Last Updated: August 31, 2026
At Luna Artesana, we want our customers to receive products that conform to their description, quality, and intended use.
This policy explains how we handle defective, damaged, incorrect, or non-conforming products.
Nothing in this policy limits any mandatory consumer rights provided by applicable Spanish or European Union law.
1. LEGAL GUARANTEE
Products purchased by consumers from Luna Artesana are covered by the mandatory legal guarantee and consumer protection rights applicable under Spanish and European Union law.
For products purchased in Spain, consumers generally have a three-year legal guarantee period for lack of conformity for new goods, subject to applicable legal provisions and exceptions.
The legal guarantee applies independently of any voluntary commercial warranty.
2. PRODUCTS THAT DO NOT CONFORM
A product may be considered non-conforming when, for example, it:
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Does not correspond to the product description;
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Does not have the characteristics advertised;
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Is defective;
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Is damaged before or during delivery;
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Is missing essential components;
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Does not function as reasonably expected;
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Does not meet applicable requirements of conformity under consumer law.
3. WHAT TO DO IF YOU RECEIVE A DEFECTIVE PRODUCT
If you believe that your product is defective or does not conform to the purchase contract, please contact Luna Artesana through our customer service information.
Please provide:
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Your order number;
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Your name;
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A description of the problem;
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Photographs or videos where appropriate;
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Any other information reasonably necessary to assess the issue.
We may request photographs or other evidence to help us understand the problem and determine the appropriate solution.
4. AVAILABLE REMEDIES
Where a product is not in conformity with the purchase contract, consumers may have legal rights to remedies such as:
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Repair;
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Replacement;
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Price reduction;
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Termination of the contract and refund,
depending on the circumstances and applicable law.
The appropriate remedy will be determined in accordance with the consumer's statutory rights.
5. REPAIR OR REPLACEMENT
Where repair or replacement is the legally appropriate remedy, Luna Artesana will arrange the applicable solution in accordance with the consumer's statutory rights.
Repairs or replacements will be carried out within the applicable legal requirements and without imposing costs on the consumer where the law requires the seller to bear those costs.
6. REFUNDS AND TERMINATION
Where applicable law gives the consumer the right to terminate the contract and receive a refund, Luna Artesana will process the refund in accordance with the applicable legal requirements.
The refund method will generally correspond to the original payment method unless another method is legally permitted or agreed with the customer.
7. SHIPPING COSTS FOR DEFECTIVE PRODUCTS
Where a product is defective, incorrect, or otherwise fails to conform to the purchase contract, Luna Artesana will bear the return or other applicable costs where required by law.
Customers should contact us before returning a defective product so that we can provide the appropriate instructions.
8. NORMAL WEAR AND TEAR
The legal guarantee does not generally cover deterioration resulting from normal wear and tear or damage caused by improper use, misuse, accidents, modifications, or handling that is inconsistent with the product's intended use.
This does not affect any statutory rights that may apply in a particular situation.
9. COSMETIC DIFFERENCES
Minor differences that do not affect the conformity, functionality, or characteristics of a product may occur, including slight variations in color caused by lighting, photography, or different screen settings.
Such variations do not necessarily constitute a lack of conformity.
10. SIZE AND FIT
For fashion products, customers are responsible for selecting the appropriate size based on the size information and measurements provided on the product page.
A product that correctly corresponds to the advertised size and description is not necessarily considered defective solely because the customer prefers a different fit.
Customers may still have their statutory right of withdrawal where applicable, as explained in our Return & Refund Policy.
11. THIRD-PARTY FULFILLMENT
Luna Artesana may use third-party fulfillment and logistics providers, including FFOrder, to source, prepare, and ship products.
The use of a third-party fulfillment provider does not remove or limit the consumer rights applicable to purchases made from Luna Artesana.
12. CONTACT
If you believe that your product is defective, damaged, incorrect, or otherwise does not conform to the purchase contract, please contact Luna Artesana through the customer service information available on our website.
Please include your order number whenever possible.
Important: This policy is intended to explain the general handling of product conformity and legal guarantee claims. Mandatory consumer rights under applicable Spanish or European Union law always take precedence over this policy.