus@lunezens.com so we can help.
We accept eligible change-of-mind returns within 30 calendar days of purchase, subject to the conditions below.
To qualify for a return:
Items must be unworn, unused, unaltered, and in their original condition.
Items must be returned with their original jewellery box, packaging, and any accessories supplied.
Proof of purchase, such as your order confirmation or order number, must be provided.
Returned items must reach us within 30 calendar days of purchase, unless we agree otherwise in writing.
These conditions apply to change-of-mind returns. They do not limit your rights when an item is faulty, damaged on arrival, or not as described.
Please email contactus@lunezens.com before sending your item back, and include:
Your name and order number.
The item or items you wish to return.
Your reason for returning them.
Photos showing the issue, if the item is faulty, damaged, or incorrect.
Whether you would prefer a refund or replacement.
We will provide return instructions and the appropriate return address. Please wait for these instructions before posting your return.
Where appropriate, we may agree to assess an issue using photographs without requiring the item to be returned.
Please package your jewellery securely to protect it during transit. Place it in its original jewellery box and use a protective outer box or padded packaging. Add cushioning where necessary to prevent the jewellery from moving inside.
For change-of-mind returns, you are responsible for return shipping costs. We recommend using a tracked delivery service and keeping your postage receipt.
Original shipping charges are not refundable for change-of-mind returns.
For confirmed faulty, damaged, or incorrectly supplied items, we will arrange or reimburse reasonable return shipping costs where required by applicable consumer law.
Please check product descriptions, measurements, and sizing information carefully before purchasing. If you need help choosing a size, contact us before placing your order.
For eligible change-of-mind returns:
One item returned: We will refund the purchase price of that item, provided it meets our return conditions, except where the sizing fee below applies.
Two or more items returned from the same order: A restocking fee of 20% of the purchase price of the returned items will be deducted from the refund.
An item returned because you selected an unsuitable size: A restocking fee of 20% of that item’s purchase price will apply.
Only one 20% restocking fee applies to each returned item; fees are not added together.
Restocking fees do not apply to faulty items, incorrect items supplied by us, or returns arising from inaccurate product descriptions or measurements.
Items purchased at a sale or discounted price are not eligible for change-of-mind returns or refunds.
This does not affect your rights if a sale item is faulty, damaged, incorrectly supplied, or not as described.
Please inspect your order when it arrives and contact us as soon as reasonably possible if an item is faulty, damaged, or different from what you ordered.
We will assess the issue and provide a repair, replacement, refund, or other remedy as required by applicable consumer law. For a substantial fault, you may be entitled to choose a refund or replacement.
Our 30-day change-of-mind return period, original packaging requirements, sale exclusions, and restocking fees do not restrict your statutory rights.
For eligible change-of-mind returns, we will inspect the returned items and process your refund within 5 working days of receiving them.
Refunds will normally be issued to the original payment method. If this is not possible, we will agree on an alternative method with you, such as a bank transfer.
Your bank or payment provider may take additional time to make the funds available.
If you prefer a replacement, we can arrange one where available. Any refund required under consumer law will be provided without unreasonable delay.
If your order has not arrived within the estimated delivery timeframe, please contact contactus@lunezens.com with your order number.
We will investigate with the delivery provider and work with you to resolve the issue. If an order is confirmed lost before delivery, we will arrange an appropriate replacement or refund.
Please ensure your delivery address is correct at checkout. If you notice an error, contact us promptly so we can attempt to update it before dispatch.
If tracking shows your parcel as delivered but you have not received it, please contact us so we can investigate the delivery details.
Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable consumer protection legislation.
For return requests or questions about this policy, please contact:
Lunezens
Website: lunezens.com
Email: contactus@lunezens.com