Refund policy

Last Updated: November 20, 2025

This Refund and Return Policy ("Policy") governs all returns, refunds, exchanges, and cancellations for Products purchased from Lune & Line ("Company," "we," "us," or "our"). This Policy is incorporated into and forms part of our Terms of Service. By purchasing Products from us, you agree to be bound by this Policy.

1. Physical Products (Journals)

1.1 Return Eligibility Window

You may request a return of unused, unopened journals within fifteen (15) calendar days from the date you receive your Order ("Return Window"). Returns requested after the Return Window has expired will not be accepted under any circumstances.

1.2 Return Eligibility Requirements

To be eligible for a return, the Product must meet ALL of the following conditions:

·        The Product must be completely unused, unmarked, and unwritten in;

·        The Product must be in its original, unopened packaging with all original tags, labels, and protective materials intact;

·        The Product must be in new, resalable condition without any signs of wear, damage, markings, or alterations;

·        You must provide valid proof of purchase, including Order number, Order confirmation email, or receipt;

·        The Product must not have been purchased as part of a "Final Sale," clearance, or promotional offer that explicitly stated "no returns" at the time of purchase.

IMPORTANT: Due to the personal and intimate nature of journals, we CANNOT and WILL NOT accept returns of any journal that has been opened, written in, marked, damaged, or is otherwise not in new, resalable condition. This policy is strictly enforced without exception.

1.3 Return Authorization Process

All returns must be pre-authorized. You may not return any Product without first obtaining a Return Merchandise Authorization (RMA) number from us. To initiate a return:

1. Contact us at hello@luneandline.com within the Return Window;
2. Provide your Order number, the Product(s) you wish to return, and the reason for the return;
3. Wait for our written authorization and RMA number before shipping any Product back to us;
4. Ship the Product back to the address provided in your RMA authorization using a trackable, insured shipping method;
5. Include the RMA number clearly marked on the outside of the package.

Returns sent without a valid RMA number will be refused and returned to sender at your expense.

1.4 Return Shipping Costs and Responsibility

Customer-Initiated Returns: If you are returning a Product for any reason other than our error (such as change of mind, ordered wrong item, no longer wanted, etc.), you are responsible for all return shipping costs. We do not provide prepaid return labels for customer-initiated returns.

Company Error: If we shipped the wrong Product, shipped a damaged or defective Product, or made another error, we will provide a prepaid return shipping label at no cost to you. You must provide photographic evidence of the error or defect before we issue a prepaid label.

Risk of Loss: You bear all risk of loss or damage to Products being returned until they are received and inspected by us. We strongly recommend using a trackable, insured shipping method. We are not responsible for returned Products that are lost, stolen, or damaged in transit.

1.5 Return Inspection and Processing

Upon receipt of your returned Product, we will inspect it to verify it meets all Return Eligibility Requirements in Section 1.2. This inspection process may take up to seven (7) business days from receipt.

If your return is approved:

·        We will process your refund within five to seven (5-7) business days after approval;

·        Refunds will be issued to your original payment method only;

·        You will receive email confirmation when your refund has been processed;

·        Depending on your financial institution, it may take an additional five to ten (5-10) business days for the refund to appear in your account.

If your return is denied:

·        We will notify you by email of the denial and the reason(s);

·        You may choose to have the Product returned to you at your expense, or you may forfeit the Product;

·        No refund will be issued for denied returns.

1.6 Refund Amounts and Deductions

Approved refunds will be calculated as follows:

·        Product Price: You will receive a refund of the Product purchase price;

·        Original Shipping: Original shipping charges are non-refundable unless the return is due to our error;

·        Return Shipping: Return shipping costs are your responsibility and are non-refundable unless the return is due to our error;

·        Processing Fees: Payment processing fees charged by third-party processors (typically 2.9% + $0.30 per transaction) are non-refundable and may be deducted from your refund;

·        Restocking Fee: We reserve the right to charge a restocking fee of up to 15% of the Product purchase price for customer-initiated returns.

1.7 Exchanges

We do not offer direct exchanges. If you wish to exchange a Product for a different Product:

1. Follow the return process in Section 1.3 to return your original Product;
2. Place a new Order for the Product you want;
3. Upon approval of your return, we will process your refund per Section 1.5.

We cannot guarantee that the Product you wish to exchange for will remain in stock during the return and refund process.

1.8 Damaged, Defective, or Incorrect Products

If you receive a Product that is damaged, defective, or incorrect, you must notify us within seven (7) calendar days of delivery. To report a damaged, defective, or incorrect Product:

1. Contact us immediately at hello@luneandline.com;
2. Provide your Order number and clear photographs showing the damage, defect, or incorrect Product;
3. Do not discard the Product or packaging until instructed to do so;
4. We will review your claim and determine the appropriate resolution, which may include a replacement Product, refund, or partial refund.

Claims for damaged, defective, or incorrect Products made more than seven (7) days after delivery will not be accepted.

