Return policy

Return and Refund Policy

Right of Withdrawal (14 days)

In accordance with European consumer protection legislation, you have 14 days from the receipt of your order to exercise your right of withdrawal without having to provide any reason.

Return Conditions

To be eligible for a return, your item must be:

  • In its original, unused, and undamaged condition
  • In its original packaging with all tags
  • Accompanied by proof of purchase

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned:

  • Personalized or custom-made items
  • Unsealed hygiene products
  • Items marked as "final sale" at the time of purchase

How to Make a Return

Step 1: Contact us at contact@cat-luna.com within 14 days of receiving your order with:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

Step 2: We will provide you with the return address and detailed instructions.

Step 3: Send the item back to the provided address. We recommend using a trackable shipping service.

Return Shipping Costs

Return shipping costs are the responsibility of the customer, except in the case of our error (defective item, shipping error). We recommend keeping your proof of shipment.

Refunds

Once your return is received and inspected, we will send you an email to confirm receipt. Your refund will be processed within 14 days of receiving the return.

The refund will be issued to the same payment method used for the original purchase. The time it takes for the refund to appear in your account may vary depending on your bank (usually 5 to 10 business days).

Important: Only the price of the item will be refunded. Original shipping costs and return shipping costs are non-refundable, except in the case of our error.

Exchanges

We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.

Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at contact@cat-luna.com with:

  • Clear photos of the defect or damage
  • Your order number
  • A description of the issue

We will cover the return shipping costs and offer you a replacement or a full refund.

Processing Times

As our products are shipped from different international warehouses, the processing time for your return may vary depending on your location and the original warehouse's location. We will keep you informed at every step of the process.

Legal Guarantee of Conformity

In accordance with European Directive 2019/771/EU, all our products benefit from a 2-year legal guarantee of conformity from the date of delivery.

Contact Us

For any questions regarding our return policy or to initiate a return, please contact us:

Last updated: December 2025