Refund policy

Refund Policy

We want you to be happy with your lamp. We also know that buying something handmade online means taking a small leap of faith, so here is exactly how returns work.

RETURN WINDOW

Luna's Dragon Den accepts returns and exchanges of items purchased on our website within 30 days of delivery, subject to the conditions below. Items cannot be returned or exchanged more than 30 days after delivery.

HANDMADE VARIATION — PLEASE READ BEFORE YOU ORDER

Every lamp is made by hand, one at a time. The wood grain, the pattern of the resin, the placement of the moss and the tiny details of the scene are never identical between two pieces. Small natural variations in colour, grain and finish are part of what makes each lamp unique — they are not defects and are not grounds for a refund.

What we do stand behind: a lamp that arrives broken, damaged in transit, incomplete or not working. See "Damaged, defective or incorrect items" below.

CONDITION — PLEASE READ BEFORE YOU OPEN IT

The lamp is a solid resin and wood piece and it is fragile. Please keep the original box and all protective packaging until you are sure you are keeping it — a return can only be accepted if the lamp comes back in that original protective packaging, undamaged.

Returns are accepted only for lamps that are unused, undamaged and complete, with all packaging and accessories included.

RETURN CONDITIONS

To be accepted, a return must meet all of the following:
- the lamp is unused and undamaged, with no scratches, chips, marks or residue;
- the LED base and USB cable are included and unused;
- all original packaging and protective inserts are included;
- you can provide your order number or the order confirmation email.

Any sign of use or damage will invalidate the return.

HOW TO START A RETURN OR EXCHANGE

E-mail lunasdragonden.customer@outlook.com with your order number and the reason for the return or exchange. We will reply with instructions. Please do not send anything back before you have received those instructions — unannounced returns cannot be processed.

Once a return is approved, please send the item back within 14 days.

RETURN SHIPPING

You are responsible for the cost of return shipping and for packaging the lamp securely in its original protective packaging. We recommend a tracked service, as we cannot guarantee that we will receive an untracked return. Items damaged in return transit may have their refund reduced or refused.

REFUNDS

Once your return is received and inspected we will e-mail you to confirm that it has arrived and whether the refund has been approved or rejected. Approved refunds are issued to your original payment method, normally within 14 days of us receiving the item.

LATE OR MISSING REFUNDS

Banks and card providers usually need a further 2–3 business days to post a refund. If more time than that has passed and you still have not seen it, e-mail us at lunasdragonden.customer@outlook.com and we will look into it.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or incorrect, e-mail lunasdragonden.customer@outlook.com within 48 hours of delivery with a photo of the item and the packaging. We will arrange a free replacement or a full refund at no cost to you.

Please report it within that 48-hour window. We use the carrier's delivery timestamp when reviewing damage claims, and claims raised long after delivery may not be possible to honour.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the return once the item has been received and inspected. Follow the same steps above to start the return.

EXCLUSIONS

We cannot accept returns of items that have been used or displayed in a way that has marked or damaged them, items returned without their original protective packaging, or items damaged by handling contrary to the care instructions.

FEEDBACK

We would love to hear your feedback, questions or concerns. E-mail us at lunasdragonden.customer@outlook.com — we read everything.