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Refund policy

 

RETURNS, REFUNDS, EXCHANGES & CANCELLATIONS POLICY

Last updated: September 13, 2026

ALL SALES ARE FINAL

ALL BELLA LUNA GOWNS ORDERS ARE MADE-TO-ORDER, CUSTOM, PERSONALIZED, MADE-TO-MEASURE, OR SPECIALLY PROCURED FOR THE CUSTOMER. ALL SALES ARE FINAL.

Because our garments are created, ordered, sourced, customized, or manufactured specifically for each customer and generally cannot be resold in the ordinary course of business, we do not accept returns, exchanges, cancellations, or refunds, except where a remedy is expressly required by applicable law.

By completing a purchase, the customer acknowledges and agrees that the merchandise is being produced specifically for them and accepts this Final Sale Policy.

A customer's change of mind or personal circumstances does not make an order refundable.

This includes, without limitation:

  • cancellation or postponement of a wedding or event;
  • purchasing another gown;
  • no longer needing the garment;
  • changing style or design preferences;
  • dissatisfaction with a design feature previously selected or approved;
  • weight gain or weight loss;
  • pregnancy;
  • surgery or other body changes;
  • changes in footwear, undergarments, or shapewear;
  • a change in preferred fit;
  • the need for alterations;
  • incorrect customer-provided measurements; or
  • failure to follow Bella Luna Gowns' measurement instructions.

There are no refunds, returns, exchanges, or store credits for these circumstances.

CUSTOMER MEASUREMENTS — CUSTOMER RESPONSIBILITY

THE CUSTOMER IS SOLELY RESPONSIBLE FOR THE ACCURACY OF ALL MEASUREMENTS PROVIDED TO BELLA LUNA GOWNS.

Bella Luna Gowns manufactures made-to-measure garments using measurements supplied and approved by the customer.

Because Bella Luna Gowns does not physically measure the customer through an in-person fitting, we cannot independently verify customer-supplied measurements.

By submitting or approving measurements, the customer confirms that:

  • the measurements were taken accurately;
  • Bella Luna Gowns' measurement instructions were followed;
  • measurements were not estimated;
  • measurements were not intentionally increased or reduced unless Bella Luna Gowns instructed the customer to do so;
  • the measurements belong to the individual who will wear the garment; and
  • the customer reviewed the measurements for accuracy before approving production.

CUSTOMER MEASUREMENT ERROR IS NOT A MANUFACTURING DEFECT.

Bella Luna Gowns is not responsible for fit issues caused by:

  • incorrect measurements;
  • incorrectly taken measurements;
  • estimated measurements;
  • transposed numbers;
  • incomplete measurements;
  • customer-added or deducted ease;
  • failure to follow measurement instructions;
  • weight or body changes;
  • pregnancy;
  • surgery;
  • posture;
  • footwear;
  • undergarments;
  • shapewear; or
  • individual fit preference.

A garment manufactured consistently with the measurements provided and approved by the customer will not be considered defective merely because it does not fit the customer as expected.

If Bella Luna Gowns questions a measurement and requests confirmation or remeasurement, the customer remains responsible for the measurement they ultimately confirm and approve.

MADE-TO-MEASURE DOES NOT MEAN ALTERATION-FREE

Made-to-measure means that Bella Luna Gowns uses customer-provided measurements as the basis for garment construction.

It does not mean that Bella Luna Gowns performs an in-person bespoke fitting, and it does not guarantee that a finished garment will require no alterations.

Bridal and formalwear are structured garments. Alterations may be necessary to achieve an individual's preferred:

  • bust fit;
  • waist fit;
  • neckline placement;
  • strap or sleeve tension;
  • hem length;
  • bodice placement;
  • corset tension;
  • train handling; or
  • overall fit.

All alteration expenses are the customer's responsibility unless Bella Luna Gowns expressly agrees otherwise in writing.

Bella Luna Gowns does not reimburse alteration expenses.

The need for alterations is not grounds for a return, exchange, refund, store credit, cancellation, or chargeback.

CUSTOM DESIGN AND CUSTOMER APPROVAL

Customers are responsible for carefully reviewing all custom-order details before approval.

This may include:

  • design details;
  • measurements;
  • colors;
  • fabrics;
  • lace;
  • embellishments;
  • sleeves;
  • necklines;
  • silhouettes;
  • trains;
  • lining selections; and
  • other customization details.

For custom orders, the customer's final approved Custom Order Review, written specifications, measurements, and material approvals constitute the controlling description of the order.

If earlier messages, inspiration photographs, screenshots, sketches, AI-generated imagery, or preliminary discussions differ from the final approved specifications, the final approved specifications control.

A customer may not obtain a refund because they later prefer a different design choice that they previously approved.

INSPIRATION AND AI-GENERATED IMAGES

Inspiration photographs, sketches, screenshots, existing gowns, and AI-generated images are used to communicate design direction.

Unless Bella Luna Gowns expressly agrees otherwise in writing, inspiration images are not promises of an exact replica.

AI-generated images may depict materials, construction, proportions, draping, embellishments, transparency, or movement that cannot physically exist or cannot be reproduced exactly.

Bella Luna Gowns will translate the customer's requested design into a physically achievable garment using appropriate fabrics, materials, and construction techniques.

Differences between an inspiration image and a finished garment do not constitute a defect when the garment conforms to the final specifications approved by the customer.

