Refund policy
RETURN POLICY - PROTECTING CUSTOMERS' RIGHTS
We always want you to be satisfied with the product you have chosen. Therefore, our return policy is built to ensure your rights clearly and transparently:
Return period:
You can request to return/exchange within 30 days from the date of receipt. After this period, we regret that we cannot support refunds or product exchanges.
Product conditions for return/exchange:
- The product must be intact, unused and in the original condition as when you received it.
- Must have all original packaging and accessories, accompanying documents.
- If the original packaging is no longer available, please carefully repack it with a suitable replacement box to ensure safety during transportation.
The return address will be provided specifically on the return label (or provided by us) – please check carefully before sending.
An invoice or proof of purchase is required to confirm the transaction. Please do not send the product back to the manufacturer without specific instructions from us.
Note: Orders purchased during the promotion are final transactions, and can only be returned if there is a manufacturing defect.
Unboxing video regulations (effective from 29/01/2025):
To ensure your rights when making a warranty or complaint, please record a video of the entire unboxing process immediately upon receipt of the product.
Why is a video needed?
This video is authentic evidence, helping to protect the customer's rights if there is an error in packaging, shipping or product defect.
If there is no unboxing video or it is not provided when necessary, unfortunately we cannot support a refund or exchange of the product.
We understand that every shopping experience is important. Thank you for trusting and choosing our products. We are committed to constantly improving to bring you the best service and quality.
WARRANTY POLICY & PRODUCT RETURN SUPPORT
We always put product quality and customer satisfaction first. Therefore, if the product you receive has a problem, we are committed to handling it quickly and wholeheartedly as follows:
1. WARRANTY FOR MANUFACTURER DEFECTS
If the product has a technical error or is damaged by the manufacturer, we will immediately send a new replacement product, without asking you to return the old product.
No charge - No time wasted - No hassle.
2. RETURN / REFUND IN THE FOLLOWING CASES:
Product is the wrong size or model:
→ We will send you the correct product.
Condition: Must record a video when opening the box and send it to us as evidence.
→ Request period: Within 15 days from the date the system confirms delivery.
Product is scratched, torn, broken, damaged... (may arise during use or transportation):
→ Please provide a video of opening the package and a video of the current condition of the product.
→ Request period: Within 5 days from the date of delivery confirmation.
You will not incur any costs.
We will send you a new replacement product without returning the old product.
The goal of this policy is to give you absolute peace of mind when shopping with us. Thank you for your trust and choice!
REFUND POLICY (IF APPLICABLE)
Once we receive your returned product and complete the inspection, we will send you an email to notify you that the item has been received. At the same time, you will also be notified of the result of the refund approval or rejection.
If the request is approved, the refund will be processed and automatically transferred to your credit card or original payment method within 3 business days.
Note:
We do not refund in cases where the product is damaged due to the customer's misuse or failure to follow the instructions for use.
IN CASE OF DELAYED PAYMENT OR NOT RECEIVED REFUND (IF ANY)
If you have not received your refund after receiving the notification:
Please check your bank account again.
Contact your credit card company, as it may take some time before the refund is officially updated.
Next, contact your bank, as sometimes refunds take additional processing time.
If after completing all the steps above you still have not received your money, please contact us via email: support@lunarelle.co
RETURN SHIPPING CHARGES
– You will be responsible for the shipping costs when returning the product.
– Shipping costs are non-refundable.
– If you are eligible for a refund, the cost of returning the item will be deducted from the total refund amount.
– The time it takes to receive your exchanged item may vary depending on your location.
Address: 5281 Questa Dr Abilene Texas 79605 United States
Phone: (+1) 254.5213482
Email: support@lunarelle.co
TAWNY PERRY LLC
Phone number: (+1) 254.521.3482
Email: support@lunarelle.co
Address: 5281 Questa Dr Abilene Texas 79605-2510 United States