Refund policy

Last updated: 9 August 2026

Change-of-mind returns

For hygiene reasons, all hair accessories are treated as hygiene-sensitive products. We do not accept returns or exchanges if you change your mind, choose the wrong colour or size, or no longer want the item.

Please review the product description, colour and approximate size carefully before placing your order. This does not affect your rights under the New Zealand Consumer Guarantees Act 1993.

Handmade variations

Many Luna Dot products are handmade. Slight variations in size, shape, gathering, pattern placement and appearance are part of their handmade nature and are not considered faults, provided the item remains consistent with its product description and overall design.

Colours may also appear slightly different depending on lighting, photography and screen settings.

Damaged, incorrect or missing items

Please inspect your order when it arrives. If an item arrives damaged, incorrect or missing, please contact us within 7 days of delivery where possible so we can assist you promptly.

Please email info.lunadot@gmail.com and include your order number or other proof of purchase, a description of the issue, and clear photographs of the item and packaging where relevant.

The requested seven-day reporting period does not limit your rights under the New Zealand Consumer Guarantees Act 1993.

Faults arising after use

If you believe an item has developed a fault after use, please contact us as soon as reasonably possible with proof of purchase, details of how the item was used and clear photographs of the issue.

We may request further information or ask to inspect the item before determining whether it has a product fault and what remedy is appropriate.

Normal wear and tear, accidental or deliberate damage, misuse, improper care, or damage caused by excessive stretching are not considered product faults.

Returns and remedies

Please contact us before returning any item. Items returned without prior approval may not be accepted.

After assessing the issue, we will provide an appropriate remedy in accordance with New Zealand consumer law. Depending on the circumstances, this may include a repair, replacement or refund.

If a return is required because an item is confirmed to be faulty, damaged, incorrect or not as described, Luna Dot will cover the reasonable return shipping cost.

This policy does not affect your rights under the New Zealand Consumer Guarantees Act 1993.

Return conditions

If we approve a return, we will provide return instructions by email.

Unless the item is faulty, damaged or incorrect, it must be returned unused and in its original condition and packaging. For hygiene reasons, items that have been worn, tried on, washed, altered or damaged after delivery cannot be returned as change-of-mind items.

Please do not send a return before contacting us.

Refunds

We will notify you after the returned item has been received and assessed.

If a refund is approved, it will be issued to the original payment method. Please allow additional time for your bank or payment provider to process and display the refund.

Original shipping charges are not refundable unless the item is faulty, damaged, incorrect or not as described, or unless otherwise required by New Zealand consumer law.

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible at info.lunadot@gmail.com.

We will try to assist if the order has not yet been processed or dispatched, but we cannot guarantee that changes or cancellations will be possible.

Contact us

If you have questions about a return, refund or order issue, please email info.lunadot@gmail.com and include your order number.

Luna Dot Ltd
Trading as Luna Dot
Website: https://lunadot.co.nz