Refund policy
Return & Refund Policy
Last Updated: September 16, 2026
At Lunelle Willow Craft, we value thoughtful craftsmanship and want every order to reach customers in the condition expected. We recognize that a product may occasionally not be suitable for its intended purpose or may arrive damaged, defective, incomplete, or different from the item ordered.
This Return & Refund Policy establishes the conditions and procedures for eligible returns, exchanges, replacements, and refunds.
1. Return Period
Customers may request an eligible return within 30 days after the confirmed delivery date.
For a standard return, merchandise should generally:
Remain unused except for reasonable inspection.
Be in substantially original condition.
Include applicable components, accessories, inserts, and instructions.
Retain relevant labels and packaging where reasonably available.
Be free from customer-caused damage, stains, odors, or contamination.
Not have been cut, painted, glued, engraved, assembled permanently, or otherwise materially altered.
Be associated with a valid Lunelle Willow Craft order.
Verified defects, transportation damage, incorrect products, and fulfillment errors may be reviewed separately from ordinary preference-based returns.
2. Contact Us Before Returning Merchandise
Before shipping a product back, email magi@lunellekitchen.store.
Please provide:
Your full name.
Order number.
Product involved.
Reason for requesting the return.
Photographs or video when reporting damage, defects, incorrect merchandise, or missing components.
We will review your request and provide the appropriate return instructions when applicable.
The business address listed in this policy should not be treated as an automatic return address. Please use only the return destination specifically provided or confirmed by Lunelle Willow Craft.
3. Returns for Personal Preference
If you receive the correct merchandise but decide that it does not suit your intended project, space, or personal preference, you may request an eligible return during the 30-day period.
Preference-based reasons may include:
Color.
Size.
Style.
Pattern.
Material.
Finish.
Texture.
Design.
Products must remain within the applicable return-condition requirements.
Customers generally pay return shipping costs when the return is based solely on personal preference.
4. Inspect Before Starting a Project
Please examine merchandise before permanently changing or incorporating it into another product or project.
Where applicable, check:
Dimensions.
Quantity.
Color.
Pattern.
Material.
Finish.
Included pieces.
Product variation.
If you discover a problem, contact Lunelle Willow Craft before cutting, gluing, painting, sewing, drilling, or otherwise materially altering the product whenever reasonably possible.
5. Handmade and Artisan Characteristics
Certain products may feature handcrafted or individually finished characteristics.
Reasonable differences may occur between pieces, including variations in:
Grain.
Texture.
Pattern placement.
Shape.
Surface finish.
Tone or shade.
Minor dimensions.
Small variations inherent to handcrafted production or natural materials are not automatically considered manufacturing defects.
If you believe a variation materially affects the product or differs substantially from its description, contact us with photographs for evaluation.
6. Natural Materials
Products incorporating wood, natural fibers, woven materials, stone, or other naturally varying materials may not be visually identical from one piece to another.
Natural characteristics such as grain, knots, texture, or subtle shade differences may occur.
Damage caused after delivery by excessive moisture, heat, improper storage, misuse, or care inconsistent with available instructions may affect return eligibility.
7. Craft Materials That Have Been Altered
Standard preference-return eligibility may be restricted once merchandise has been permanently changed.
Examples include products that have been:
Cut.
Painted or stained.
Glued.
Sewn.
Drilled.
Engraved.
Permanently assembled.
Attached to another item.
Incorporated into a craft project.
Verified defects or Lunelle Willow Craft fulfillment errors will be considered separately.
8. Kits and Multi-Piece Products
Products sold as kits or multi-piece sets should generally be returned complete for an ordinary preference-based return.
All applicable pieces, tools, accessories, and instructions should be included.
If only one component arrives damaged, defective, incorrect, or missing, contact us before returning the complete set.
Where practical, we may provide an individual replacement component.
9. Customized Products
Merchandise made or modified specifically according to customer instructions may have limited change-of-mind return eligibility.
This can include products involving:
Personalization.
Custom engraving.
Customer-selected measurements.
Special cutting.
Customer-requested finishing.
Other individualized modifications.
This restriction does not automatically eliminate remedies if customized merchandise arrives defective, damaged, or materially different from the approved order.
10. Shipping Damage
Please inspect your shipment shortly after delivery.
If merchandise arrives broken, crushed, torn, wet, or otherwise materially damaged during transportation, contact magi@lunellekitchen.store promptly.
We may request photographs showing:
The entire product.
Close-up views of the damage.
Outer shipping packaging.
Internal protective materials.
Shipping label.
Please retain relevant packaging during the initial review whenever reasonably possible.
Once verified, Lunelle Willow Craft may provide a replacement, replacement component, eligible refund, or another appropriate resolution.
11. Manufacturing Defects
If you believe merchandise contains a manufacturing or functional defect, contact us with a clear description of the problem.
Depending on the product, we may request photographs, video, measurements, labels, or other reasonable supporting information.
Normal natural variation, ordinary wear, customer alteration, misuse, or accidental damage is not automatically considered a manufacturing defect.
If a qualifying defect is confirmed and a physical return is required, reasonable authorized return shipping will be covered by Lunelle Willow Craft.
12. Incorrect Merchandise
If you receive merchandise that does not match your order confirmation, contact us before substantially using or altering it.
