Introduction

Lunaire Works sells British-made MDF wall panelling — including tongue & groove panels, room-specific panelling kits, and fitting accessories — to customers across the United Kingdom. This Payment Policy explains, in plain language, how payments are taken, protected, and processed when you order from us.

We have written this policy ourselves, specifically for how our store operates. It is not a generic template, and it should answer every reasonable question a customer or payment provider might have about how we handle money. If anything here is unclear, our team is one message away — see Contact Us below.

This policy should be read alongside our Shipping Policy, Returns & Refunds Policy, and Terms & Conditions, which together govern every order placed on our website.

Accepted Payment Methods

We accept the following payment methods at checkout. Every method is processed through an encrypted, PCI-DSS-compliant payment gateway — we never see or store your full card details. We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, Shop Pay, Maestro, Diners Club, Discover, Union Pay, and Elo.

Shop Pay, Apple Pay and Google Pay are digital wallets that securely store your card details with your device or browser; the underlying card scheme (Visa, Mastercard, etc.) still applies. Availability of a specific wallet may depend on your browser, device, or operating system, and is shown automatically at checkout when supported.

Currency & Pricing

All prices displayed on lunaireworks.com are shown in British Pounds Sterling (GBP, £) and include UK VAT where applicable, unless a product page states otherwise. We currently sell and ship to customers within the United Kingdom only.

If you pay with a card issued outside the UK, or in a different currency, your bank or card provider may apply its own currency conversion rate and may charge a foreign transaction fee. These charges are set by your bank, not by Lunaire Works, and we recommend checking with your card provider before ordering if this applies to you.

The total amount shown at checkout — including the product price, any applicable VAT, and shipping (free on all UK orders, with no minimum spend) — is the final amount you will be charged. There are no hidden fees added after checkout.

When You Are Charged

Your payment method is charged in full at the moment you place your order and your payment is authorised. We do not pre-authorise and charge later, and we do not split payments across multiple charges for a single order.

If a payment is taken in error, or if we are unable to fulfil your order for any reason (for example, a product is unexpectedly out of stock), we will contact you and issue a full refund to your original payment method within 10 working days.

Payment Security

We take the security of your payment information seriously, and we have built our checkout to keep it that way:

• Encrypted checkout: All transactions are processed over an encrypted (HTTPS/TLS) connection.
• PCI DSS compliance: Card payments are handled by a Payment Card Industry Data Security Standard (PCI DSS) compliant payment gateway. This means your full card number, expiry date, and security code are never stored on our servers — they are encrypted and processed directly by our payment provider.
• No manual card storage: Our team cannot see or access your complete card details at any point in the order process.
• 3D Secure authentication: Where supported by your card issuer, an additional verification step (such as a one-time passcode or banking app confirmation) may be required to confirm it's really you making the purchase.

If you ever receive a message claiming to be from Lunaire Works asking for your full card number, bank password, or one-time passcode by email, text, or phone, please do not respond — we will never ask for this information directly, and you can report it to us using the details in Contact Us.

Order Verification & Fraud Prevention

To protect both our customers and our business from fraudulent transactions, some orders may be subject to additional checks before they are dispatched. This can include automated risk screening, address verification, or — in rare cases — a follow-up call or email from our team to confirm the order is genuine.

If we need to verify an order, we will contact you using the details provided at checkout. We will never ask you to send card details, passwords, or one-time passcodes during this process. If a payment cannot be verified, we reserve the right to cancel the order and issue a full refund.

Declined or Failed Payments

If your payment is declined at checkout, the order will not be placed and you will not be charged. This is usually due to one of the following:

• Incorrect card number, expiry date, or security code
• Insufficient funds or a card spending limit being reached
• Your bank's fraud-prevention system flagging the transaction
• A billing address that does not match the address registered with your card issuer
• An expired or blocked card

If your payment fails, please check your card details and try again, try an alternative payment method, or contact your bank directly. If the issue continues, our team is happy to help — see Contact Us.

Order Confirmation & Receipts

Once your payment has been successfully processed, you will receive an automatic order confirmation email containing your order number, an itemised summary of your purchase, the total amount charged, and your delivery address. This email serves as your receipt of payment.

If you do not receive a confirmation email within 30 minutes of ordering, please check your spam or promotions folder, then contact us so we can confirm your order status and resend your receipt if needed.

VAT & Pricing Accuracy

Lunaire Works is operated by STERZEAL HATS LIMITED, a company registered in England (Company No. 13249070, VAT No. GB433989551). Where VAT applies, it is calculated and included in the price shown on each product page and at checkout — there is no VAT added afterwards.

We take care to ensure every price displayed on our website is accurate. In the rare event that a product is listed at an incorrect price due to a technical or human error, we will contact you before processing your order to confirm whether you wish to proceed at the correct price, amend your order, or cancel it for a full refund. We will never charge you more than the price you were shown and agreed to at checkout.

Discount Codes & Gift Cards

Valid discount codes can be entered at checkout and will be deducted from your order total before payment is taken — the discounted amount is what your card or wallet will be charged. Discount codes have individual expiry dates and conditions of use, which are stated wherever the code is offered (for example, our newsletter sign-up discount).

Only one discount code can typically be applied per order, unless stated otherwise. If a code does not apply at checkout, please double-check the code and its expiry date, or contact us for assistance.

Refunds & Payment Reversals

We offer a 30-day money-back guarantee on all standard panelling products. Where a refund is approved — whether for a return, a cancelled order, or a resolved issue with your delivery — it will always be issued back to the original payment method used for that order. We are not able to refund to a different card, account, or payment method.

Refunds are typically processed within 5–10 working days of approval, though your bank or card issuer may take a few additional days to show the funds in your account. Custom-cut panels are non-returnable unless they arrive damaged or faulty, in line with our Returns & Refunds Policy.

For full details on eligibility, timelines, and how to start a return, please see our Returns & Refunds Policy.

Custom, Bulk & Trade Orders

For custom sizes, larger quantities, or trade/tradesperson orders, payment is taken in full at the time of order through the same secure checkout used for standard products, unless our team has separately agreed alternative payment terms with you in writing (for example, for large bulk orders). Any such agreement will always be confirmed in writing before payment is taken.

Your Rights Under UK Law

As a UK-based customer, your payments and purchases with us are protected by UK consumer law, including:

• The Consumer Rights Act 2015 — your right to goods that are as described, of satisfactory quality, and fit for purpose.
• The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — your right to clear pre-contract information and, for most online orders, a 14-day cooling-off period in addition to our own 30-day guarantee.
• The Payment Services Regulations 2017 — rules governing how payment service providers (such as our payment gateway) must handle and protect your payment.
• UK GDPR and the Data Protection Act 2018 — your payment and personal data is processed lawfully, securely, and only for the purpose of fulfilling your order. See our Privacy Policy for full details.
• The Consumer Protection from Unfair Trading Regulations 2008 — our commitment to clear, accurate pricing and honest product descriptions.

None of the above limits your statutory rights. Where anything in this policy is more generous than the law requires (such as our 30-day guarantee), the more generous term applies.

Changes to This Policy

We may update this Payment Policy from time to time — for example, if we introduce a new payment method or our payment provider changes its requirements. Any changes will be posted on this page with a revised "Last updated" date. We encourage you to review this page periodically. Changes will never apply retroactively to reduce protections on an order you have already placed.

Contact Us

If you have any questions about a payment, a charge on your statement, or anything in this policy, we're here to help.