It’s important to us that you’re happy with your purchase. If you’re not totally satisfied you can return it within 10 days*. We will give you a full refund by the same method as your original payment for products that are returned with proof of purchase in new and unused condition and, if possible, the packaging. You can return any product, even if you assembled it, as long as it’s in re-saleable condition. Unless faulty, we may refuse the return or offer an exchange or gift card only if the returns criteria are not fully met. If you purchased online and change your mind, provided you cancel your total order within 14 days of receiving it, we will also refund your delivery charge.
The terms and conditions set out in this returns policy apply to all goods purchased from an Loona Group store in the UK & IE.
Your right to cancel 
It’s OK to change your mind and it’s important to us that you’re happy with your Loona Group purchase. If you’re not totally satisfied you can return it within 10 days. Return new and unused items, and if possible, the packaging with proof of purchase for a full refund. This policy is in addition to your statutory rights. Your local Loona Group store reserves the right to refuse a refund and offer an exchange or Loona Group gift card only if the return criteria is not fully met.

How to return an item
Come into the store with the item you wish to return together with your proof of purchase.
Your consumer rights
This returns policy does not take away any statutory rights you may have.
  • Refunds will be provided based on the service definitions on the specific service selected at payment; please review your service definition.
  • All refund claims can be made via Live Help
    • Your Loona Group reference number
    • If a service failure; your parcel tracking number will be required.
  • Please note that refunds can’t be processed for any consequential loss.
  • Refunds will take two working days to process as all refunds have to undergo a process to ensure that no collection took place.
  • You have a maximum of 28 days from the date the order was placed to request a refund.
It takes time for you and your new product to get used to each other. That’s why we give you 15 days to be sure you’re compatible. If the chemistry isn’t right, simply come back and choose another product*.
Loona Group allows you to choose among three standardized cancellation policies that we will enforce to protect you. You will be able to see the number of reservations a guest has canceled over the previous 12 months when the guest submits a request to book.