Last updated: October 2026
1. OVERVIEW
We want you to love your Lunora experience. As each product is personalised and made to order, this Refund Policy outlines when refunds, replacements, or corrections may be provided.
2. PERSONALISED DIGITAL PRODUCTS
Due to the custom nature of digital letters:
• Refunds are generally not provided once the product has been delivered
• Orders cannot be changed once processing has begun
• If you have made an error in your submission, please contact us immediately. We will make reasonable efforts to correct the issue only if production has not yet started
3. PERSONALISED PHYSICAL PRODUCTS
Due to the personalised nature of physical letters:
• Refunds are not offered for change of mind once production has started
• Orders cannot be modified after production begins
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with details and, where possible, photographic evidence.
Where appropriate, we may offer:
• A replacement product; or
• A refund, in accordance with Australian Consumer Law
4. FAULTY, INCORRECT, OR DEFECTIVE ORDERS
If an error is caused by Lunora (including incorrect personalisation, printing defects, or quality issues), we will:
• Correct the issue;
• Provide a replacement; or
• Provide a refund where appropriate
We may request evidence (such as photos) to assess the issue.
5. DELIVERY ISSUES
Lunora is not responsible for delays caused by postal or delivery providers.
If a physical order is lost or significantly delayed, please contact us and we will work with you to find a reasonable solution, which may include a replacement at our discretion.
6. CANCELLATIONS
Orders may only be cancelled if processing or production has not yet begun.
Once work has started on a personalised product, cancellations are not guaranteed due to the custom nature of the item.
7. AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes your rights under the Australian Consumer Law.
You are entitled to a replacement or refund if a product:
• Has a major problem
• Is not as described
• Is not of acceptable quality
8. CONTACT US
For any refund, replacement, or order issues, please contact us at:
Lunora is committed to providing high-quality, magical experiences while treating customers fairly and transparently.
Refund Policy
LEGAL