Refund policy

At Lunariya, customer satisfaction is one of our top priorities. We want you to feel confident when shopping with us. If you receive an item that is damaged, defective, incorrect, or otherwise does not meet your expectations, we are here to help.

This Return and Refund Policy explains the conditions and procedures for requesting a return, replacement, or refund for an order placed through our online store.

By placing an order with Lunariya, you acknowledge and agree to the terms outlined in this policy.

1. Return Eligibility

We generally accept eligible return requests made within 30 days of the date your order was delivered.

To qualify for a return, the item should generally meet the following requirements:

  • The item must be unused and in its original condition.
  • The item should be returned with its original packaging, tags, accessories, and included materials, when applicable.
  • The item must not show signs of excessive use, washing, alteration, or damage caused after delivery.
  • The return request must be submitted within the applicable return period.
  • You may be required to provide your order number and other information necessary to verify the purchase.

Items that do not meet these conditions may not be eligible for a return or refund.

2. Damaged or Defective Items

We take great care when preparing orders for shipment. However, products may occasionally become damaged during transportation or arrive with a manufacturing defect.

If you receive an item that is damaged, defective, or unusable, please contact us as soon as possible after delivery.

To help us review the issue, we may request:

  • Your order number
  • A description of the problem
  • Clear photographs of the item
  • Photographs of the original packaging and shipping label, when applicable
  • Any other information reasonably necessary to investigate the issue

After reviewing the information, we may offer a replacement, refund, or another appropriate resolution depending on the circumstances.

3. Incorrect Item Received

If you receive an item that is different from the product you ordered, please contact us promptly.

Please do not use the incorrect item. We may request photographs of the item received and the shipping label to verify the issue.

If the error is confirmed to have been caused by Lunariya, we will work with you to provide an appropriate resolution, which may include a replacement or refund.

4. How to Request a Return

To request a return, please contact our customer support team using the contact information provided below.

Your return request should include:

  1. Your full name
  2. Your order number
  3. The item you wish to return
  4. The reason for the return
  5. Photographs, if the item is damaged, defective, or incorrect

Once your request has been reviewed, we will provide instructions regarding the next steps if your return is approved.

Please do not send an item back before receiving return instructions from our customer support team.

Returns sent without prior authorization may not be accepted or may experience delays in processing.

5. Return Shipping Costs

Unless the return is due to an error on our part, such as receiving an incorrect or defective item, the customer may be responsible for the cost of return shipping.

If the return is approved because the product arrived damaged, defective, or incorrect, Lunariya may provide additional instructions regarding return shipping.

Return shipping costs are generally non-refundable unless otherwise required by applicable law or specifically approved by our customer service team.

6. Refund Process

Once an approved return has been received and inspected, we will review the condition of the returned item.

If the return meets the requirements of this policy, the refund will be processed to the original payment method used to place the order.

Please allow reasonable processing time for the refund to appear in your account. After Lunariya issues the refund, the time required for the funds to appear may depend on your bank, credit card provider, payment processor, or other financial institution.

A refund may therefore not appear immediately after it has been approved.

7. Partial Refunds

In certain circumstances, only a partial refund may be issued.

This may apply when:

  • An item is returned with missing parts or accessories.
  • The item shows signs of use beyond what is reasonably necessary to inspect it.
  • The item has been damaged after delivery.
  • The item is returned in a condition that does not meet the stated return requirements.

Any applicable partial refund will be determined after the returned item has been reviewed.

8. Non-Returnable Items

Certain products may not be eligible for return due to their nature, hygiene requirements, personalization, or other applicable restrictions.

Non-returnable products may include, where applicable:

  • Personalized or customized products
  • Items specifically marked as final sale
  • Gift cards or similar non-refundable products
  • Products that cannot reasonably be resold due to hygiene or safety considerations
  • Items damaged through misuse, improper handling, or normal wear and tear
  • Products returned outside the applicable return period

If a particular product has special return restrictions, those restrictions may be displayed on the product page or communicated at the time of purchase.

9. Exchanges

If you would like to exchange an eligible product for another item, please contact our customer support team.

Depending on inventory availability, we may be able to provide an exchange. If the requested replacement item is unavailable, we may instead offer a refund or another appropriate resolution.

Exchanges are subject to the same general eligibility requirements as returns.

10. Order Cancellation

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

We will make reasonable efforts to accommodate cancellation requests received before the order has entered processing or shipment.

