Refund Policy

At Zaya Luna, we want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your order, we are here to help.

1.1 Return Eligibility

You may request a return within 30 days of receiving your order, provided the following conditions are met:

- The item is unused, unworn, and in its original condition.

- The item is in its original packaging with all tags attached.

- The item is not a final sale, clearance, or custom-made product.

- Proof of purchase (order confirmation or receipt) is provided.

1.2 Non-Returnable Items

The following items cannot be returned or exchanged:

- Gift cards and vouchers.

- Intimate or sanitary goods (e.g., underwear, swimwear, earrings).

- Personalised or custom-made items.

- Items marked as final sale or clearance.

- Items that have been altered, washed, or damaged by the customer.

1.3 How to Initiate a Return

To start a return, please contact our customer service team at info@zayaluna.com with your order number and the reason for the return. We will provide you with a return shipping label and instructions within 2 business days.

1.4 Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to a defective or incorrect item. In such cases, we will provide a prepaid return label at no extra cost.

1.5 Refund Process

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days and credited to your original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.

1.6 Exchanges

We currently do not offer direct exchanges. If you would like a different size, colour, or product, please return the original item for a refund and place a new order.

1.7 Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, please contact us at info@zayaluna.com within 7 days of delivery. Include your order number and photos of the issue. We will arrange a free return and send a replacement or issue a full refund.