Please note that If the order has been already shipped out, the order cannot be cancelled.
For any cancellation requests, customer must contact us at (832) 900-3800 within 48 hours, from the original transaction date, in order to receive a full refund. Orders cancelled after 48 hours from the transaction date will be subject to 3% cancellation fee (exclusions apply, please read below).
Refunds: Once the order is placed, Luna Furniture representative will contact the customers via email to give details about the order, the delivery and verify that the order is correct. Once the customer agrees to proceed with their order the payment will be captured. If the customer doesn’t reply to our email within 48 hours after the original transaction date, then the payment will be automatically captured. Orders cancelled after 48 hours from the transaction date or order approval, will be subject to a non-negotiable 3% payment processing cancellation fee.
Given that our discounted prices result in a low marginal profit for the merchants, exclusions apply: If the products are in Luna Furniture’s possession, in transit to our warehouse, and/or ready for delivery, the customer will only receive a refund of 70% of the total amount, to cover processing, picking, and handling fees. If a delivery attempt was set, the delivery fee will not be refunded If the item is still not ready for delivery, then you will be entitled to a 97% or 100% refund (depending on the payment status and the timing of the request).
Merchant’s inability to meet ETA: Estimated Times of Arrivals (ETAs) are subject to change. If the customer wants to cancel the order due to merchant’s inability to meet the ETA, then a full refund will be issued, by only applying the 3% payment processing cancellation fee (if the payment has been captured). Please note that if the item is currently in transit to Luna Furniture warehouse or in transit to your residence, a 30% cancellation fee will be assessed.
In some cases, we may make exceptions to our "All Sales Final" and "No Returns Allowed" policy. These exceptions will be made at our sole discretion of the seller - or cancellation of an order, which has been paid for and confirmed, a nonnegotiable 30% restocking fee and a reverse delivery fee will be assessed.
Any form of payment refunded will be refunded to the original form of payment used during the purchase.
Damaged Products & Missing Pieces:
Damaged products and missing pieces must be reported within 24 hours of delivery. After 24 hours of delivery, no claims will be allowed. Therefore, please inspect the merchandise for damages or missing parts as soon as you receive your product(s). Please attach photos of the damaged product to the email and keep the original packaging of the damaged merchandise as it is required for replacement.
Customers will not receive a full refund if:
- Customer receives wrong merchandise because they did not review their invoice to make sure they selected the correct merchandise.
- The customer’s furniture does not fit properly because the customer did not accurately measure the dimensions of the furniture delivered.
- Customer doesn’t like the color or the material quality of the purchased merchandise.
If the money paid for the merchandise is returned to the customer by any means, including but not limited to refund or chargeback, the merchandise automatically comes into the merchant’s possession regardless of the locations of the parties and the merchandise. In the face of such a situation, the customer shall be responsible for returning the merchandise in the condition it was received and assist the merchant with the return process. Failure to do so shall result in criminal and civil liability for the customer and entitles the merchant to file criminal and/or civil lawsuits at courts whose jurisdiction shall be determined by the merchant. In such a case, the customer shall be responsible for all the associated costs, including but not limited to litigation costs and attorney fees.”