However, once an order has been processed, packed, or shipped, cancellation may no longer be possible.

If the order has already shipped, you may need to receive the package and follow the applicable return procedure.

11. Refused or Undeliverable Packages

If a package is refused by the recipient or returned to us because of an incorrect or incomplete address, failure to receive the package, or another reason attributable to the customer, additional shipping or handling costs may apply.

If the package is returned to Lunariya, we will contact the customer when possible regarding available options.

Any refund issued for an undeliverable or refused package may be adjusted to account for applicable shipping or return costs.

12. Lost or Stolen Packages

If tracking information confirms that a package was delivered to the shipping address provided at checkout, but the package cannot be located, please contact us so we can assist you with the available next steps.

Customers should first check with household members, neighbors, building management, mailrooms, or other secure locations where the carrier may have left the package.

Lunariya may request additional information from the customer or shipping carrier before determining an appropriate resolution.

13. Return Inspection

All returned products may be inspected upon receipt.

The purpose of the inspection is to verify that:

  • The returned item corresponds to the original order.
  • The item meets the return eligibility requirements.
  • The item has not been excessively used or damaged after delivery.
  • Required accessories, packaging, or components are included where applicable.

Approval of a return request before the item is received does not necessarily guarantee that a refund will be issued. Final eligibility may be determined after the returned product has been inspected.

14. Refund Delays

If you have been notified that your refund has been approved but the funds have not yet appeared in your account, please allow additional time for your payment provider or financial institution to process the transaction.

If a reasonable amount of time has passed and you still have not received the refund, please contact us with your order information so we can help investigate the status.

15. Shipping Fees and Refunds

Original shipping charges, if any, may not be refundable unless the return is the result of an error on our part, a defective product, or another circumstance where a refund of shipping charges is appropriate or required by applicable law.

The amount of any refund will be communicated to the customer when the return is processed.

16. Returns Due to Change of Mind

If you simply change your mind about a purchase, you may request a return within the applicable return period, provided the product meets all return eligibility requirements.

The item must generally be unused, undamaged, and in its original condition and packaging.

Customers may be responsible for return shipping costs for change-of-mind returns.

17. Fraudulent or Abusive Return Activity

Lunariya reserves the right to refuse returns, refunds, replacements, or exchanges when there is reasonable evidence of fraudulent, abusive, or excessive return activity.

Examples may include, but are not limited to:

  • Repeated returns that do not meet our policy requirements
  • Returning products that were not purchased from Lunariya
  • Returning used or intentionally damaged merchandise
  • Providing false or misleading information regarding an order
  • Attempting to obtain multiple refunds or replacements for the same purchase

This provision does not limit any rights provided to customers under applicable law.

18. Policy Exceptions

In exceptional circumstances, Lunariya may consider a return, replacement, or refund outside the standard requirements of this policy.

Any exception is determined on a case-by-case basis and does not create an obligation to make the same exception for future orders.

Nothing in this policy is intended to limit any consumer rights that cannot legally be waived under applicable law.

19. Changes to This Return and Refund Policy

Lunariya reserves the right to update or modify this Return and Refund Policy at any time.

Changes may be made to reflect operational updates, changes in our services, legal requirements, or improvements to our customer service practices.

The updated policy will become effective when published on our website. Customers are encouraged to review this page periodically for the latest information.

20. Contact Us

If you have any questions about returns, refunds, exchanges, damaged products, defective items, or order cancellations, please contact our customer support team.

Lunariya
Email: support@lunariya.shop
Phone: +1 (870) 345-0042
Address: 730 E 46th St, San Angelo, TX 76903, United States

When contacting us about a return or refund, please include your order number and a brief description of your request so that we can assist you as efficiently as possible.

Return & Refund Summary

For quick reference:

  • Return Period: Up to 30 days from delivery for eligible items
  • Item Condition: Generally unused, undamaged, and in original condition
  • Damaged/Defective Items: Contact customer support promptly
  • Wrong Item: Contact us before using or returning the item
  • Return Shipping: May be the customer's responsibility unless the return is due to our error or an eligible product issue
  • Refund Method: Original payment method
  • Refund Timing: Depends on payment provider or financial institution after approval
  • Order Cancellation: Contact us as soon as possible before processing or shipment
  • Customer Support: support@lunariya.shop
  • Phone: +1 (870) 345-0042

Thank you for shopping with Lunariya. We appreciate your business and are committed to providing a positive shopping experience.