Refund policy
Returns & Refund Policy
Last updated: 20 July 2026
1. PURPOSE AND SCOPE
This policy explains cancellation, return, refund and faulty-goods procedures for consumer purchases made through
https://lunanestuk.com from Luna Nest Ltd, trading as Luna Nest.
This policy does not reduce any rights available under the Consumer Rights Act 2015, the Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013 or other applicable law. If there is a conflict
between this policy and a mandatory legal right, the legal right takes priority.
Separate written terms may apply to genuine business-to-business orders, wholesale transactions or orders placed
through third-party marketplaces.
2. CHANGE-OF-MIND CANCELLATION RIGHT
For most eligible goods bought online, you may cancel without giving a reason by notifying us within 14 days after the
day you, or a person nominated by you other than the carrier, receives the goods.
After notifying us of cancellation, you must send the goods back without undue delay and no later than 14 days after the
day you notified us.
To cancel, email support@lunanestuk.com with:
your name;
order number;
the item or items being cancelled;
the date received; and
a clear statement that you wish to cancel.
You may also use the model cancellation form at the end of this policy, but it is not compulsory.
3. CANCELLING BEFORE DISPATCH
Contact us with in an hour , if you wish to cancel or amend an order before dispatch. We will try to help, but
fulfilment may already have begun and cancellation before dispatch cannot always be guaranteed.
If the order has already been handed to the carrier, the normal return procedure will apply.
4. CONDITION OF CHANGE-OF-MIND RETURNS
You may inspect goods in the same way that you reasonably could in a physical shop. You are responsible for any
reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and
functioning of the goods.
Returned goods should, where reasonably possible, be:
unused and unaltered;
complete with accessories, instructions, seals, inserts and gifts supplied with the order;
in the original retail packaging;
securely packed inside suitable outer transit packaging; and
free from customer-added labels, tape, writing or shipping stickers on the retail box.
Original packaging is especially important for collectible products, gift sets and sealed goods because the packaging
may form part of the product's value. Missing parts, broken seals, excessive handling, box damage, odours, marks or
customer-applied labels may result in a lawful deduction for actual diminished value. We do not impose a fixed
restocking fee.
5. PRODUCTS THAT MAY BE EXCLUDED FROM CHANGE-OF-MIND RETURNS
The change-of-mind cancellation right may not apply, or may end, in circumstances allowed by law, including:
goods made to the customer's specifications or clearly personalised;
goods liable to deteriorate or expire rapidly;
sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been
broken;
sealed audio, video or software products after unsealing, where applicable;
digital content supplied immediately after the customer expressly agreed to begin supply and acknowledged the
loss of the cancellation right, where applicable; and
other statutory exceptions.
These exceptions do not remove rights where goods are faulty, damaged, unsafe, wrong or not as described.
6. BEAUTY, SKINCARE, HAIRCARE, COSMETICS AND HYGIENE-SENSITIVE GOODS
Unopened, unused and sealed beauty, skincare, haircare, cosmetics and personal-care products remain subject to
normal cancellation rights unless a lawful exception applies.
Once a health-protection or hygiene seal has been broken, we may be unable to accept a change-of-mind return where
the product is genuinely unsuitable for resale for health or hygiene reasons. This can include applicators, cosmetics,
skincare, haircare, intimate or personal-care products where opening or use creates a hygiene risk.
If such an item is faulty, damaged, unsafe, wrong or misdescribed, contact us and your statutory rights will continue to
apply.
7. FOOD, CHOCOLATE GIFT SETS AND CONSUMABLES
Where food, chocolate gift sets or consumables are offered:
goods liable to deteriorate or expire rapidly may be excluded from change-of-mind cancellation;
opened consumables cannot normally be accepted for change of mind where resale would be unsafe or
inappropriate;
sealed, non-perishable goods will be assessed according to the law and their condition; and
faulty, damaged, unsafe, wrong or misdescribed goods remain covered by statutory rights.
Please retain the packaging, batch code, best-before information and photographs when reporting an issue with a food
or consumable item.
8. FUNKO AND OTHER COLLECTIBLES
Collectible packaging can form an important part of the product. Customers may reasonably inspect a collectible, but a
lawful deduction may be made where handling beyond reasonable inspection causes diminished value, including:
opening a sealed product where the seal contributes to value;
removing inserts, stickers, protectors or accessories;
crushing, tearing, marking or taping the retail box;
displaying or using the item beyond reasonable inspection; or
returning a different item, box or accessory.
There is no blanket exclusion for Funko or ordinary collectibles. Statutory cancellation and faulty-goods rights remain
applicable.
9. MULTI-BUY, BUNDLE, FREE-GIFT AND PROMOTIONAL RETURNS
If part of a discounted bundle, multi-buy or promotion is returned, the refund may be recalculated according to the actual
price paid and the terms of the promotion. If the returned item caused the remaining goods to qualify for a discount, the
value of that discount may be taken into account where lawful.
