Last Updated: August 31, 2026
At Luna Artesana, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, this policy explains your rights and the process for returns, cancellations, and refunds.
Nothing in this policy limits any mandatory consumer rights provided by applicable Spanish or European Union law.
1. RIGHT OF WITHDRAWAL
If you are a consumer purchasing online from Spain, you generally have the right to withdraw from your purchase within 14 calendar days without having to provide a reason, subject to applicable legal exceptions.
The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.
If an order contains multiple products delivered separately, the applicable withdrawal period may begin when you receive the last product, in accordance with applicable law.
2. HOW TO REQUEST A RETURN
To exercise your right of withdrawal, please contact Luna Artesana through the customer service information available on our website.
Please include:
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Your full name;
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Order number;
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Product(s) you wish to return;
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Reason for return, if you wish to provide one.
You do not have to provide a reason to exercise your statutory right of withdrawal.
Once we receive your request, we will provide the applicable return instructions.
3. CONDITION OF RETURNED PRODUCTS
Products returned under the statutory right of withdrawal should be handled with reasonable care.
You may inspect and try on clothing in the same way you reasonably could in a physical store.
The product should be returned in a condition that allows us to determine whether any reduction in value has occurred.
Where applicable, original packaging, tags, accessories, and other items supplied with the product should be included with the return.
If the product has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functioning, you may be responsible for any resulting reduction in value, to the extent permitted by applicable law.
4. RETURN SHIPPING COSTS
Unless the product is defective, incorrect, damaged, or otherwise not in conformity with the purchase contract, the consumer may be responsible for the direct cost of returning the goods when this has been properly disclosed before purchase.
Before returning an item, please contact Luna Artesana for the appropriate return instructions.
5. REFUNDS
When you validly exercise your statutory right of withdrawal, Luna Artesana will refund the payments received from you, including the standard delivery cost paid for the original shipment, where required by applicable law.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by us, the additional cost may not be refundable.
Refunds will generally be made using the same payment method used for the original transaction, unless another method has been agreed with you.
We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
6. REFUND TIMING
We will process eligible refunds within the timeframe required by applicable law.
Once processed, the time required for the refund to appear in your account may depend on your payment provider or financial institution.
7. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS
If you receive a product that is:
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Defective;
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Damaged;
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Incorrect;
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Missing parts;
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Significantly different from the product description; or
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Otherwise not in conformity with the purchase contract;
please contact Luna Artesana as soon as possible.
Please provide your order number and, where appropriate, photographs or other information that may help us assess the issue.
We will provide an appropriate remedy in accordance with applicable consumer protection and legal guarantee requirements.
You should not be required to pay return costs for products that are defective, incorrect, or otherwise not in conformity with the contract where applicable law requires the seller to bear those costs.
8. EXCHANGES
Where possible, Luna Artesana may offer an exchange for another size or product.
However, exchanges are subject to product availability.
If an exchange is not available, you may have other remedies depending on the circumstances and applicable consumer protection laws.
For statutory withdrawal, a customer may also choose to return the original product and place a new order rather than request an exchange.
9. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL
The statutory right of withdrawal does not apply to certain types of products or circumstances established by law.
Where an exception applies to a specific product, Luna Artesana will provide the legally required information before purchase.
Nothing in this section is intended to restrict rights that cannot legally be excluded.
10. SALE ITEMS AND PROMOTIONAL PRODUCTS
Unless otherwise required by applicable law, products purchased during promotions or sales remain subject to the same applicable statutory consumer rights.
A discounted price does not remove your legal rights regarding withdrawal, defective products, or lack of conformity.
11. RETURN ADDRESS
Return instructions and the applicable return address will be provided by Luna Artesana after a return request is submitted.
Please do not send a return to the address printed on the original package or to a supplier address unless Luna Artesana specifically instructs you to do so.
12. UNCLAIMED OR REFUSED PACKAGES
If an order is returned because the customer refused delivery or failed to collect the package, Luna Artesana will assess the circumstances and applicable consumer rights before processing any refund or additional charges.
Mandatory consumer rights will always take precedence.
13. CONTACT US
If you have questions about returns, refunds, exchanges, or your statutory consumer rights, please contact Luna Artesana through the customer service information available on our website.
Please include your order number whenever possible so that we can assist you efficiently.
Important: This policy does not affect any mandatory consumer rights applicable under Spanish or European Union law. Where applicable law provides a greater level of protection than this policy, the applicable law will prevail.