Refund policy

Refund and Warranty Policy — Luz de Lunas LLC

Personalized Products

  • We do not offer refunds, exchanges, or returns on personalized products, as these are made specifically for each customer and cannot be resold.
  • Modifications or cancellations of personalized orders are not possible once the order is confirmed, even if requested immediately. This is because production begins right after purchase to ensure on-time delivery.
  • Exception: In cases of manufacturing errors or defects in the personalization, we will evaluate the request and proceed with a replacement if applicable.

Damaged or Defective Products (does not apply to personalized items)
If a product arrives damaged or defective, we offer the following options:

  • Free replacement.
  • Full refund.

Claims Process

  1. Contact support@luzdelunas.com within 5 days of receiving your order.
  2. Include:
    • Clear photos of the damaged or defective product.
    • A brief description of the issue.
    • Proof of purchase (order number or invoice).
  3. We will review your request within a maximum of 7 business days.
  4. If approved, we will proceed with a replacement or refund, whichever you prefer.

Extended Warranty: 3 Years for "Peludito" Bracelets
Our warranty covers manufacturing defects and shipping-related damage for 3 years from the recorded purchase date.

Warranty Coverage

  • Manufacturing defects: Failures in design, assembly, or materials that compromise normal use — must be reported within 3 days of delivery.
  • Damage: If the product arrives damaged, you must report it within 3 days of delivery, providing clear photos of the product and packaging.

Exclusions

  • Damage occurring after delivery caused by misuse, drops, or exposure to chemicals or water.
  • Natural wear from continued use (changes in color or appearance).
  • Repairs performed by unauthorized third parties.

Warranty Process

  1. Contact support@luzdelunas.com with:
    • Proof of purchase.
    • Clear photos of the defect or damage.
    • A detailed description of the issue.
  2. We will review the request within 7 business days.
  3. If approved, we will offer:
    • Free repair of the product.
    • Replacement at no additional cost.

Exchange and Returns Policy
We accept exchanges or returns only in the following cases:

  • Personalization errors: Incorrect information in the design or personalized details.
  • Quality issues: Product received with blurry images or text, incorrect sizes, or manufacturing defects.
  • Incorrect orders: If you received the wrong product or your order arrived incomplete.

Conditions

  • Items must be returned new, unused, and in their original condition.
  • Refunds will cover the amount paid, minus shipping costs and fees associated with product personalization.

Exclusions
We do not accept returns or exchanges in the following cases:

  • Personalized products, except in cases of manufacturing errors.
  • Damage caused by misuse, washing, or improper handling.
  • Items that have been worn, washed, or show signs of wear.
  • Change of mind, personal taste, or incorrect size selection.
  • Products returned after the 5-day window following receipt of the order.

Important Notes

  • All exchanges and returns are subject to prior approval.
  • Partial returns of products sold as sets are not accepted.
  • Refunds will be processed within 7 to 10 business days once the return is confirmed.

For any questions, our team is available at support@luzdelunas.com. Thank you for trusting Luz de Lunas LLC!

Important note
Our warranty is designed to cover manufacturing defects and shipping-related damage, but it does not cover situations that occur after delivery and are not attributable to the quality of the product.
If you have additional questions, please don't hesitate to contact us.