Refund policy
RETURNS
If you are a consumer located in the European Union, you have the right to withdraw from most purchases within 14 days of receiving your order without giving any reason, subject to the conditions described below.
To be eligible for a return, the item must be unused, in substantially the same condition in which it was received, and accompanied by proof of purchase.
To initiate a return, please contact us at:
Returns should be sent to:
Lunar House Ltd. (Лунар Хаус ЕООД)
10 Todor Stoyanov Street
Ground Floor, Studio B
1113 Sofia
Bulgaria
Items returned without prior authorization will not be accepted.
If the return is due to a change of mind, the customer is responsible for the cost of return shipping.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery and contact us promptly if the item is damaged, defective, or if you received the wrong item.
Please provide your order number and, where possible, photographs of the item and packaging.
Where an item is found to be damaged, defective or incorrect due to our error, we will provide an appropriate remedy in accordance with applicable law, which may include:
• replacement of the item;
• partial refund;
• full refund.
We reserve the right to request photographic evidence before approving a replacement or refund.
NON-RETURNABLE ITEMS
The following items are not eligible for return or withdrawal where permitted by applicable law:
• personalized products;
• custom-made products;
• products manufactured according to customer specifications;
• made-to-order products;
• gift cards.
Please contact us before placing an order if you have any questions regarding a particular product.
EXCHANGES
We do not generally offer exchanges.
If your order arrives damaged, defective or incorrect, please contact us at support@sillylittleink.com and we will review the matter and provide an appropriate solution, which may include a replacement or refund.
EUROPEAN UNION 14-DAY RIGHT OF WITHDRAWAL
Consumers located in the European Union have the right to withdraw from most distance purchases within 14 days after receiving the goods, without providing a reason.
To exercise this right, please contact us at support@sillylittleink.com.
Returned items must be unused and in substantially the same condition in which they were received.
This right does not apply to products that are personalized, custom-made or manufactured according to the customer's specifications, or to other products exempt under applicable consumer protection legislation.
LOST OR UNDELIVERED PACKAGES
If your order is lost in transit or cannot be delivered due to a shipping carrier error, please contact us.
We will cooperate with the carrier to investigate the matter and, where appropriate, provide a replacement or refund.
We are not responsible for delays caused by customs authorities, force majeure events or circumstances beyond our reasonable control.
Orders returned because of an incorrect address provided by the customer or failure to collect the package may require additional shipping charges before reshipment.
REFUNDS
Once we receive and inspect your return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase within 10 business days.
Please note that your bank, credit card provider or payment processor may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: