Exchanges and Returns
Returns & Exchanges
Our policy is designed to give you confidence, clarity, and peace of mind.
🛡️ Our Commitment
At Lunanze, our returns and exchange policy is designed to ensure a safe and confident shopping experience. All our products are covered by a warranty against manufacturing defects.
We also accept exchanges if the item you receive differs from what was originally ordered.
📦 When Can I Request an Exchange?
If you receive a defective product or an item that does not match your order, you may request an exchange within 15 days from the delivery date, as confirmed by our tracking system.
Please include clear photos or videos showing the defect or discrepancy when submitting your request.
🔍 Review Process
Once we receive your request, our quality control team will carefully review the information provided. After evaluation, we will contact you with a final decision regarding approval.
✅ Approved Requests
If the issue is confirmed, you will be offered one of the following options:
- Full or partial refund of the amount paid
- Shipment of a new item identical to the one ordered
- A replacement product of equivalent value
- A store voucher to use on future purchases
💳 Refund Processing
Refunds, when applicable, are issued using the original payment method and may take 3 to 20 business days to appear, depending on your payment provider.
⚠️ Important Information
We do not accept returns or issue refunds outside the 15-day period established by Lunanze. Returned items sent without prior notice, outside the return window, incomplete, without tags, or without proof of purchase will not be accepted and will be returned to the customer.
Items rejected after evaluation will be sent back using a postage-due method, and shipping costs will be the customer’s responsibility.
Lunanze is not responsible for shipping costs related to returns, refunds, or exchanges.