Return & Refund Policy

Return & Refund Policy

Last Updated: 01 April 2025

 

Thank you for choosing Lune & Brush! We specialize in creating high-quality, hand-painted pet tumblers that are custom-made just for you. Due to the personalized nature of our products, please read this policy carefully to understand our approach to refunds and replacements.

 

1. No Returns for Personalized Products
Because our pet tumblers are custom-made with hand-painted designs based on your specific pet, we are unable to accept returns for reasons such as:

  • Changing your mind about the purchase.
  • Ordering the wrong size, or design.
  • Disliking the artistic style or interpretation of the pet design.

We strongly recommend reviewing all details (e.g., tumbler size, and pet photo) before placing your order, as these products are uniquely created for you and cannot be resold.

 

2. Satisfaction Warranty

At Lune & Brush, your happiness is our priority. We’re committed to ensuring you love your custom pet tumbler. As part of our Satisfaction Warranty:

  • Full Refund for Unsatisfactory Products: If you’re not completely satisfied with your tumbler due to issues with the quality of the tumbler itself (e.g., poor material quality, such as a tumbler that leaks, cracks easily, or has a faulty lid), you are eligible for a full refund. This does not apply to dissatisfaction with the artistic interpretation of your pet, as this is a subjective matter.
  • Free Replacement for Damaged or Defective Items: If your tumbler arrives damaged or defective (e.g., cracked, chipped, or with manufacturing defects), we will provide a free replacement within 30 days of purchase.

Note: The Satisfaction Warranty applies only to issues with the tumbler’s quality or defects, not to the custom artwork, as the hand-painted design is a subjective, artistic interpretation based on the photo you provide.

 

3. Refund or Replacement Eligibility

You may be eligible for a refund or replacement under the following conditions:

  • Defective or Damaged Items: If your tumbler arrives damaged (e.g., cracked or broken during shipping) or has a manufacturing defect (e.g., faulty lid or material issues), you are eligible for a replacement or refund.
  • Incorrect Item: If you receive a tumbler that does not match your order (e.g., wrong tumbler size), you are eligible for a replacement or refund. This does not apply to the custom artwork itself, as the design is based on the pet photo you provided.
  • Timeframe: You must contact us within 30 days of purchase (or receipt, if delivery times vary) to be eligible for a refund or replacement. After 30 days, we are unable to offer refunds or replacements.

4. Refund or Replacement Process

  • Contact Customer Support: Email us at support@luneandbrush.com with your order number and a clear description of the issue. Please attach photos or videos showing the defect, damage, or incorrect item for verification.
  • Verification & Approval: Our team will review your request. If we confirm the issue (e.g., damage, defect, or incorrect item), we will offer a replacement or refund—no physical return required.
  • Refund Timeline: If you opt for a refund, please allow up to 10 business days for your bank or credit card company to process it after our approval. If more than 15 business days have passed since approval and you haven’t received your refund, please contact us again.
  • Replacement Shipping: If you choose a replacement, we’ll ship a new tumbler at no additional cost. Shipping times may vary depending on your location.

5. European Union 14-Day Cooling-Off Period

If your tumbler is shipped to the European Union, you have the right to cancel your order within 14 days for any reason, as long as the product is unused and in its original packaging. However, because our tumblers are personalized, this right does not apply unless the tumbler is defective, damaged, or incorrect (as outlined in Section 3). You must contact us within the 14-day window and provide proof of purchase. We will evaluate your request and issue a refund or replacement if it meets our policy terms.

 

6. Sale Items and Gift Cards

  • Sale Items: We do not accept refunds or replacements for sale or clearance items unless they are defective or damaged.
  • Gift Cards: Gift cards are non-refundable and cannot be exchanged for cash.

 

7. Potential Fraud or Abuse

We reserve the right to decline a refund or replacement if we believe a claim may be fraudulent or if there is evidence of policy abuse. We may request additional information or verification if needed.

 

8. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our practices or for legal reasons. Updates will be posted on this page with a revised “Last Updated” date. We encourage you to review this page periodically.

 

9. Contact Us

If you have any questions about this Return & Refund Policy or need assistance, please reach out to us at:

Lune & Brush
Email: support@luneandbrush.com


We value your satisfaction and are here to help—please don’t hesitate to contact us if you need any assistance!