Returns | Policy

It is OK to change your mind, but refunds are not applicable.

Please be mindful that many of our items are of a fragile nature and are packed with care, in case of any broken piece, You can take a store credit also in case of any problem with the product. In that case, please consider the following policy:

  • All return requests must be made within 24 hours of receiving your order and it needs to be approved to be finalised within 7 days of receipt of your order.
  • Arranged returns will be issued a credit note to use on the Mexiluna website applicable which has a validity of 6 months from issue.
  • Please note Mexiluna does not offer exchange or return of product for change of mind, this includes pre-ordered items.
  • Sale items are non-returnable and transactions are final.
  • In case of a faulty or not what you ordered, you may apply for a credit note or exchange, provided that we are satisfied that an error was made in supply of the item purchased or that a fault has occurred prior to the item being delivered to you.
  • In the case of returns or and exchange where Mexiluna are at fault, Mexiluna will pay the shipping costs for returning the faulty or incorrect item
  • In case of refund, we may request to dispose of certain items in writing.
  • When returning items, we ask that all fragile items being returned be wrapped in bubble wrap and sent in a box to insure it reaches us in a returnable condition. Mexilina will not be liable for items broken in return transit due to inappropriate packaging on your behalf.

PARCELS | RTS (Return To Sender)

  • If a parcel is unable to be delivered to you due to an error where you are at fault, eg; incorrect delivery details provided to us or failure to collect your parcel at your local depot, Mexiluna will not be liable for re-postage of your order. If you wish to have the parcel re-delivered you will need to cover the cost of re-delivery to your address, alternatively you may request a credit note for the item/s value, less the delivery paid.
  • We do not offer refunds or returns on parcels being returned to us under the nature of RTS deliveries where the customer is liable for re-delivery.

DAMAGES | STRICT POLICY

  • Due to strict insurance policies, any deliveries received damaged/faulty must be reported within 24hrs to Mexiluna’s email of receipt of your parcel.
  • Please email pictures depicting the damage/fault nature of your item/s along with your name, order reference number and a contact number to process a claim. If the packaging is severely damaged, images of shipping damage will greatly assist.
  • Once your email has been reviewed we will contact you and when possible arrange for a replacement to be sent to you, if a replacement piece is not available we offer the credit option.