Refund policy

Last modified: 1st January 2026

30-Day Returns

We offer an additional 30-day change-of-mind return window from delivery, subject to the exclusions below, including all Meinl products. This voluntary policy is in addition to your statutory consumer rights.

To qualify under this additional policy, items must be:

  • Unused

  • In original condition

  • Returned with proof of purchase

To request a return, email hello@lunapanther.co.uk.

Your statutory cancellation rights

For eligible online consumer purchases, you may cancel without giving a reason by notifying us within 14 days after receiving your goods. You then have a further 14 days to send them back. Email hello@lunapanther.co.uk to tell us you wish to cancel.

You may unpack and inspect goods as you reasonably would in a shop. Original packaging is not an absolute condition of exercising these rights. We may make a lawful deduction for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Meinl products — no discretionary change-of-mind returns

We do not accept discretionary change-of-mind returns, exchanges or credit requests for any Meinl product, including products made of or containing glass or crystal. Meinl products are excluded from our additional 30-day returns policy. Once any applicable statutory cancellation period has ended, we will not accept a return simply because you have changed your mind, ordered the wrong item or no longer want the product.

For Meinl glass and crystal products, this firm discretionary policy reflects our concerns about breakage and hidden damage, including microfractures, during repacking and return transport.

Your statutory cancellation rights still apply. For eligible online consumer orders, including goods dispatched directly by a manufacturer or supplier, you may cancel without giving a reason by notifying us within 14 days after the day you receive the goods. You then have a further 14 days to send them back. Email hello@lunapanther.co.uk to cancel. The exclusion above does not remove these rights.

This exclusion applies only to orders placed after publication of these terms. Any more generous return terms agreed at purchase remain in place.

Damaged or faulty goods: reporting and photographs

If an item arrives damaged, is faulty, is not as described or is unfit for purpose, contact hello@lunapanther.co.uk promptly with your order number and a description of the problem. Where safe and reasonably possible, take and submit clear photographs of the whole item, the damage, the internal packaging, the outer carton and the delivery label. Keep the item and packaging safely while we assess your report, where practical.

If photographs are unavailable or cannot show the fault, tell us so that we can consider other reasonable evidence or arrange an inspection. Missing photographs do not automatically invalidate a claim, and our reporting request does not create an extra deadline for exercising your statutory rights.

We will provide the remedy required by law, including a refund where you are legally entitled to one, and arrange collection or cover reasonable return costs where required. Please contact us for safe packing and return arrangements.

Return Postage

If your item is faulty, damaged or incorrect, Luna Panther will arrange collection or cover reasonable return costs as required by law.

For change-of-mind returns, you are responsible for the direct return costs where we informed you of this before purchase and have not agreed to pay them. We recommend a suitable tracked service and retaining proof of posting. Please contact us for the correct return address and packing guidance. Pack goods securely, preferably in their original protective packaging or an equally protective alternative. Original packaging is not a condition of statutory cancellation.

Earrings (Hygiene Policy)

Earrings are excluded from our additional change-of-mind policy. Statutory cancellation rights are only excluded on hygiene grounds where the legal exception for sealed goods applies and the goods have been unsealed after delivery. Your rights for faulty, damaged or misdescribed goods remain unaffected.

Refunds

Refunds are made to the original payment method unless otherwise agreed, without a refund fee. For statutory cancellations, we refund without undue delay and within 14 days of receiving the goods back or, if earlier, receiving evidence that you sent them back. If we offer to collect the goods, the refund is due within 14 days of your cancellation notice.

Where required by law, we also refund the standard outward delivery charge. Any extra amount you chose to pay for premium delivery need not be refunded for a change-of-mind cancellation. For a valid rejection of faulty goods, refunds are made without undue delay and within 14 days of agreeing that you are entitled to a refund. Other refunds under our additional 30-day policy are issued within 14 days of receiving the return.

Natural Variations

Crystals and natural materials vary in colour, pattern and formation. These variations are not considered faults.

Other exclusions from our additional returns policy

Our additional change-of-mind policy does not cover perishable goods, custom or personalised products, personal care goods, hazardous materials, flammable liquids or gases, sale items or gift cards. These exclusions do not remove any statutory cancellation rights or remedies for faulty or misdescribed goods. Please contact us if you have questions about a particular item.

Exchanges
For eligible items, contact us before arranging an exchange. Meinl products are excluded from discretionary exchanges. Your statutory rights are unaffected.