Refund Policy

REFUND AND RETURN POLICY

Last updated: August 21, 2026

We want you and your dog to be happy with your Maison Lunea order. If something is not right, contact us at shopmaisonlunea@outlook.com, and we will make a reasonable effort to help.

1. Our 30-day satisfaction policy

You may request a return or refund within 30 days after delivery.

We may accept:

  • New and unused products
  • Products opened for reasonable inspection
  • Products that were gently tested but did not work for you or your dog
  • Incorrect products
  • Damaged or defective products
  • Leaking products
  • Products materially different from their description

Please provide:

  • Your name
  • Your order number
  • The product involved
  • A short explanation of the issue
  • Photographs where the product arrived damaged, defective, leaking, or incorrect

2. Consumable and hygiene products

For hygiene reasons, opened wipes, foams, mists, balms, and cleaning solutions may not always need to be physically returned.

If you tried a product reasonably and were dissatisfied, contact us within 30 days after delivery. Depending on the circumstances, we may offer:

  • Product-use assistance
  • A replacement
  • Store credit
  • A partial refund
  • A full refund

We may limit satisfaction refunds to one refund per product per household within a 12-month period where reasonably necessary to prevent abuse.

This limitation does not reduce your legal rights concerning defective, unsafe, or materially misdescribed products.

3. Damaged, defective, leaking, or incorrect orders

Contact us as soon as reasonably possible, preferably within seven days after delivery.

If we confirm the problem, we will offer an appropriate replacement or refund at no additional product cost.

We will cover any required return shipping where:

  • We sent the wrong product
  • The product arrived damaged
  • The product arrived defective
  • The product materially differed from its description

Please do not dispose of a damaged or leaking product until we tell you whether it needs to be returned, unless keeping it would be unsafe.

4. Change-of-mind returns

For a change-of-mind return:

  • Contact us within 30 days after delivery
  • Return the product in reasonably resalable condition when possible
  • The customer is normally responsible for return postage
  • Original shipping charges are normally nonrefundable

If an item is inexpensive, opened, or unsuitable for return for hygiene reasons, we may offer another fair resolution rather than requiring you to mail it back.

5. Starting a return

Email shopmaisonlunea@outlook.com before mailing anything.

Include:

  • Your order number
  • The email used to place the order
  • The item you wish to return
  • The reason for the request
  • Photographs where relevant

If a return is required, we will provide:

  • Return authorization
  • The correct return address
  • Packaging instructions
  • A prepaid label when the return is our responsibility

Do not return products directly to the manufacturer or to an address printed on the original parcel unless we specifically instruct you to do so.

Returns sent without authorization or to the wrong address may be delayed.

6. Refund processing

Once a refund is approved, we will submit it to the original payment method within 2–5 business days.

Your bank or card provider may need additional time to display the credit.

We will email you when the refund has been submitted.

7. Maison Lunea VIP membership

Maison Lunea VIP costs $39.95 per month and renews automatically every month until canceled.

You may cancel future VIP renewals at any time by:

There is no cancellation penalty.

Canceling stops future monthly charges. It does not automatically refund a membership period that has already been provided or an order that has already shipped.

8. VIP renewal grace period

If you contact us within 24 hours after a $39.95 monthly VIP renewal charge and the related order or benefit has not entered fulfillment, we will make reasonable efforts to cancel and fully refund the renewal.

If the associated order has already entered fulfillment or shipped, the physical products will be handled under this 30-day Refund Policy.

Nothing in this section limits refund or cancellation rights required by applicable law.

9. Initial VIP enrollment

The initial $39.95 VIP charge may be refunded if:

  • You contact us within 24 hours after enrollment
  • You have not used a VIP discount or benefit
  • No VIP order has entered fulfillment

If you used a VIP discount or received a VIP benefit, we may account for the value of that benefit when determining the refund, to the extent permitted by law.

We will always review the circumstances fairly and explain the resolution.

10. VIP product purchases

Products purchased using a VIP discount remain eligible for our standard 30-day policy unless expressly identified as final sale before checkout.

Refunds are calculated using the amount actually paid after VIP discounts.

Canceling VIP does not reduce your return rights for an eligible product purchased while the membership was active.

11. Bundles, discounts, and free gifts

If you return only part of a bundle, the refund will be based on the amount reasonably attributable to the returned item.

If returning an item causes the remaining order to no longer qualify for a bundle discount, free gift, or promotional offer, we may fairly adjust the refund to reflect what you kept.

A free promotional gift should be returned with the qualifying purchase when reasonably possible. If it is not returned, we may deduct its disclosed value from the refund.

12. Items ordinarily excluded

The following are generally not returnable unless defective, unsafe, incorrect, materially misdescribed, or required by law:

  • Gift cards
  • Personalized or custom-made products
  • Free gifts returned without the qualifying purchase
  • Products substantially used beyond what was reasonably necessary to test them
  • Products damaged through misuse or failure to follow instructions
  • Items clearly identified as final sale before checkout

13. Pet sensitivity or reactions

Every pet is different. Stop using a topical product if your pet experiences an unexpected reaction and consult a veterinarian when appropriate.

Contact us within 30 days with:

  • Your order number
  • The product used
  • A description of what occurred
  • Photographs where appropriate
  • Any relevant known allergies or sensitivities

We will review the matter fairly. Unless required by law or separately agreed in writing, Maison Lunea does not reimburse veterinary expenses.

14. Fair-use policy

Our Refund Policy is designed to be generous to genuine customers.

We may decline or limit requests involving:

  • Repeated returns inconsistent with normal household use
  • Empty containers with no reported defect
  • Products that have been altered or substituted
  • Fraudulent photographs or documents
  • Abusive chargeback activity
  • Unauthorized commercial resale

We will not use this section to avoid legitimate consumer-protection obligations.

15. Contact us

For returns, cancellations, or refunds:

ECOMTARAY LLC Trading as Maison Lunea

Email: shopmaisonlunea@outlook.com Website: https://shopmaisonlunea.com

Please include your order number and the email address used at checkout.