Refund policy

REFUND & QUALITY GUARANTEE POLICY

At LUNORA, we are committed to delivering exceptional quality and ensuring that every customer receives brand-new, untouched merchandise. To uphold our high standards of safety, hygiene, and product integrity, all returns are processed through a standardized quality assurance procedure.

30-DAY RETURN GUARANTEE

We offer a 30-day return evaluation period starting from the date of delivery confirmation.

PRODUCT INTEGRITY & HYGIENE STANDARDS

To ensure all LUNORA clients receive items in flawless condition, returned merchandise must be strictly unopened, unused, unworn, and remain in its original factory-sealed packaging with all original tags attached. Items showing any signs of opening, handling, or altered seals will be declined to preserve product hygiene standards for our community.

PRIORITY RETURN VERIFICATION

To initiate a return and enable our quality team to assist you efficiently:

  1. Contact us at 1lunora11@gmail.com with your order number.

  2. Provide clear photo and video evidence demonstrating that the product remains factory-sealed and in its original state.

This verification step protects your return against claims of transit damage and ensures a seamless review process. Unsolicited packages sent without prior authorization cannot be accepted.

48-HOUR ARRIVAL INSPECTION GUARANTEE

To guarantee prompt resolution for any issues caused during shipping, please inspect your package immediately upon arrival. Any claims regarding damaged, defective, or incorrect items must be reported to 1lunora11@gmail.com within 48 hours of delivery.

Submitting photos and videos of the outer shipping packaging and affected item within this 48-hour window allows us to prioritize your replacement request and file an immediate carrier claim on your behalf.

SECURE TRANSIT & QUALITY INSPECTION FEE

  • Trackable Return Shipping: To ensure your return arrives safely at our facility, customers are responsible for selecting a trackable shipping service with delivery confirmation. Original shipping fees are non-refundable.

  • Quality Re-Inspection Fee: All authorized returns undergo a comprehensive warehouse re-inspection and restocking process. A 15% quality handling fee will be deducted from the final refund amount to cover sanitization and administrative processing.

EXCEPTIONS & HYGIENE RESTRICTIONS

For customer health and safety reasons, we cannot accept returns on:

  • Unsealed, opened, or used products

  • Personal care and hygiene items

  • Custom, special-order, or personalized goods

  • Promotional bundles, sale items, and gift cards

EXCHANGES

To ensure you receive your desired replacement item as quickly as possible, we process all requests via our streamlined return-and-reorder process rather than manual exchanges.

EUROPEAN UNION 14-DAY RIGHT OF CANCELLATION

For orders shipped to the European Union, customers retain the statutory right to cancel or return their purchase within 14 days of delivery. Items must remain strictly unopened, unused, and in original sealed packaging. Proof of purchase is required.

REFUND ALLOCATION & PROCESSING

Once your returned package passes our warehouse quality inspection, we will notify you regarding the approval status. Upon approval, your refund (minus original shipping costs and the 15% quality handling fee) will be credited automatically to your original payment method within 10 to 14 business days.

If more than 15 business days have passed since your return was approved, please contact our support team at 1lunora11@gmail.com.