Returns and Refunds Policy
Last updated: 002/09/2026
1. About this policy
This Returns and Refunds Policy applies to products purchased through lunamotivation.co.ukfrom:
Ray Zhang trading as Luna Motivation
This policy does not restrict or replace your statutory consumer rights. If this policy conflicts with applicable law, the law will apply.
2. Standard products and print-on-demand production
Some Luna products are made after an order is placed.
A product is not treated as personalised merely because it is produced after you order it.
Standard catalogue products, including standard designs where you select from available sizes, colours or other listed options, may normally be cancelled and returned under the statutory distance-selling rules.
For example, selecting a standard Luna shirt in size M and black is not, by itself, personalisation.
3. Personalised or genuinely custom-made products
A product may be excluded from the statutory change-of-mind cancellation right where it has been genuinely personalised or made to your specifications, and the legal exception applies.
This may include products featuring:
- your own name or wording;
- your own photograph or uploaded artwork;
- bespoke measurements or dimensions;
- a design created specifically for you; or
- another specification not offered as part of our standard catalogue.
We will identify any product that may fall within this exception before you place your order.
A personalised or custom-made product may still be returned or refunded if it is faulty, damaged, incorrectly supplied or not as described.
4. Cancelling a standard product because you changed your mind
For most standard products purchased online, you may cancel your order without giving a reason.
You must notify us within 14 calendar days beginning the day after you receive the goods. If your order is delivered in separate parcels, the cancellation period normally begins the day after you receive the final item.
After notifying us, you must return the goods within a further 14 calendar days.
To cancel, email [customer service email] with:
- your name;
- order number;
- the product or products being cancelled; and
- a clear statement that you wish to cancel.
You may use the model cancellation form at the end of this policy, but you do not have to use that exact form.
If production has already started, we may be unable to stop or cancel an order before dispatch. This does not affect any cancellation right that applies after delivery.
5. Returning goods after cancellation
We will provide the correct return instructions and return address after you contact us.
Please do not send goods to an address printed on the delivery packaging or to a third-party fulfilment address unless we specifically instruct you to do so.
You should package the goods securely and retain proof of postage. For change-of-mind returns, you are normally responsible for the direct cost of returning the goods.
You may inspect clothing and other products in the same way that you would carefully inspect them in a shop. Please do not wash, alter, damage or use products beyond what is reasonably necessary to inspect them.
If goods have been handled beyond what is reasonably necessary to inspect them, we may make a proportionate deduction for any resulting loss in value. We will not apply an automatic restocking fee.
6. Refunds for cancelled orders
Once you have cancelled, we will refund you no later than 14 days after the earlier of:
- receiving the returned goods; or
- receiving reasonable evidence that you have sent the goods back.
We may withhold the refund until the goods are returned or evidence of return is provided.
Refunds will normally be made to the original payment method. We will not substitute a gift card or credit note for a monetary refund where the law requires a monetary refund.
Your refund will include the cost of the cheapest standard delivery option available when you ordered. If you selected a more expensive delivery service, we are not required to refund the additional upgrade cost.
Your payment provider may take additional time to display the refund in your account.
7. Faulty, damaged, incorrect or misdescribed goods
If your product is faulty, damaged, the wrong product, the wrong size or colour compared with your order, or not as described, contact us at [customer service email].
Please include your order number and a description of the problem. Photographs of the product and packaging may help us investigate, but we will not use a photograph requirement to remove or restrict a statutory right where photographs are unavailable or inappropriate.
Depending on the circumstances and the time since delivery, your legal remedies may include:
- repair;
- replacement;
- a price reduction; or
- rejection of the goods and a refund.
We will pay or reimburse reasonable return delivery costs for goods that are faulty, damaged, incorrect or not as described.
You do not need to pay a return fee or accept store credit instead of a legal remedy. We will not require original packaging where it is not legally necessary.
Normal wear and tear, accidental damage, misuse or unauthorised alterations may not constitute a fault. Any assessment will depend on the facts and your statutory rights.
Products bought in a sale or using a discount code retain their statutory rights. A specific defect disclosed before purchase may be treated differently where you bought the product knowing about and accepting that defect.
8. Wrong size or colour selected by the customer
If you selected the wrong size or colour from our standard available options, this will normally be treated as a change-of-mind return.
If we sent a different size or colour from the one shown on your order confirmation, this will be treated as an incorrect item and we will deal with it under section 7.
9. Promotions and discount codes
Where a promotion is expressly conditional on a minimum spend, keeping a particular product or meeting another stated requirement, returning goods may mean that the order no longer qualifies for the promotion.
If so, we may recalculate the discount in accordance with the promotion’s published terms. We will show the calculation and refund the correct net amount.
We will not apply an arbitrary administration or restocking fee to a statutory refund.
10. Returned or uncollected parcels
A parcel returned because an incorrect or incomplete delivery address was supplied, or because it was not collected, is not automatically treated as a cancellation.
Contact us so that we can discuss redelivery or refund options. Where the problem was caused by information you provided or failure to collect, we may request reasonable additional delivery costs for a resend where legally permitted.
If you exercise a statutory cancellation right, the cancellation rules in this policy will apply.
11. Order verification and suspected misuse
We may request reasonable proof of purchase, order details, photographs, return tracking information or other information needed to investigate a return or refund.
Refunds will normally be made to the original purchaser and original payment method. We may request authorisation where someone other than the purchaser contacts us.
We may investigate suspected fraud or repeated misuse and may refuse discretionary goodwill returns, promotional refunds or future orders where legally permitted. This section does not restrict a genuine statutory claim or legal remedy.