1.9 Lost, Stolen, or Undelivered Packages

Carrier Responsibility: Once a Product is delivered to the shipping carrier and a tracking number is generated, risk of loss transfers to you. We are not responsible for packages that are:

·        Lost by the shipping carrier;

·        Stolen after delivery;

·        Delivered to an incorrect address provided by you;

·        Marked as "delivered" by the carrier but not received by you;

·        Damaged by the carrier during transit (you must file a claim directly with the carrier).

Claims Process: If your package is lost or stolen, you must file a claim directly with the shipping carrier. We will provide Order and tracking information to assist with your claim, but we cannot offer refunds or replacements for packages confirmed as delivered by the carrier.

Recommendation: We strongly recommend that you:

·        Provide a secure delivery address;

·        Require signature confirmation for high-value Orders;

·        Purchase shipping insurance for valuable Orders;

·        Track your package and arrange to be present for delivery.

2. Non-Returnable and Non-Refundable Items

The following items are NOT eligible for return or refund under any circumstances:

·        Journals or Products that have been opened, used, written in, marked, or damaged;

·        Products purchased during "Final Sale," clearance, or promotional events that explicitly stated "no returns";

·        Gift cards or store credit;

·        Digital products or downloadable content (if applicable in the future);

·        Products returned without a valid RMA number;

·        Products returned after the Return Window has expired;

·        Customized or personalized Products (if applicable in the future).

3. Sale and Promotional Items

Unless explicitly stated otherwise at the time of purchase, Products purchased during sales, promotions, or with discount codes are eligible for return under the same terms and conditions as regular-priced Products, subject to all requirements in Section 1.

However, we reserve the right to designate certain sale or promotional items as "Final Sale" with no returns or refunds. Such designation will be clearly marked on the Product page and checkout page at the time of purchase.

4. Refused or Unclaimed Deliveries

If you refuse delivery of your Order or if your Order is returned to us as unclaimed or undeliverable due to an incorrect address provided by you, the following terms apply:

·        You are responsible for all original shipping costs;

·        You are responsible for all return shipping costs charged by the carrier;

·        Your refund will be reduced by all shipping costs, payment processing fees, and any applicable restocking fees;

·        We reserve the right to deny refunds for refused or unclaimed packages if we determine the refusal was made in bad faith.

5. Order Cancellations

5.1 Cancellation by Customer

You may cancel your Order only if it has not yet been shipped. Once an Order has shipped, you cannot cancel it and must follow the return process in Section 1 if you wish to return the Product.

To request cancellation:

1. Contact us immediately at hello@luneandline.com with your Order number;
2. We will attempt to cancel your Order if it has not yet been processed or shipped;
3. If we successfully cancel your Order, we will issue a full refund to your original payment method within 5-7 business days;
4. If your Order has already been processed or shipped, cancellation is not possible.

Payment processing fees may be deducted from cancellation refunds depending on the timing of your cancellation request.

5.2 Cancellation by Company

We reserve the right to cancel any Order, before or after acceptance, for any reason including but not limited to:

·        Product unavailability or inventory discrepancies;

·        Pricing or Product description errors;

·        Suspected fraudulent, unauthorized, or illegal activity;

·        Failure to meet payment authorization requirements;

·        Violation of our Terms of Service.

If we cancel your Order, we will notify you by email and issue a full refund to your original payment method.

6. Refund Processing and Timeline

Processing Time: Once a refund is approved, we will process it within 5-7 business days. "Processing" means we have initiated the refund with our payment processor.

Appearance in Your Account: After we process the refund, it may take an additional 5-10 business days (or longer, depending on your financial institution) for the refund to appear in your account. We have no control over this timeline.

Original Payment Method Only: All refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods, accounts, or individuals.

Store Credit: We do not offer store credit or gift cards in lieu of refunds unless explicitly offered by us at our sole discretion.

7. Multiple or Fraudulent Returns

We reserve the right to deny returns or refunds, or to ban customers from future purchases, if we determine in our sole discretion that:

·        A pattern of excessive or abusive returns exists;

·        Products are being returned in used or damaged condition;

·        False or fraudulent claims are being made;

·        Returns are being used to obtain free or temporary use of Products;

·        Any form of return fraud or abuse is occurring.

We may share information about fraudulent or abusive return activity with fraud prevention services, law enforcement, or other merchants.

8. International Returns

If you are located outside the United States:

·        You are responsible for all return shipping costs, customs fees, duties, and taxes;

·        Products must be returned to our United States address;

·        We recommend using a trackable, insured international shipping method;

·        Return processing times may be longer due to international shipping and customs;

·        We are not responsible for any customs seizures, delays, or additional fees incurred during return shipping.

9. Modifications to This Policy

We reserve the right to modify, amend, or update this Policy at any time in our sole discretion. Changes will be effective immediately upon posting to our Website. Your purchase of Products after changes are posted constitutes your acceptance of the revised Policy. The "Last Updated" date at the top of this Policy indicates when it was last revised.

10. Questions and Contact Information

For any questions about returns, refunds, or to initiate a return, please contact us at:

Email: hello@luneandline.com
Required Information: Order number, reason for return/refund, and any relevant details or photographs