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Complaints

Luna Fashion House dedicates great attention to the quality of its products. If it happens that you still have some complaint, we are there to solve it in the most efficient way.

Note: The product photos are just illustrative, so they do not always have to match actual products in all details. Due to the ability to individually adjust the monitor or display on a mobile device, we cannot guarantee the full colour equivalence of our colour products, as you see them as our user on the screen of your monitor or mobile device. Please note that in such cases, the complaint is not justified.

 

Complaint Procedure

If you have a complaint, a reclamation, an objection or want to make a return of the purchased item, the procedure is simple:

1. Please fill out the form. You can download it here.

2. Fill in the form and submit it to the email address webshop@fashion-luna.com. Please attach the scan / photocopy of the invoice / delivery note provided with the product. If the product you purchased has a defect / damage or is non-compliant, please submit photos that illustrate it attached to the form, in order to quickly and efficiently resolve the complaint process. Please understand that in some cases some additional information, scan of a document or photos may be required.

3. You will receive a receipt from us with the number under which it is registered in our registry. This is the number to track the status of your complaint.

4. Your complaints will be processed as soon as possible, and we will notify you of the decision on your complaint in writing.

5. Please give statement in writing to our proposal for a reclamation solution. Upon receipt of the statement, the operator will inform you of the remaining steps for the successful realization of the complaint.

6. After you return the item to which we are filing a complaint, we will send you either a repaired item or new item or replacement item for which you have opted or the correct size if you have received, by a mistake, another size or in the event that the article is no longer available and you do not want delivery of another item from our product range, you will be refunded.

When preparing an item for return, please pack it properly in the original packaging in which you received it, so that there will be no damage in the transport.

Please do not attempt to personally leave or exchange your item in any of the Luna retail stores.

Returning personally to any of the Luna retail stores is possible only and exclusively if you want to replace your item for the same model in other size.

Conditions for Filing a Complaint, Claim or Objection

You have the right to complaint, claim or objection in the following cases:

1. If you received the shipment and after opening the box, you find out that the delivered goods do not correspond to the ordered, either by type, quantity or size.

2. In case the accompanying documentation (invoice) is not appropriate in any segment.

3. If it is clearly visible on the product that it has a damage / defect, and that the defect was not incurred by improper use, i.e. the handling in accordance with the stated in the accompanying declaration, but that there has been a manufacturing, packaging or transport irregularity.

4. In the event of non-conformity within the meaning of Article 52 of the Consumer Protection Act, and as a buyer, you handled the goods in accordance with the rules defined in the declaration of each individual product.

Please contact us and notify us on the complaint in the shortest possible time and at the latest within 48 hours of the receipt of the shipment. You can contact us at webshop@fashion-luna.com, or call us at +381 (0) 12 719 52 47 during the period from 08:00 - 15:00 every working day.

Important: By confirming the order, by clicking on the CONFIRM button, you agree to the terms of the complaint.

Note: If you are not able to fill in the online form, please fill out all the information from the form in writing and submit it with the required attachment of the invoice / delivery note to the address Fashion house Luna, Baje Sekulica bb, 12000 Požarevac.