Refund policy

Personalised Birthday Boxes

Each Luna Tails Birthday Box is individually personalised with your cat’s name and age and prepared specifically for your order.

Because the Birthday Box is a clearly personalised product, the statutory 14-day right of withdrawal does not apply. Please check all personalised information carefully before placing your order.

Cancellation requests

You may request cancellation while your order has not yet been fulfilled.

Because personalisation and preparation may begin shortly after an order is placed, a cancellation request cannot always be guaranteed. If we can still cancel your order, we will confirm this and refund any amount already paid to the original payment method.

Damaged, defective, incomplete or incorrect orders

The exclusion of the right of withdrawal for personalised products does not affect your statutory consumer rights.

If your order arrives damaged, defective, incomplete or incorrect, please contact Luna Tails as soon as possible at shoplunatails@gmail.com or via WhatsApp. Please include your order number and photographs showing the issue.

If an item is damaged, defective, incomplete or incorrect, Luna Tails will provide a solution in accordance with Dutch statutory consumer rights. This may include a free replacement or repair where appropriate. If the problem cannot be adequately resolved, you may be entitled to a full or partial refund.

If we ask you to return a defective or incorrect product, Luna Tails will cover the reasonable return costs.

Refunds

Approved refunds are issued to the original payment method.

The time it takes for a refund to appear in your account may depend on your bank or payment provider.

Contact & returns

Luna Tails
De Windturbine 7
3815 KP Amersfoort
Netherlands

Email: shoplunatails@gmail.com

Customer service hours:
Monday–Friday: 19:00–22:00
Saturday–Sunday: 10:00–22:00

Please contact us before returning a product so that we can provide the appropriate return instructions.

This does not limit any statutory rights you may have under Dutch consumer law.