Refund policy
Returns
Due to the nature of our products, we do not accept returns for change of mind.
As a food product, our vanilla beans, extract, and paste cannot be resold once they have left our care, and we prioritise quality and safety for all customers.
Damages & Issues
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us within 48 hours of receiving your order at:
info@lunavanilla.com.au
Include your order number and photos (if applicable), and we’ll resolve the issue promptly.
Exchanges
We do not offer direct exchanges.
If there is an issue with your order, please contact us and we will assist with a suitable resolution.
Refunds
Refunds are offered only in the case of:
- Damaged items
- Incorrect items received
Once your claim is reviewed and approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that processing times may vary depending on your bank or payment provider.
Incorrect Address
Please ensure your shipping details are correct at checkout.
We are unable to offer refunds for orders delivered to an incorrect address provided at the time of purchase.
Questions
If you have any questions about your order, you’re always welcome to contact us:
We always aim to be fair and reasonable — if something isn’t right, please reach out and we’ll do our best to help.