At Lunology, we want every experience with us to inspire the same calm and trust we champion. This policy explains your rights and our commitments clearly and transparently, in line with the E-Commerce Law and the Consumer Protection Law and their implementing regulations in the Kingdom of Saudi Arabia.
1. General Rule: All Sales Are Final
Given the nature of our products and our commitment to their quality, all purchases are considered final. We do not offer returns, exchanges, or cancellations for a change of mind after an order has been placed. This rule applies to all products, including pre-orders. Please review the product details, size, colour and quantity carefully before confirming your purchase.
2. Manufacturing Defects & Faulty Items
Your statutory rights are fully preserved. If a product has a genuine manufacturing defect or fault that is not caused by the customer, or if it arrives damaged or different from what you ordered, please contact our customer service within 48 hours of receiving your order, including:
- Your order number.
- Clear photos showing the defect or damage.
- A brief description of the issue.
Our management will review your request, verify the case, and resolve it fairly — whether by repair, replacement, or refund — according to the situation and the applicable regulations.
3. Digital Products
Digital products — such as e-books and digital journals — are non-returnable and non-exchangeable once the purchase is complete and the content has been accessed, due to their nature. If you experience a technical issue accessing or downloading your product, please contact us and we will help.
4. Refund Method & Timing
When a refund is due (for example, in the case of an approved manufacturing defect), it is issued to the original payment method within the timeframes set by the payment provider (typically 7–14 business days), and may vary depending on your bank or payment gateway.
5. Shipping Costs
In cases of a manufacturing defect or an error on our part, we cover the return shipping costs. In all other cases, shipping fees are non-refundable.
6. Contact Us
Our customer service team at Lunology is ready to help. Email us at info@lunology.shop and we will get back to you as soon as possible.
This policy does not affect any rights granted to you under the Consumer Protection Law, the E-Commerce Law, and their regulations in the Kingdom of Saudi Arabia.