Refund policy

Return & Refund Policy

At Luna & Grace Tallow LLC, each product is handcrafted and prepared with care. Due to the personal-care and hygienic nature of our products, all sales are final and we do not accept returns or exchanges.

Please review product descriptions, ingredients, sizes, and other product information carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

We want you to receive your order in the condition it was intended.

If an item arrives broken, defective, or incorrect, please contact us within 7 days of delivery. Please include your order number, a description of the issue, and clear photographs of the product and packaging.

Once the issue has been reviewed and confirmed, Luna & Grace Tallow LLC will provide a replacement at no additional cost.

If a replacement is unavailable, we may offer an appropriate alternative, store credit, or refund.

Heat-Sensitive Products

Many Luna & Grace Tallow LLC products are made with naturally heat-sensitive ingredients, including tallow. Products may soften or melt when exposed to elevated temperatures during shipping.

Melting or softening caused by temperature exposure during transit is not considered a product defect and does not qualify for a replacement or refund solely for that reason.

If your product arrives softened or melted, place it upright in a cool location or refrigerator until firm. Whipped products may lose some of their original volume or whipped texture after melting and re-solidifying, but this does not generally affect the quality of the product.

Natural Product Variations

Our products are handcrafted in small batches using naturally derived ingredients. Slight variations in color, scent, texture, consistency, or appearance may naturally occur from batch to batch.

These variations are a normal characteristic of handcrafted products and are not considered defects.

Allergies & Sensitivities

Customers are responsible for reviewing the complete ingredient list before purchasing or using a product.

Individual allergies and sensitivities may occur even when using naturally derived ingredients. We recommend patch testing topical products before regular use and discontinuing use if irritation occurs.

Allergic reactions, individual sensitivities, or personal scent and texture preferences are not considered product defects and generally do not qualify for replacement or refund when the applicable ingredients were disclosed before purchase.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests may be accommodated if the order has not yet been fulfilled or shipped. Once an order has been fulfilled or shipped, it cannot be canceled.

Submitting a cancellation request does not guarantee that an order can be canceled before fulfillment.

Local Pickup Orders

Local pickup orders are also final sale and are not eligible for return or exchange.

If there is a problem with your pickup order, such as an incorrect, broken, or defective item, please contact us within 7 days so we can review the issue and arrange a replacement when applicable.

Lost or Damaged Shipments

If your package is lost in transit or arrives with shipping-related damage, please contact us promptly with your order number and any available photographs or tracking information.

We will assist with determining the appropriate next steps and, when applicable, filing a claim with the shipping carrier or shipping insurance provider.

Refunds

Because all sales are final, refunds are not provided for change of mind, personal preference, ordering the incorrect product, or other circumstances that do not involve an error or qualifying issue with the order.

In circumstances where Luna & Grace Tallow LLC determines that a refund is appropriate, the refund will be issued to the original payment method.

Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable law.

Questions or Order Concerns

If you experience an issue with your order, please contact Luna & Grace Tallow LLC directly so we have an opportunity to review the situation and provide an appropriate resolution.

Please include your order number when contacting us regarding an order.

Payment Disputes & Chargebacks

If you have a concern regarding your order, product, processing time, shipment, or delivery, please contact Luna & Grace Tallow LLC directly before initiating a chargeback or payment dispute. We are committed to addressing legitimate concerns and providing an appropriate resolution whenever possible.

Please review our stated processing times, shipping policy, product descriptions, and return and refund policy before placing an order. Processing time is separate from carrier transit time, and an order that remains within our stated processing timeframe is not considered late or unfulfilled.

If a chargeback or payment dispute is initiated, Luna & Grace Tallow LLC reserves the right to provide the payment processor or financial institution with relevant documentation regarding the transaction. This may include order information, applicable store policies, customer communications, fulfillment records, tracking information, proof of shipment or delivery, and other documentation relevant to the dispute.

Orders that have already been fulfilled or shipped cannot be canceled solely because a payment dispute has been initiated.

Fraudulent or abusive use of the chargeback process may result in Luna & Grace Tallow LLC declining future orders from the customer, to the extent permitted by applicable law.

Nothing in this policy is intended to prevent or restrict a customer from exercising any rights available through their financial institution, card issuer, payment provider, or applicable law.

Luna & Grace Tallow LLC
New York, United States