HANDMADE AND MATERIAL VARIATIONS

Many Bella Luna Gowns garments include handcrafted or hand-applied elements.

Reasonable variation may occur in:

  • lace placement;
  • appliqué placement;
  • beadwork;
  • embroidery;
  • embellishment placement;
  • stitching;
  • fabric texture;
  • dye lots;
  • handwork;
  • decorative elements; and
  • other characteristics inherent in handcrafted garments.

These reasonable variations do not constitute manufacturing defects and are not grounds for refund, return, exchange, or store credit.

COLORS AND PHOTOGRAPHY

Colors, sparkle, sheen, texture, transparency, fabric movement, and other visual details may appear differently depending on:

  • lighting;
  • photography;
  • cameras;
  • computer monitors;
  • phones or tablets;
  • display settings; and
  • individual fabric or dye lots.

Reasonable differences between on-screen appearance and the physical garment are not grounds for a refund.

CLAIMS OF MANUFACTURING ERROR

If a customer believes Bella Luna Gowns made a material manufacturing error or that a garment materially differs from the customer's final approved written specifications, the customer must contact us promptly and provide sufficient information for us to investigate.

For visible issues or shipping damage, customers should contact us within 48 hours of delivery whenever reasonably possible.

The customer may be required to provide:

  • clear photographs;
  • video;
  • garment measurements;
  • photographs showing the claimed fit issue;
  • original packaging;
  • approved customer measurements; and
  • other information reasonably necessary to evaluate the claim.

Making a complaint does not automatically create a right to a refund.

Bella Luna Gowns Must Be Given an Opportunity to Evaluate and Correct an Actual Manufacturing Error

To the maximum extent permitted by applicable law, Bella Luna Gowns will have the first reasonable opportunity to inspect and evaluate any claimed manufacturing error.

If Bella Luna Gowns determines that a material manufacturing error occurred, Bella Luna Gowns may, as appropriate:

  • repair the garment;
  • correct the affected portion;
  • modify the garment;
  • replace an affected component;
  • replace the garment; or
  • remake the garment.

Where the issue can reasonably be corrected, repair, correction, replacement, or remake will be the available remedy before a refund is considered, to the maximum extent permitted by applicable law.

California commercial law expressly permits agreements that limit remedies to repair or replacement, although mandatory legal remedies cannot be eliminated where applicable.

A customer's refusal to allow Bella Luna Gowns a reasonable opportunity to inspect or correct a claimed issue does not automatically convert a Final Sale order into a refundable order.

DO NOT ALTER A GARMENT BEFORE WE EVALUATE A CLAIM

If a customer believes a garment contains a manufacturing error, the customer should contact Bella Luna Gowns before having the disputed portion of the garment altered, cut, repaired, modified, or reconstructed by another person.

Third-party alteration may materially change the garment and make it impossible to determine the garment's original condition or the cause of a claimed issue.

To the extent permitted by law, Bella Luna Gowns will not be responsible for problems caused or materially affected by unauthorized third-party alterations.

SHIPPING DAMAGE

Any visible shipping damage should be reported promptly after delivery.

Customers should retain:

  • the garment;
  • shipping box;
  • packaging materials;
  • shipping labels; and
  • photographs of the package and damage

until the claim has been evaluated.

Bella Luna Gowns may require this documentation in order to pursue an insured carrier claim.

EVENT DATES

Customers are responsible for ordering sufficiently in advance of their wedding or event.

Providing Bella Luna Gowns with a wedding or event date does not, by itself, create a guaranteed delivery deadline.

Cancellation, postponement, relocation, or other changes to a customer's wedding or event do not create a right to cancel or refund a custom order.

CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact Bella Luna Gowns directly regarding any concern so that we have an opportunity to investigate and, where appropriate, correct the issue.

Nothing in this policy limits a customer's lawful rights with their payment provider.

If a customer initiates a chargeback or payment dispute, Bella Luna Gowns may provide relevant documentation to the bank, payment processor, card network, insurer, court, or other authorized entity, including:

  • order records;
  • proof of acceptance of our policies;
  • customer measurements;
  • measurement confirmations;
  • Custom Order Reviews;
  • design and material approvals;
  • photographs;
  • final approval records;
  • customer communications;
  • tracking information;
  • delivery confirmation; and
  • other evidence relating to the transaction.

Knowingly false or fraudulent disputes may result in refusal of future orders and other remedies available under applicable law.

NO WAIVER OF NON-WAIVABLE RIGHTS

Nothing in this policy is intended to eliminate any consumer right or remedy that applicable law does not permit the parties to waive.

Except for such legally required remedies, Bella Luna Gowns' custom and made-to-measure orders remain Final Sale and are not eligible for return, exchange, cancellation, refund, or store credit.

AGREEMENT TO THIS POLICY

By completing a purchase from Bella Luna Gowns, the customer acknowledges that they have read, understood, and agreed to:

  • this Returns, Refunds, Exchanges & Cancellations Policy;
  • our Terms of Service;
  • our Custom Order Policies, where applicable; and
  • all final specifications and measurements applicable to their order.

Because each garment is produced specifically for the customer, the customer acknowledges that the order cannot ordinarily be resold or repurposed for another customer.

QUESTIONS

Please contact:

Bella Luna Gowns LLC

Email: BellaLunaGowns@gmail.com
Text: (805) 217-1300
WhatsApp: +1 (805) 217-1300