Refund policy

Return and Refund Policy – Luna Socks Last updated: 01.07.2026

At Luna Socks, every sock order is individually made with a photo or design of your pet. Due to this personalization, special rules apply to returns and refunds, which we explain transparently here.

1. No returns, no exchanges, no refunds

Since all products are individually made to the customer's specifications, all sales are final. As a rule, we do not offer returns, exchanges, or refunds once an order has been placed and entered production.

This applies in particular to:

  • Change of mind after completing an order
  • Wrong sizes, colors, or quantities selected by the customer
  • Dissatisfaction with the result when the delivered design matches the template uploaded by the customer
  • Late cancellation requests after production has begun

Please carefully check all details before submitting your order – uploaded photo, image crop, size, color, and quantity – as no changes can be made after confirmation.

2. Cancellation before production begins

Cancellation is not possible, as your order goes directly into production immediately after payment is received. Please therefore carefully check all details (photo, design, size, color, and quantity) before submitting your order, as subsequent changes or cancellations are excluded.

3. Exceptions: Defective or faulty goods

Although we do not accept returns for the reasons stated in Section 1, we naturally uphold your statutory rights in the case of genuinely defective goods. A claim for repair, replacement, or refund exists in the following cases:

  • Production errors: The delivered design visibly deviates from the template you approved.
  • Transport damage: The socks were delivered damaged or soiled.
  • Wrong delivery: You received a different product than the one ordered.
  • Quality defects: Stitching, printing, or material defects not attributable to the image quality you provided.

Procedure for a complaint

  1. Contact us within 14 days of receiving the goods.
  2. Please include clear photos of the defect and your order number with your message.
  3. We will review your complaint and offer, at our discretion, a free repair, a free replacement, or a partial or full refund.
  4. Returning the defective goods is only required if we expressly ask you to do so; in that case, we will cover the return shipping costs.

4. Incorrect delivery address

We assume no liability and do not provide refunds for shipments that cannot be delivered due to an incorrect delivery address provided by the customer. Please check your address details carefully before completing your order.

5. Processing time for approved refunds

If a refund is approved in an exceptional case under Section 3, it will be issued within 10 business days to the original payment method.

6. Contact

If you have any questions about your order or a possible complaint, please contact us using the contact information provided on our website. We strive to process every inquiry promptly and fairly.