Return & Refund Policy
Confidence Should Continue After Checkout
At Gemiluna™, we want you to feel comfortable not only when choosing a new piece, but also if you later decide that an eligible item needs to be returned. This policy explains our return window, return conditions, exchange approach, and refund process in a simple and transparent way.
30 Days to Request an Eligible Return
Eligible return requests may be submitted within 30 days after delivery. To help protect the condition of our apparel, returned merchandise must meet the requirements described below before a refund can be approved.
30-Day Window
Request an eligible return within 30 days after delivery.
Original Condition
Apparel should remain unworn, unused, unwashed, and unaltered with original tags where applicable.
Original Payment
Approved refunds are generally returned to the original payment method.
1. Return Eligibility
To qualify for a standard return, the item should be returned in a condition suitable for review and resale.
- The return request must be made within 30 days of delivery.
- The garment must be unworn, unused, and unwashed.
- Original tags should remain attached where applicable.
- The product should be returned with its original packaging.
- Valid order information or proof of purchase is required.
- Merchandise should be free from stains, perfume, makeup, alterations, washing damage, or other signs of wear.
2. How to Request a Return
Please contact our customer service team before sending merchandise anywhere. This allows us to review the request and provide the correct return instructions.
Contact Us
Email service@gemiluna.com and include your order number and the item you would like to return.
Wait for Review
Our team will review the information and confirm whether the return is eligible under this policy.
Follow Instructions
If approved, you will receive the applicable return destination and any additional shipping instructions needed for your package.
Merchandise sent without first contacting Gemiluna™ and receiving return authorization may not be accepted or processed.
3. Damaged, Defective, or Incorrect Items
Please inspect your purchase shortly after it arrives.
If you receive an item that appears damaged, defective, or different from what you ordered, contact us as soon as possible at service@gemiluna.com.
To help us review the issue efficiently, please include your order number, a short description, and clear photographs of the item and packaging when relevant.
4. Items That May Not Be Returned
Certain merchandise may be excluded from standard returns for hygiene, customization, final-sale, or condition-related reasons.
Non-Returnable Categories
- Customized or personalized merchandise
- Gift cards
- Items clearly marked as final sale
- Intimate or hygiene-sensitive apparel where return restrictions apply
Condition-Based Exclusions
- Worn or washed garments
- Items with removed tags where tags were originally included
- Altered merchandise
- Items showing stains, fragrance, makeup, or customer-caused damage
Original shipping charges are generally non-refundable unless the return results from an error on our part or applicable law requires otherwise.
5. Exchanges
Because clothing sizes, colors, and styles may change in availability, we generally recommend completing an eligible return for the original item and placing a separate order for the preferred replacement.
This approach helps prevent delays while waiting for an exchange item to remain available.
6. European Union – 14-Day Withdrawal Right
If your purchase is covered by European Union consumer rules, you may have a statutory right to withdraw from an eligible distance purchase within 14 days, subject to applicable legal exceptions.
Where this right applies, qualifying merchandise should generally be returned with appropriate care and in accordance with the return instructions provided by our customer service team.
This statutory right operates separately from Gemiluna™'s standard 30-day return policy.
What Happens After Your Return Arrives
Once an authorized return is received, the merchandise will be reviewed. We will notify you regarding the outcome of the inspection and the status of the refund.
7. Refund Timing
Once a refund has been approved, please allow up to 10 business days for processing.
Banks, card issuers, and payment providers may need additional time to post the funds to your account after Gemiluna™ has completed the refund.
If more than 15 business days have passed since you were notified that your refund was approved, please contact us at service@gemiluna.com.
8. Return Destination
Please do not automatically send return merchandise to the registered company address.
Depending on the order and fulfillment location, an approved return may need to be sent to a designated processing facility. The correct return destination will be provided by our customer service team after your request is approved.
Shenzhen Suoyuan Selected Smart Technology Co., Ltd.
Room 503, No. 603 Jihua Road
Bantian Community, Bantian Street
Longgang District, Shenzhen
Need Help With a Return?
For return eligibility, damaged items, refund questions, or return instructions, contact service@gemiluna.com . Please include your order number so our team can review your purchase more efficiently.