Return & Refund Policy

Thank you for choosing LoomLuna. We take pride in crafting high-quality custom curtains and window treatments. If something isn’t quite right, we are here to help. Please read our policy carefully before placing your order.

1. Return & Exchange Eligibility

We accept returns or exchanges within 30 days of delivery for most items, provided they meet the conditions below:

  • The item must be unused, unwashed, and in its original packaging.

  • Items showing signs of installation, damage, stains, or alteration are not eligible for return.

  • Important: You must contact our support team at services@loomluna.com before sending any item back. Unauthorized returns will not be accepted.

2. Custom & Made-to-Order Products

Because LoomLuna custom curtains are tailored specifically to your measurements, they cannot be resold or restocked.

  • If it’s our error (wrong size, color, or workmanship issue): We will remake or replace your order at no extra cost.

  • If it’s a customer measurement error: We offer modification services or a 50% discount on a replacement order (Shipping and handling costs will be the customer’s responsibility).

  • Local Corrections: If the issue can be corrected locally (e.g., hem adjustment), we may provide a partial refund to cover the repair cost.

💡 Tip: Please double-check your measurements before ordering. You can refer to our Measurement Tool or contact our design team for assistance.

3. Standard (Non-Custom) Products

For ready-made accessories and decor items:

  • Returns are accepted within 30 days of receipt.

  • Refunds will be issued to your original payment method once the item passes inspection.

  • Shipping fees are non-refundable, unless the return is due to our mistake.

4. Defective, Damaged, or Incorrect Items

If you receive a defective or incorrect product, please contact our support team within 7 days of delivery. Provide your order number and clear photos of the issue. Once verified, we will arrange a free replacement, refund, or repair.

5. Non-Returnable Items

To ensure hygiene and quality standards, the following are FINAL SALE and cannot be returned:

  • Custom-size or made-to-order curtains (unless there is a manufacturing defect).

  • Fabric swatches and gift cards.

  • Items damaged by improper installation, use, or care.

6. Return Process

  1. Contact us at services@loomluna.com with your order number and reason for return.

  2. Our team will provide a Return Authorization (RMA) and shipping instructions.

  3. Carefully pack the product in its original condition and ship it to the provided address.

  4. Refunds will be processed within 5–10 business days after inspection. Customers are responsible for return shipping costs unless the product is defective or incorrect.

7. Refunds

  • Refunds are credited to the original payment method.

  • It typically takes 3–7 business days for your bank or credit provider to reflect the transaction.

8. Contact Us

If you have any questions or concerns, please reach out to our customer care team: 📩 Email: services@loomluna.com 🕓 Hours: Monday–Friday, 9:00 AM–5:00 PM (EST)

Frequently asked questions