Refund policy

RETURN AND REFUND POLICY

Last updated: July 30, 2026

Thank you for shopping with Bound by Luna. Due to the intimate nature of our products, returns are subject to strict hygiene and safety requirements.

1. Return Eligibility

You may request a return within 14 days after the last item in your order has been delivered.

To be eligible for a return, the item must:

• Be unused, unworn, unwashed, and in its original condition;
• Have all original packaging, labels, accessories, manuals, and protective materials;
• Have its hygiene seal and tamper-evident packaging fully intact;
• Show no signs of use, damage, alteration, contamination, odor, or improper storage; and
• Be accompanied by valid proof of purchase.

We reserve the right to refuse a return if the item does not meet these conditions.

2. Hygiene-Sealed and Intimate Products

For health, safety, and hygiene reasons, products that have been unsealed, opened, used, worn, tested, washed, or removed from their protective packaging are not eligible for return due to a change of mind.

This exclusion does not affect any mandatory rights that may apply to defective, damaged, incorrect, or non-conforming products under applicable consumer law.

3. How to Request a Return

Before returning any item, contact us at:

boundbyluna.help@outlook.com

Please include:

• Your full name;
• Your order number;
• The product you wish to return;
• The reason for the return; and
• Clear photographs or video showing the item, packaging, hygiene seal, shipping label, and any reported issue.

Do not send any product back without written return authorization from Bound by Luna.

If your return request is approved, we will provide the authorized return address and return instructions by email.

Unauthorized returns, cash-on-delivery returns, and packages sent to an unapproved address may be refused.

4. Return Shipping Costs

If you are returning an eligible item because you changed your mind, you are responsible for all return shipping charges, customs charges, taxes, insurance, and other return-related costs.

We strongly recommend using a tracked shipping service. We are not responsible for return packages that are lost, delayed, damaged, rejected by customs, or delivered to an incorrect address.

If we confirm that an item was defective, damaged in transit, or incorrectly supplied, Bound by Luna will provide an appropriate remedy and will cover reasonable return shipping costs where a return is required.

5. Damaged, Defective, Missing, or Incorrect Items

Please inspect your order promptly after delivery.

Your claim should include clear photographs or video of:

• The outer packaging;
• The shipping label;
• The product and all included components; and
• The specific damage, defect, missing component, or incorrect item.

After reviewing the claim, we may offer one or more of the following remedies, depending on the circumstances and applicable law:

• Replacement of the affected item;
• Reshipment of a missing or incorrect item;
• Repair, where appropriate;
• Partial refund; or
• Full refund.

A replacement is normally our first proposed solution. If replacement is unavailable, unsuitable, or not permitted under applicable consumer law, we may issue a refund.

6. Non-Returnable Items

The following items are not eligible for return due to a change of mind:

• Items with broken, removed, damaged, or missing hygiene seals;
• Opened or used intimate products;
• Items showing signs of wear, testing, washing, contamination, odor, alteration, or misuse;
• Items returned without their original packaging, accessories, labels, or components;
• Personalized, customized, or made-to-order products;
• Gift cards;
• Items clearly marked “Final Sale” before purchase; and
• Items returned without prior written authorization.

Nothing in this section excludes rights that cannot legally be excluded.

7. Refunds

Once an authorized return is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds are initiated within 3 business days and are normally returned to the original payment method.

Your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Original shipping charges are not refundable for change-of-mind returns, except where required by applicable law.

We do not issue refunds to a different card, bank account, digital wallet, or third party.

8. Order Cancellations

You may request cancellation while the order remains unfulfilled.

Cancellation is not guaranteed. Once an order has entered packing, fulfillment, customs processing, or shipment preparation, it may no longer be possible to cancel it.

To request cancellation, email:

boundbyluna.help@outlook.com

Please include your order number and the email address used to place the order.

If the order has already been fulfilled or shipped, the request will be handled under this Return and Refund Policy.

9. European Union and Other Mandatory Consumer Rights

Customers located in the European Union may have a statutory right to withdraw from an eligible online purchase within 14 days after delivery.

The right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons after the seal has been removed following delivery.

Nothing in this policy limits any mandatory consumer rights available under the laws applicable to your purchase.

10. Contact

Customer Support Email:
boundbyluna.help@outlook.com

Support Hours:
Monday to Friday, 9:00 AM to 6:00 PM Hong Kong Time, excluding public holidays.

Bound by Luna is operated by FOCI INTERNATIONAL TRADING LIMITED.