A free gift supplied as part of a cancelled order should also be returned unused and complete. If it is not returned, its
reasonable value may be deducted where legally permitted.
For offers such as "buy one, get the second half price", refunds are based on the amount actually paid for each item,
not the undiscounted price.
10. HOW TO START A RETURN
Email support@lunanestuk.com before sending goods so that we can confirm the correct instructions and identify the
return promptly.
Return address:
Luna Nest Ltd
Returns Department
22 Blackwood Grove, Halifax, England, HX1 4RH
Include your order number and name inside the parcel. Do not send goods cash-on-delivery. Contacting us first does
not limit your legal rights, but sending an unidentified or unsuitable parcel may delay processing.
11. CHANGE-OF-MIND RETURN POSTAGE
For eligible change-of-mind returns, you are responsible for the direct cost of returning the goods. Use a tracked service
appropriate to the product's value and keep proof of posting until the refund is complete.
The goods remain your responsibility until they are delivered to us. We are not responsible for a return lost or damaged
because it was inadequately packed or sent using an unsuitable service, except where the law provides otherwise.
12. FAULTY, DAMAGED, WRONG OR NOT-AS-DESCRIBED GOODS
Goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, damaged in transit, unsafe,
wrong or materially different from its description, contact us at support@lunanestuk.com with:
the order number;
a description of the problem;
photographs or video where useful;
photographs of the outer packaging and shipping label for transit damage; and
batch, serial or product codes where relevant.
Please report visible transit damage within 48 hours where reasonably possible so we can preserve evidence and raise
a carrier claim. Failure to report within 48 hours does not remove statutory rights.
Where a return is reasonably required for a confirmed faulty, damaged, wrong or misdescribed item, we will provide a
suitable return method or reimburse reasonable standard return postage. Do not pay for premium or unusually
expensive return services without our agreement unless reasonably necessary.
Under applicable consumer law, remedies may include a refund, repair, replacement or price reduction depending on
the circumstances, product and time since delivery. The short-term right to reject faulty goods generally applies for 30
days. After that period, repair or replacement may be the initial remedy before a further refund or price reduction
becomes available. Nothing in this policy limits those rights.
13. AUTHENTICITY CONCERNS
If you believe a branded product may not be genuine, stop using it and contact us promptly. Keep all packaging, seals,
batch codes, serial numbers and photographs. We may ask for the item to be returned for inspection and may refer the
matter to a supplier, distributor or brand-protection contact where appropriate.
We will assess the matter fairly. This procedure does not reduce statutory rights.
14. REFUND AMOUNT
For a valid cancellation of an entire eligible order, we will refund:
the price paid for the returned goods; and
the cost of the least expensive standard delivery method offered at the time of purchase.
If you chose a premium or express service, we are not required to refund the additional amount above the standard
delivery cost.
For a partial return, the original outward delivery charge is not normally refunded unless required by law or the returned
item was faulty, wrong or misdescribed.
We may make a lawful deduction for diminished value caused by handling beyond what is reasonably necessary to
inspect the goods. We do not charge a fixed restocking fee.
15. REFUND TIMING AND PAYMENT METHOD
We will make an eligible refund without undue delay and, where the cancellation rules apply, no later than 14 days after
we receive the returned goods or satisfactory evidence that they were sent back, whichever is earlier where required by
law.
We may withhold the refund until the goods are returned or you provide satisfactory evidence of return, except where
the law requires otherwise.
Refunds are normally made to the original payment method. Your bank, card provider, PayPal or other payment
provider may take additional time to display the credit after we process it.
16. EXCHANGES
We do not guarantee direct exchanges. The usual process is to return the eligible product for a refund and place a new
order. Where stock and circumstances allow, we may agree an exchange, but this is not guaranteed.
17. UNAUTHORISED OR ABUSIVE RETURNS
We may refuse or investigate a return where there is evidence of fraud, substitution, deliberate damage, missing items,
tampered serial numbers, materially different goods, counterfeit return items or misuse of the returns process. This does
not affect legitimate statutory rights.
18. COMPLAINTS
Email support@lunanestuk.com with the subject line "Complaint" and your order number. We aim to acknowledge
formal complaints within two working days and provide a substantive response within ten working days. Complex
courier, supplier, safety or authenticity investigations may take longer, and we will provide updates where reasonably
possible.
19. CONTACT DETAILS
Luna Nest Ltd, trading as Luna Nest
Company number: 16270179
Registered office: 22 Blackwood Grove, Halifax, England, HX1 4RH
Email: support@lunanestuk.com
Telephone: +44 7873 317710
Website: https://lunanestuk.com
MODEL CANCELLATION FORM
Complete and return this form only if you wish to cancel an eligible contract.
To: Luna Nest Ltd, 22 Blackwood Grove, Halifax, England, HX1 4RH; support@lunanestuk.com
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods: ______________________________________________
Order number: ________________________________________
Ordered on: __________________________________________
Received on: _________________________________________
Name of customer(s): __________________________________
Address of customer(s): ________________________________
Date: _______________________________________________