Definitions and key terms

To help explain things as clearly as possible in this Return & Refund Policy, every time any of these terms are referenced, are strictly defined as:

• Company: when this policy mentions “Company,” “we,” “us,” or “our,” it refers to La Lunary - Escape the Ordinary, which is responsible for your information under this Return & Refund Policy.
• Customer: refers to the company, organization, or person that signs up to use the La Lunary - Escape the Ordinary Service to manage the relationships with your consumers or service users.
• Device: any internet-connected device such as a phone, tablet, computer, or any other device that can be used to visit La Lunary - Escape the Ordinary and use the services.
• Service: refers to the service provided by La Lunary - Escape the Ordinary as described in the relative terms (if available) and on this platform.
• Website: La Lunary - Escape the Ordinary’s site, which can be accessed via this URL: www.lalunary.co.za
• You: a person or entity that is registered with La Lunary - Escape the Ordinary to use the Services.

Return & Refund Policy

Thank you for shopping with La Lunary – Escape the Ordinary. We appreciate your support of our custom-made products. By placing an order or making a purchase through our website, you agree to the terms below, in addition to our [Privacy Policy].

General Return Policy

• All products are made-to-order and custom-printed.
• Therefore, we DO NOT allow:
  • Returns
  • Exchanges
  • Refunds
• We also do not resell returned items, to ensure every customer receives brand-new quality.

If You Receive the Wrong Product

If we send you the wrong item by mistake:

• We will arrange collection of the incorrect item.
• We will ship the correct item to you at no additional cost.

Refunds (Limited Situations Only)

Refunds are only allowed in the following cases:

1. Stock Issues:If your ordered item is out of stock or unavailable after purchase, you will be notified and offered a full refund.
2. Order Cancellation (Before Production):If you cancel before your order enters production, we can process a refund (minus payment gateway fees if applicable – see below).

Important:

Orders that are already processed or shipped cannot be canceled, refunded, or returned.

PayFast Payments & Refund Fees

If your order was paid through PayFast, Refunds Take 2 working Days to reflect and 2 to be refunded. Please note:

• Transaction Fees (Deducted by PayFast):
  • Credit/Debit Card: 3% – 5%
  • Instant EFT: 2.0%
• Refund Fee:
  • An additional R 2.00 (ex. VAT) is charged on all refunds processed through PayFast.

Example:

If you paid R 600 by credit card:

• PayFast may have deducted R 18 – R 30 (3% – 5%) from the transaction.
• If a refund is approved, PayFast will also deduct R 2.00 from the refund amount.

Note: These fees are charged directly by PayFast and are non-refundable

Shipping Damages

All orders go through a quality check and are securely packaged. However, we are not liable for any damage that occurs during shipping or courier transit. In such cases, please contact the courier directly.

Contact Us

If you experience any issues with your order, reach out to us immediately. We’ll gladly assist in line with this policy.

Email: llalunary@gmail.com

Your Consent

By using our website, registering an account, or making a purchase, you hereby consent to our Return & Refund Policy and agree to its terms.

Changes To Our Return & Refund Policy

Should we update, amend or make any changes to this document so that they accurately reflect our Service and policies. Unless otherwise required by law, those changes will be prominently posted here. Then, if you continue to use the Service, you will be bound by the updated Return & Refund Policy. If you do not want to agree to this or any updated Return & Refund Policy, you can delete your account.

Updated at 2025-06-01