Refund policy

Return and Refund Policy

Effective date: 07/09/2026

LunarKittyShop is operated by Hugo Birner, an individual based in Switzerland. This policy explains returns, exchanges, and refunds for our clothing and cosplay products.

Your mandatory consumer rights remain unaffected. Where applicable law gives you additional rights or longer deadlines, those rights apply.

Returns within 14 days

You may return your clothing or cosplay purchase for a refund by notifying us within 14 calendar days after delivery, without giving a reason.

The period starts the day after you, or someone you designate other than the carrier, receives the goods. If products from one order arrive separately, the period starts the day after the last product arrives.

After notifying us, send the items back without unnecessary delay and within a further 14 calendar days. Sending them within that period meets the return deadline; they do not need to arrive within it.

Sale and promotional clothing and cosplay items qualify under the same conditions.

How to arrange a return

Email lunarkittybrand@gmail.com, clearly stating that you wish to return your purchase. Include your name, the items concerned, and your order number or another reasonable way to identify the purchase.

You may also send a written notice to our address below. The optional withdrawal form at the end of this policy can help, but using it is not compulsory.

You do not need a customer account or our approval to exercise a valid withdrawal right. Sending your notice before the deadline is sufficient.

Business, correspondence, and return address:

Hugo Birner — LunarKittyShop
Im Berg 8B
8332 Russikon
Switzerland

Returns go to this Swiss address, even when your order was originally dispatched from China.

Pack the items securely and retain evidence of posting. Tracking is recommended so the shipment can be located.

Condition of returned items

You may inspect and carefully try on clothing or cosplay items as you would in a shop.

Please avoid wearing them beyond a reasonable fitting, washing them, altering them, or causing damage. Include supplied accessories and, where possible, the original packaging and tags.

Missing packaging or detached tags do not automatically remove a statutory withdrawal right. Where legally permitted, we may deduct an actual loss in value caused by handling beyond what was necessary to inspect or try on the goods. We will explain any such deduction.

Return postage and fees

You pay the direct postage cost for an ordinary change-of-mind return or exchange, unless applicable law requires us to cover it. For customers outside Switzerland, this means international return postage to Switzerland.

LunarKittyShop covers reasonable return postage for faulty, transit-damaged, or incorrect items. Contact us so we can arrange an appropriate return method.

We charge no restocking fee and no refund-processing fee. Free shipping on your original order does not include free ordinary return postage.

Faulty, damaged, incorrect, or missing items

Contact lunarkittybrand@gmail.com as soon as reasonably possible if an item is faulty, arrives damaged, differs from what you ordered, or is missing from your delivery.

Describe the problem and provide your order number or other purchase information. Photographs can help where available, but they are not the only way to establish a problem.

The ordinary 14-day return window does not limit your statutory rights for faulty or nonconforming goods. Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, or a refund.

For a missing delivery or missing item, contact us so we can investigate and provide the remedy required by applicable law.

Exchanges

We offer direct exchanges for another available size or style.

Notify us within the ordinary return window and tell us which replacement you would like. The return deadline and condition requirements above apply.

We will explain availability, any price difference, and any delivery charge before you agree to the exchange. Ordinary return postage remains your responsibility. If the replacement is unavailable, you may choose a refund under this policy.

These exchange arrangements do not limit statutory replacement rights for faulty or incorrect goods.

Refund amounts and payment methods

We refund the amount actually paid for returned items, including applicable refundable taxes. Discounts are reflected in the refund.

For a full-order return, we also refund the original standard delivery charge. Additional charges for an upgraded delivery option are not refunded unless required by law. For partial returns, we refund original delivery charges to the extent required by applicable law.

We do not add a new outbound shipping charge because a return reduces the value of the items you keep below a free-shipping threshold.

Refunds go back to the original payment method unless you expressly agree to another lawful arrangement. We do not deduct payment-provider processing fees.

If you paid with a gift card, the corresponding refund is restored as gift-card value, using a replacement gift card if necessary. For mixed payments, refunds are allocated across the original payment methods, subject to the amounts paid through each method and applicable law. We will explain the allocation.

Cancellation of a purchased gift card: [GIFT CARD PURCHASE CANCELLATION AND REFUND TERMS].

When refunds are issued

For ordinary returns, we issue refunds without unnecessary delay and within 14 calendar days after receiving your notice of cancellation, subject to the following return-evidence rule.

Unless we have offered to collect the goods, we may hold the refund until we receive either the returned goods or evidence that you have sent them back, whichever happens first. Once that reason for holding the refund ends, we proceed without unnecessary delay.

Refunds for faulty goods, missing deliveries, and other statutory claims follow the deadlines applicable to those claims.

We will notify you when the refund has been issued. Your bank or payment provider may take additional time to display it. Contact us if you need help tracing a refund.