Returns & refunds
If something isn’t right, we’ll make it right. You have 7 days from delivery to request a return or exchange on physical items.
What can be returned
- Unworn, unwashed and in original condition, with tags attached and in its original packaging
- Damaged, defective or flawed on arrival
- The wrong item or wrong size compared to what you ordered
What cannot be returned
- Items marked Final Sale or Clearance
- Underwear and other intimate items, for hygiene reasons
- Items returned after the 7-day window
- Items worn, washed, altered, stained or damaged after delivery
- Digital products — see the separate section below
How to request a return
- Email admin@lunaandmom.com within 7 days of delivery, subject line “Return Request – [your order number]”.
- Include your order number, the item(s), the reason, and clear photos of the item and packaging.
- We’ll reply within 1 business day with approval and the return address.
- Ship the item back within 5 days of approval. Keep your proof of shipment.
Please don’t send anything back before you get approval — unapproved returns can’t be processed.
Who pays return shipping
- Our error (defective, damaged, wrong item or wrong size sent): we cover return shipping and reimburse your cost.
- Change of mind or wrong size ordered: you cover return shipping. Exchanges are subject to stock availability.
Refunds
Once we receive and inspect your return, we’ll email you the result within 2 business days. Approved refunds are issued to your original payment method within 7–14 business days, depending on your bank or e-wallet provider. Refunds cover the item price; the ₱100 shipping fee is refunded only when the return is due to our error. Exchanges ship within 2 business days of approval.
Order cancellations
Email us within 12 hours of placing your order and before it has been dispatched, and we’ll cancel and refund in full. Once a parcel has shipped, please use the returns process above.
Digital products
Because printables are delivered instantly and cannot be returned, all digital sales are final. We will still refund you in full if the file is corrupted or won’t open and we can’t fix or re-send it within 3 business days, if you were charged more than once, or if you received a product materially different from what the product page described. Email admin@lunaandmom.com within 7 days of purchase with your order number.
Consumer rights
Nothing in this policy limits your rights under Republic Act No. 7394, the Consumer Act of the Philippines, or other applicable Philippine law.
Questions? admin@lunaandmom.com · 0956 625 8263 · Monday to Saturday, 9:00 AM – 6:00 PM PHT.