Return and Refund Policy
Your rights as a consumerAs a consumer in the European Union you have a statutory cooling-off period of 14 days after receiving your order. On this page you can read how to use this right and which conditions apply.
Right of withdrawal: 14-day cooling-off period
You have the right to cancel your order within 14 calendar days of receipt, without giving a reason.
The cooling-off period starts on the day after you (or a third party designated by you) received the product. If the last day falls on a Saturday, Sunday or public holiday, the period is extended to the next working day.
To exercise your right of withdrawal, you must inform us by email before the cooling-off period expires: info@lunarshows.com. Please state your order number and the products you wish to return.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to the following products:
- Opened lycopodium powder: Products whose seal has been broken after delivery are excluded from the right of withdrawal for safety and hygiene reasons (in accordance with Article 6:230p(e) of the Dutch Civil Code).
- Custom-made products: Products that have been specially put together or personalised for you.
Unopened lycopodium powder in its original sealed packaging, as well as accessories such as the Fast Flow Funnel (unused and in original packaging), can be returned within the cooling-off period.
How do you return a product?
Follow the steps below to register and ship a return:
- Send an email to info@lunarshows.com with your order number and a description of the products you want to return. You will receive a confirmation within 2 working days.
- Pack the product carefully in its original packaging. Make sure the product is undamaged and includes all original parts, labels and documentation.
- Send the parcel to the return address you receive in our confirmation email. Keep the proof of shipment until the return has been processed.
The costs of returning the product are borne by the customer. We recommend using a shipping method with track & trace. If the return parcel is lost, we cannot issue a refund.
Refund
After receiving and inspecting the returned product, we will process your refund within 14 days. The refund is made using the same payment method you used for the purchase, unless you expressly agree to another method.
We reserve the right to withhold the refund until we have received the product or you have provided proof of return shipment, whichever comes first.
The refund covers the purchase price of the product and the original shipping costs (standard shipping). Any additional shipping costs, for example for express delivery you chose yourself, are not refunded.
If a returned product is damaged or parts are missing as a result of careless use, we reserve the right to deduct the loss in value of the product from the refund.
Defective or wrong products
Have you received a damaged, defective or wrong product? Please contact us within 7 days of receipt. Include a clear photo of the problem and state your order number.
In case of a demonstrable defect or a mistake on our part, we will arrange a replacement or a full refund, including any return costs.
Contact and complaints
For questions about your return or refund, you can contact us:
- Company
- Lunar Shows, Manuel Maes
- info@lunarshows.com
- Country
- The Netherlands
- Website
- lunarshows.com
Can't find a solution together? You can also turn to the European ODR platform for online dispute resolution.