This may include receiving an incorrect:
Product.
Size.
Color.
Pattern.
Material.
Finish.
Variation.
Quantity.
After verifying the fulfillment error, Lunelle Willow Craft may send the correct product, provide a replacement, issue an eligible refund, or offer another appropriate resolution.
When an incorrect product must be returned, reasonable authorized return shipping will be covered by Lunelle Willow Craft.
13. Missing Products or Components
If your shipment arrives incomplete, notify us and identify the missing product or component.
Photographs of the package and received contents may be requested.
Depending on the circumstances, we may:
Send the missing component.
Replace the affected product.
Replace a complete set where appropriate.
Issue an eligible refund.
14. Fragile Products
Certain decorative, ceramic, glass, or other fragile craft products may require additional care.
If merchandise arrives cracked, chipped, shattered, or otherwise unsafe to handle, avoid unnecessary use and contact us.
For safety reasons, photographs may sometimes be sufficient for the initial evaluation without requiring unnecessary handling of broken merchandise.
15. Items With Restricted Preference Returns
Subject to applicable law, ordinary change-of-mind returns may be restricted for:
Substantially used merchandise.
Customer-cut materials.
Painted, stained, glued, or sewn products.
Permanently assembled merchandise.
Products incorporated into another project.
Personalized or customized products.
Merchandise damaged through misuse or improper care.
Products returned incomplete due to customer handling.
Gift cards.
Products clearly designated Final Sale before purchase, where legally permitted.
These limitations do not automatically affect valid claims involving verified defects, transportation damage, or Lunelle Willow Craft fulfillment errors.
16. Sale and Promotional Purchases
Discounted merchandise is not automatically considered final sale.
Unless separate restrictions were clearly disclosed before checkout, eligible products purchased during sales or with promotional codes remain subject to this policy.
Products expressly identified as Final Sale may have different preference-return eligibility where permitted by law.
17. Exchanges
Eligible merchandise may be considered for exchange for another available size, color, pattern, finish, or variation.
Exchange availability depends on inventory.
If the requested alternative is unavailable, qualifying merchandise may be returned for an approved refund and a separate order may be placed for the preferred product.
18. Replacements
Lunelle Willow Craft may provide a replacement when merchandise is verified as:
Damaged during transportation.
Defective.
Incorrectly supplied.
Incomplete because of a fulfillment error.
If an identical replacement is unavailable, another appropriate resolution, including an eligible refund, may be offered.
19. Return Shipping Costs
Customers generally pay return shipping expenses when an eligible return results solely from personal preference or change of mind.
Lunelle Willow Craft will cover reasonable authorized return transportation when a required return results from a verified:
Manufacturing defect.
Transportation-related damage.
Incorrect shipment.
Other fulfillment error attributable to Lunelle Willow Craft.
Please obtain authorization before purchasing return transportation for which reimbursement is expected.
20. Packaging Your Return
Authorized merchandise should be packaged carefully to help prevent transportation damage.
Please include applicable components, accessories, tools, instructions, and removable pieces.
Fragile products should be appropriately cushioned.
For customer-arranged returns, we recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.
21. Return Evaluation
When authorized merchandise reaches the designated return location, Lunelle Willow Craft will evaluate its eligibility.
The review may consider:
Product identity.
Evidence of substantial use.
Cutting or permanent alteration.
Missing components.
Customer-caused damage.
Customization.
Compliance with the return timeframe.
Receipt of returned merchandise does not automatically constitute approval of a refund.
22. Refunds
After an eligible return has been reviewed and approved, the applicable refund will generally be issued to the original payment method used for the purchase.
Once Lunelle Willow Craft submits the refund, your bank, card issuer, or payment provider may require additional processing time before the credit appears.
Financial institution processing periods are outside our direct control.
23. Original Shipping Charges
Original shipping or delivery fees are generally non-refundable when merchandise is returned solely because of personal preference or change of mind.
For verified defects, transportation damage, Lunelle Willow Craft fulfillment errors, or situations where reimbursement is required under applicable law, relevant shipping charges will be handled accordingly.
24. Cancellations and Order Changes
If you need to cancel or modify an order, contact magi@lunellekitchen.store as soon as possible.
We will make reasonable efforts to accommodate the request before fulfillment progresses.
Cancellation or modification may no longer be possible after merchandise has been customized, cut to customer specifications, processed, packed, or transferred to a shipping carrier.
Eligible merchandise may then be handled according to this policy after delivery.
25. Consumer Protection Rights
This Return & Refund Policy describes Lunelle Willow Craft's standard procedures. Nothing in this policy is intended to waive, restrict, or exclude any consumer right or legal remedy that cannot lawfully be waived under applicable United States federal, state, or local law.
Where mandatory consumer protection requirements provide additional or different rights, those requirements will apply to the extent required.
26. Contact Lunelle Willow Craft
For assistance regarding returns, refunds, exchanges, replacements, damaged shipments, defective products, incorrect merchandise, or missing components, please contact:
Lunelle Willow Craft
Address: 3204 Fifth Baxter Xing, Fort Mill, SC 29708, United States
Phone: +1 (901) 568-3631
Email: magi@lunellekitchen.store
When contacting Lunelle Willow Craft regarding an existing order, please include your order number and the email address associated with your purchase so we can assist you efficiently.