Shipping & Returns

Shipping, Exchange, Return, and Warranty Policy - Open Luna

A. In-store pickup:

Where can I pick up my order?

At the Bóveda Natural store, located on Ave. Samuel Lewis, Obarrio.

Pickup hours:

Monday to Saturday: 9:00 a.m. - 7:00 p.m.

Sunday: 10:00 a.m. - 5:00 p.m.

When will my order be ready?

Before 12:00 p.m.: Ready the same day.

After 12:00 p.m.: Ready the next day.

You can also pick up immediately with your proof of purchase.

Can someone else pick up my order?

Yes, by presenting the order confirmation, the buyer's name, and an authorization.

B. Home delivery:

Coverage:

Metropolitan Area: With motorcycle delivery and Servientrega

Interior: With Uno Express, Fletes Chavale, Ferguson, and Servientrega

Do you offer free shipping?

No, except for special promotions based on purchase amount.

Delivery times:

Orders before 11:00 a.m.: Same-day delivery (except during high demand).

Orders after 11:00 a.m.: Next-day delivery.

Saturdays (after 11:00 a.m.) or Sundays: Delivery on Monday.

With external carriers: Next-day delivery after reaching their branches (except Saturdays).

C. Shipping costs:

Costs are automatically displayed before checkout.

It is necessary to correctly select the delivery zone.

D. High seasons:

We do our best to deliver on the same day.

During high demand, delivery may extend to 1 or 2 days.

E. Exchanges, Returns, and Warranties:

Do you accept returns?

Yes, for defective products (not broken, incomplete, or tampered with). Valid for 30 days, with invoice or purchase confirmation.

How are product exchanges handled?Exchanges for defective products are only made in-store.

Do you offer refunds or store credit?Yes, if the product is unused, in its original packaging, and not consumable.

What products are not eligible for return?Consumable products or those that have been used.

What is the policy for damaged or defective products?An immediate exchange or refund for the defective product is offered.

F. General conditions for returns:

Timeframe for claims or returns: 30 days from purchase.

Who bears the shipping cost for returns?The customer must go to the store to complete the process.

Are returns allowed due to buyer's remorse?Yes, for non-consumable products, unused, and in their original packaging.

Required documentation:Invoice or purchase confirmation.

G. Contact and support:

WhatsApp: +507 6011-3208

Email: info@openlunatea.com

Instagram: @openlunatea