Return policy
Return and Refund Policy
Duration
Our return policy is 30 days. If more than 30 days have passed since your purchase, we unfortunately cannot process returns or exchanges.
Suitability
To be eligible for a refund:
The product must be unused and returned in its original condition, exactly as it was received.
The product must be in its original packaging.
Exceptions
The following items are non-returnable:
Perishable goods (e.g., food, flowers, newspapers, magazines).
Confidential/hygienic products, hazardous materials, flammable liquids and gases.
Gift cards
Downloadable software products
Certain health and personal care products
Purchase Document
A receipt or proof of purchase is required to complete the return process.
Partial Refunds
In certain circumstances, only partial refunds may be available:
Clearly used items (e.g., opened books, software, CDs/DVDs, video games, cassettes, records).
Products that are not in their original condition, are damaged, or are missing parts due to reasons beyond our control.
Returns exceeding 30 days of delivery.
Damaged Products
If a product arrives damaged, the customer must notify us within 24 hours of delivery.
Necessary Evidence
Photos: Clear images showing the product defect, including original packaging and shipping label.
Video: A short video demonstrating the functionality issue (if available).
Additional explanation: Brief description of the damage, time the product was unpacked, and observations regarding the shipping process.
Operation
Request Submission: Send an email to lunareled@gmail.com within 24 hours with the required documents.
Review: The team will conduct the necessary assessment.
Solutions:
Exchange: A free replacement will be sent.
Refund: If no replacement product is available, a refund will be issued.
Partial Refund: A partial refund of 10-20% is possible for minor defects.
📌 In case of damage during shipping, please keep the packaging materials for inspection by the shipping company.
Return Process
Approved returns are processed once they reach our warehouse.
The refund will be credited to your original payment method within 3-5 business days.
Delayed or Incomplete Refunds
Check your bank account.
Contact your credit card company or bank; processing times may vary.
If the problem persists, please contact lunaraled@gmail.com.
Products for Sale
Only items with a regular price can be returned. Returns are not possible for discounted items.
Changes
Only defective or damaged products can be exchanged. To request an exchange, please write to lunaraled@gmail.com.
Gifts
If the product is marked as a gift, gift credit equal to the refund amount will be given.
If the person who gave the gift sent the order to their own address, the refund will be issued to them.
Cargo
The customer is responsible for the shipping costs of returned items.
For returns over $75, tracked or insured shipping is recommended.
The customer is responsible for returned items until they reach us.
📌 Items sent by mistake cannot be returned or refunded.
Restock Fee
A 15% restocking fee will be applied to all accepted returns.
The customer receives 85% of the total payment (excluding shipping costs) back within 3–5 business days.