Refund policy
Return & Refund Policy – LunaShop
At LunaShop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
1. Return Eligibility
You may return eligible items within 30 days of receiving your order.
To qualify for a return, the item must:
- Be unused and in its original condition
- Be returned in the original packaging
- Include all tags, accessories, manuals, and free gifts (if applicable)
- Be accompanied by proof of purchase or order number
Clear return windows and item-condition requirements help reduce confusion and create a better customer experience.
2. Non-Returnable Items
The following items cannot be returned or refunded:
- Opened or used skincare and beauty products
- Personal care and hygiene items
- Gift cards
- Clearance, final sale, or promotional items
- Customized or personalized products
- Products damaged due to misuse or improper handling
3. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.
Please provide:
- Your order number
- Photos of the item and packaging
- A brief description of the issue
Once approved, we will provide a replacement, exchange, or full refund at no additional cost.
4. How to Request a Return
To initiate a return:
- Email us at jeonyeniret@gmail.com
- Include your order number and reason for return
- Wait for return authorization instructions
- Ship the item back to the provided return address
Returns sent without prior authorization may not be accepted.
5. Return Shipping Costs
- If the return is due to a defective, damaged, or incorrect item, LunaShop will cover the return shipping costs.
- If the return is due to a change of mind, incorrect selection, or other customer-related reasons, the customer is responsible for return shipping costs.
6. Refund Process
After receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be issued to the original payment method.
- Processing time is typically 5–10 business days, depending on your payment provider and bank. Clear refund timelines are considered a key ecommerce best practice.
7. Exchanges
We offer exchanges for eligible items when available.
If you wish to exchange an item, please contact our support team before returning the product.
8. Order Cancellations
Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.
Once an order has been shipped, it can only be returned according to this policy.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
- If you still have not received your refund, contact us at jeonyeniret@gmail.com
10. Contact Us
For questions regarding returns and refunds, contact:
LunaShop Customer Support
📧 Lunashop304@gmail.com
By placing an order with LunaShop, you agree to this Return & Refund Policy.