Effective Date: December 21, 2024
At Lunovilla, we believe in making your shopping experience as smooth and stress-free as possible. If for any reason you are not fully satisfied with your purchase, we are here to help. Please read our refund and return policy below for full details on how to initiate a return and refund request.
1. Return Period
You can return your products within 30 days from the date you received your order.
2. How to Initiate a Return
To begin the return process, simply follow these steps:
- Contact Us
Email our support team at support@lunovilla.com with the following details:- Your order number
- The reason for the return (e.g., defective item, change of mind, incorrect product).
- Return Authorization
After reviewing your request, we will send you:- A return authorization and instructions.
- If applicable, a prepaid return shipping label.
- Preparing the Return
Ensure the product is:- Unused and in original condition.
- Securely packed in its original packaging with all labels and documentation included.
- If you’ve received a return label from us, please use it when sending the item back.
3. Return Shipping Costs
- Defective or Damaged Products:
We will cover all return shipping costs if the product is found to be defective or damaged. - Change of Mind:
If you are returning an item because you’ve changed your mind, you will be responsible for return shipping costs. These costs will be deducted from your refund. - Restocking Fees:
We do not charge restocking fees on any returns.
4. Exchange Policy
If you’d prefer to exchange a product, we are happy to accommodate your request within 30 days of receiving your order, as long as the item meets the following criteria:
- The product must be unused, undamaged, and in its original packaging.
- To initiate an exchange, contact us at support@lunovilla.com with your order number and reason for the exchange.
5. Conditions for Returning Items
- Change of Mind:
- The item must be unused, in original condition, and in original packaging.
- The customer is responsible for return shipping costs.
- Defective Products:
- If the product is defective, we will cover return shipping and offer either a replacement or a full refund.
- Damaged Products:
- If your product arrives damaged, please contact us within 48 hours of receiving the item.
- Send photos of the damage, and we will either replace the item or issue a refund, along with covering return shipping costs.
- Incorrect Item Received:
- If you receive the wrong product, notify us immediately.
- We will cover the return shipping costs and send you the correct item.
- Lost Products:
- If your item is lost in transit, please get in touch with us to investigate.
- We will offer a full refund or a replacement if the item is confirmed as lost.
6. Cancelling Your Order
- Before Shipment:
You may cancel your order before it has been shipped. If canceled before shipment, you will receive a full refund. - After Shipment:
If your order has already been shipped, you will need to follow the standard return process after receiving the product.
7. Refund Process
- Refund Processing:
Once we receive the returned item and it’s inspected, we will process your refund within 7 business days. - Refund Method:
Refunds will be credited to the original PayPal account used to make the purchase.
8. Non-Returnable Items
The following items are not eligible for returns:
- Custom-made or personalized products.
9. Return Address
Please return items to the following address:
Lunovilla
449 Claremont Rd,
Manchester M14 5WP,
United Kingdom
10. Your Legal Rights
This refund and return policy does not affect your statutory rights under consumer protection laws, which include your right to a refund if the product is not as described or faulty.
11. Contact Us
If you have any questions about our return and refund policy or need assistance, don’t hesitate to reach out:
- Email: support@lunovilla.com
- Phone: +44 7457 409312
- Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (GMT)
Our customer service team aims to respond within 6-24 hours.
For more details, you can also check out our FAQ section.