1. Introduction

Welcome to Luna Care’s Online Store! By accessing or using our website, you agree to these Terms & Conditions. Please read them carefully. Our online store is fulfilled by Printful, a third-party provider responsible for printing, packing, and shipping your orders. As we are a middleman, we do not hold inventory or stock.

2. General Terms

• Account Responsibility: If you create an account, you are responsible for maintaining the confidentiality of your account details and for all activities that occur under your account.
• Age Restrictions: You confirm that you are at least 18 years old or that you have consent from a parent or guardian to use this site.

3. Products

• Product Information: All products listed on the Luna Care Online Store are made-to-order and fulfilled by Printful. As a result, we do not hold inventory or stock. Product images and descriptions are for illustrative purposes and may vary slightly from the final product due to production processes.
• Customisation: Any customisation requests made by you during the order process are handled by Printful. Once an order is placed, customisations cannot be changed or cancelled.

4. Pricing

• Price Accuracy: All prices are in GBP (£) and include applicable taxes, unless otherwise specified. Prices may change without notice.
• Currency: All transactions are processed in GBP (£).

5. Orders

• Order Confirmation: After placing your order, you will receive an email confirmation. This is not an acceptance of your order; the order is confirmed once processed and fulfilled by Printful.
• Payment: We accept payments through credit/debit cards and other online payment methods (e.g., PayPal). Payment is required before your order is processed.
• Order Modifications: Due to the nature of our fulfilment process with Printful, once an order is placed, it cannot be modified or cancelled.

6. Shipping and Fulfillment

• Shipping Times: Orders are fulfilled and shipped by Printful. Processing time for custom-made products typically takes 3-7 business days, with shipping time depending on your location. The shipping time can be estimated as follows:
  • UK: 3–5 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days
• Shipping Charges: Shipping fees are calculated during checkout based on your shipping address and the items in your order.
• International Shipping: We ship internationally to select countries. Additional taxes, duties, and customs fees may apply based on your location. These fees are not controlled by Luna Care and are assessed by your local customs office.
• Customs Fees: An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely by country, so please check with your local customs office to see if they apply duties and taxes to your purchases.
• Delays: We are not responsible for any shipping delays that may occur due to factors outside of our control, such as postal or customs delays. If the shipping address was correct and the package wasn’t left at the post office or with your neighbour, please contact us for assistance.

7. Returns and Exchanges

• Return Policy: We do not offer returns or exchanges. However, if there is something wrong with your order, please contact us at [email protected] to help resolve the issue.
• Damaged Products: If you receive a damaged product, please email us at [email protected] within 7 days of receiving your order with photos of the damaged product, your order number, and any other relevant details. We will work with Printful to provide a resolution, which may include a replacement or refund.
• Incorrect Items: If you receive the wrong item, please contact us immediately at [email protected]. Photos of the incorrect item will be required to expedite the process.

8. Cancellations

• Order Cancellations: Orders can only be cancelled within 1 hour of placing the order. After that, orders are automatically sent to Printful for production and cannot be cancelled.

9. Privacy and Data Protection

• Privacy Policy: We respect your privacy and will not share your personal information with third parties, except for the purposes of fulfilling your order or where required by law. For more information, please refer to our Privacy Policy.
• Security: We use secure payment processing systems, but we encourage you to take steps to protect your account and information.

10. Intellectual Property

• Content Ownership: All content on the Luna Care online store, including logos, images, and designs, is owned by Luna Care or its licensors. You may not reproduce, distribute, or use this content without permission.
• User-Generated Content: If you submit designs or other content for products, you grant Luna Care a license to use that content to fulfil your order.

11. Limitation of Liability

Luna Care is not liable for any indirect or consequential damages resulting from the use or inability to use the products or services offered. This includes, but is not limited to, issues related to product defects, shipping delays, or errors in production by Printful.

12. Changes to Terms

We reserve the right to modify these terms and conditions at any time. All changes will be posted on this page, and it is your responsibility to review them periodically. By continuing to use the website after any changes are made, you agree to the updated terms.

13. Governing Law

These terms and conditions are governed by the laws of the United Kingdom. Any disputes relating to these terms will be handled in the courts of the United Kingdom.

14. Luna Care Gift Card

The purchase, use, or possession of a Luna Care gift card (“Gift Card”) constitutes acceptance of the following terms and conditions:

• Validity and Expiry
  Each Gift Card is valid for a period of 12 (twelve) months from the date of purchase, as shown on the confirmation receipt. After this period, any unused balance will automatically expire and cannot be redeemed, refunded, extended, or transferred under any circumstances.

• Redemption Process
  Gift Cards are redeemable only for services provided directly by Luna Care and cannot be used for third-party services or purchases.
  To redeem, the Gift Card must be scanned by Luna Care, either:

  • In person, at the time of service; or

  • Remotely, by sending a clear photo of the barcode to [email protected] or via WhatsApp.
    Cards that are unreadable, damaged, or illegible may not be honoured.

• Partial Use and Balance
  Where a service costs less than the Gift Card value, the remaining balance will remain available until the expiry date. Any balance not used by the expiry date will be forfeited. If the service exceeds the Gift Card value, the customer must pay the outstanding amount at the time of booking.

• Non-Refundable and Non-Exchangeable
  Gift Cards are non-refundable, non-exchangeable, and cannot be redeemed for cash in whole or in part. They cannot be used to purchase additional gift cards or applied to previous bookings or invoices.

• Lost, Stolen, or Misused Cards
  Luna Care accepts no liability for lost, stolen, damaged, or unauthorised use of Gift Cards. Possession of the barcode constitutes control of the card. Customers are advised to keep their barcode secure. No replacements will be issued.

• Service Fee
  A 5% service fee is added at checkout. This charge covers processing fees and helps ensure Luna Care receives the full face value of your gift. As a small business, this support is appreciated and directly contributes to the continuation of our services.

• Limitations of Use
  Gift Cards may not be used in connection with any unlawful or fraudulent activity. They cannot be sold, resold, or used for promotional purposes without written permission. Redemption is subject to availability of services and adherence to Luna Care’s booking policies.

• Modification of Terms
  Luna Care reserves the right to change these Terms & Conditions at any time without notice, in line with operational or legal requirements. Such changes will not affect existing cards unless required by law.

• Governing Law
  These terms shall be governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising in connection with the use of a Luna Care Gift Card will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Us

For any questions or concerns regarding these terms and conditions, please contact us at [email protected]