This Return and Refund Policy details the structured procedures regarding cancellations, withdrawals, and refunds for transactions completed on www.basketluna.com. The brand basketluna is the official operating brand of www.basketluna.com.
Our procedures are formulated to align with the regulatory requirements of XXX and the applicable consumer rights frameworks within the European region.
1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)
Under applicable European consumer laws, customers residing in the European region possess a statutory right to withdraw from their purchase agreement without providing a reason.
Timeline: This right of withdrawal remains active for 14 days from the date on which you, or a designated third party (other than the carrier), acquire physical possession of the goods.
Notification: To exercise this right, you must notify us of your decision through a clear, written statement sent to our customer care team via email at hanging@basketluna.com before the 14-day window expires.
Return Address: For returns initiated under the statutory right of withdrawal, items must be dispatched to our designated European logistics address:
Return Destination: XXX
Return Conditions: Items must be dispatched back to our facility without undue delay and no later than 14 days from the date you communicate your withdrawal. The customer is responsible for the direct shipping costs associated with returning the items. Returned products must remain in their original condition and packaging.
2. Defective, Damaged, or Incorrect Deliveries
We maintain high standards of quality control during internal packaging and dispatch. However, if an item arrives with structural defects or physical damage, we provide a streamlined resolution process:
Reporting Damage: Please contact our customer support team at hanging@basketluna.com within 14 days of receiving the package.
Required Documentation: To facilitate a swift assessment, please provide your order reference details along with photographic evidence clearly displaying the damage or defect.
Resolution: Once our team verifies the issue from the provided photos, we will coordinate either a full refund of the purchase amount or arrange a replacement dispatch. You are not required to return the damaged item to our facility.
3. Shipping, Non-Delivery, and Transit Inquiries
Our products are dispatched directly from our internal facilities using priority services in partnership with recognised international carriers, including DHL, FedEx, and UPS.
Standard Transit Timeline: Delivery to European destinations typically takes 6 to 10 working days.
Automated Tracking Notifications: Automated tracking updates will be sent to the email address provided at checkout at three key milestones:
Upon parcel dispatch from our facility.
Upon arrival at the regional logistics or distribution hub.
Upon final assignment to the local courier for delivery.
Extended Transit Enquiries: If a shipment is not delivered within the standard 10-working-day window, our administrative team will initiate an official investigation with the carrier. Depending on the factual findings of the inquiry, we will issue a complete refund or arrange a replacement shipment.
4. Refund Processing and Accepted Payment Methods
Approved refunds are systematically credited back to the original payment method used during checkout.
We accept and process transactions utilizing the following authorised payment instruments:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Authorised Digital Wallets
Once our team processes a refund, the transaction details are transferred to the financial institutions immediately. Please allow standard banking processing timelines (typically 3 to 10 working days, depending on your specific card issuer or payment provider) for the credit to appear on your statement.
5. Contact Details
For formal inquiries concerning cancellations, returns, or refund statuses, please contact us directly:
Website: www.basketluna.com
Operating Brand: basketluna
Email: hanging@basketluna.com
Corporate Address: XXX