Refund policy

Refunds & Returns Policy

Last updated: 11 January 2024

Because our products are food-grade/perishable, we do not accept returns, exchanges, or refunds for change of mind once an order has shipped. This does not affect your rights under the Australian Consumer Law (ACL).

If your order arrives damaged or incorrect

If items inside the parcel arrive damaged or you receive the wrong product, please contact us within 14 days of delivery and we’ll make it right.

Email: info@lunetea.us
Subject: Damaged/Incorrect – Order #[12345]

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of: the damaged item(s), the inner packaging, and the shipping label
    (Note: Cosmetic damage to the outer shipping box alone isn’t considered a product defect if the items inside are unaffected.)

What happens next

  • We’ll assess your claim and confirm approval (or request more info).

  • If approved, we’ll arrange a replacement, store credit, or refund to your original payment method.

  • For returns we request to be sent back, we’ll provide instructions and, if applicable, a prepaid return label. Please do not send items back without authorisation.

Non-returnable items

For hygiene and safety, we can’t accept returns of:

  • Opened or used tea/food products

  • Items not in their original sealed packaging

  • Gift cards and final-sale items

Cancellations

If you need to cancel, contact us as soon as possible at info@lunetea.us
Orders that have not yet shipped may be cancelled; once dispatched, cancellations aren’t possible.

Lost or missing parcels

If tracking shows delivered but you can’t locate the parcel, please check with household members and neighbours and contact the carrier. We’ll help investigate with the courier; outcomes may include replacement or credit at our discretion.

Refund timing

Once a refund is approved and processed, funds are returned to your original payment method. Your bank or card issuer may take 3–10 business days to post the credit. If you haven’t received it after that window, contact your bank/card issuer first, then reach out to us.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the ACL. You are entitled to a remedy for products that are faulty, not fit for purpose, or not as described.

Questions?
Email us at info@lunetea.us and we’ll be happy to help.