Refund policy

We offer a 14-day return policy on standard products. This means you have 14 days from the day you receive your order to request a return.

To be eligible for a return, the item must be in the same condition as when you received it – unused, undamaged, in original packaging and with any tags intact. You must be able to present a receipt or proof of purchase.

Special terms for special products

Special return policies apply to certain products. This includes liquid roofing membrane products, chemical roofing products and custom-made materials.

These items can only be returned within 7 days of receipt and only if the packaging is unopened and the item is undamaged. Opened or damaged containers cannot be returned as they cannot be resold due to product quality and safety concerns.

To initiate a return, please contact us atinfo@luna-roof.comPlease note that returned items must be sent to the following address:

If your return is accepted, we will send you a return label and instructions on how and where to send your package. Items sent back to us without a return request will not be accepted.

You can always contact us if you have any questions about returns at info@luna-roof.com.

Damage and problems
You must inspect your order when you receive it and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the problem and have it corrected.

Exceptions/Non-returnable items
Certain types of items cannot be returned, such as perishable products (like food, flowers, or plants), customized products (like special orders or personalized items), and personal care items (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions about your specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

Exchanges
The quickest way to ensure you get what you want is to return the item you received. Once the return is accepted, you can make a separate purchase of the new item.

The EU's 14-day cooling-off period Notwithstanding the above, you have the right to cancel or return your order within 14 days, for any reason and without explanation, if the item is shipped to the EU. As above, your item must be in the same condition as when you received it. It must be unused, with tags attached and in the original packaging. You must also have the receipt or proof of purchase.

Refunds
We will notify you once we have received and inspected your return and will let you know whether or not your refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that it may also take some time for your bank or credit card company to process and post.
If it has been more than 15 business days since we approved your return, please contact us at info@luna-roof.com.