Alta Luna Return, Exchange & Cancellation Policy

Effective Immediately – Please Read Before Purchase

FINAL SALE ITEMS

All purchases of the following are final sale and not eligible for return, exchange, or cancellation under any circumstances:

• Custom and made-to-order items
• Facial rounds
• Interlabial pads
• Sale or discounted items

Alta Luna reserves the right to amend item eligibility for returns/exchanges at any time without prior notice.

RETURNS

Eligibility & Conditions:

• Return requests must be submitted within 3 days of delivery (based on tracking).
• Only new, unused, and unwashed items in original condition and packaging are eligible.
• Photographic evidence of item condition at receipt is required for consideration.
• Buyer is responsible for return shipping costs.
• 20% restocking fee applies to all approved returns.
• Store credit or gift card may be issued in lieu of refund upon request.

Procedure:

1. Contact us within 3 days of delivery to request a return.
2. Provide clear, dated photos showing the item’s condition.
3. Await approval/denial based on inspection.
4. If approved, return the item at your expense.
5. A refund minus restocking fee will be issued upon receipt and inspection.

 

EXCHANGES

Eligibility & Conditions:

• Exchange requests must be made within 3 days of delivery.
• Items must be unused, unwashed, and in original condition.
• Final sale items (listed above) are not eligible for exchange.
• Exchanges may be granted for:
  
  • Incorrect item sent
  • Item defect upon delivery (e.g., torn seam, manufacturing flaw)
  • Wrong size or item ordered by customer
    
• Exchanges are subject to approval.
• Customer is responsible for all shipping costs associated with exchange.

 

IMPORTANT

If you ordered the wrong item, contact us immediately. If your order has not shipped, we can update it.

If the error or defect is on our end:

• You will receive a corrected item or store credit at no additional cost, and you may keep the incorrect/damaged item.

CANCELLATIONS

Ready-to-Ship Orders:

• May be cancelled for a full refund if not yet shipped.

Custom/Made-to-Order Items:

• Custom and made-to-order items cannot be cancelled once the order is placed. Due to the nature of custom work, materials are often ordered specifically for your item or cut to your specifications shortly after purchase. Once this process begins, those materials cannot be repurposed for other orders, making cancellations unfeasible.

Shipped Orders:

• Once your order is in possession of the mail carrier, it cannot be cancelled.
• Proof of shipment is available upon request.

 

SHIPPING RESPONSIBILITY

Alta Luna is not liable for delays or issues after an order is transferred to the shipping carrier.

Orders over 2 oz. ship with tracking and $100 of insurance. For lost/damaged items during transit, please file a claim directly with the carrier.

 

 

Rights Reserved

Alta Luna reserves the right to refuse service, returns, exchanges, or cancellations at any time, for any reason.