Effective date: 28 June 2026
This Return and Refund Policy applies to all purchases made through LuneraSylve.
If you have any questions about returns or refunds, you can contact us at lunera.customerteam@gmail.com
1. Order Processing and Shipping
All orders are processed within 1 to 3 business days after payment confirmation.
Once shipped, delivery times are estimated between 7 and 20 business days depending on the destination and local postal services. These timeframes are estimates and may vary due to customs processing, holidays, or carrier delays.
Customers will receive tracking information once the order has been shipped.
2. Returns
We accept return requests under the following conditions:
To request a return, you must contact us at lunera.customerteam@gmail.com with your order number, description of the issue, and clear photo evidence if applicable.
Items must be unused and in their original condition when possible.
3. Non-Returnable Items
For hygiene and safety reasons, certain products may not be eligible for return once opened or used, including but not limited to hair accessories and beauty tools unless they arrive damaged or defective.
4. Refunds
Once your return request is approved, we will notify you regarding the approval or rejection of your refund.
If approved, refunds will be processed back to your original payment method within 5 to 10 business days.
Shipping costs are non-refundable unless the item received was incorrect or defective.
5. Late or Missing Refunds
If you have not received your refund after the stated timeframe, please:
If you still have not received your refund, contact us at lunera.customerteam@gmail.com
6. Order Issues
If your order is lost, delayed beyond the estimated delivery time, or arrives damaged, please contact us as soon as possible so we can assist you.
We may offer a replacement or refund depending on the situation.
7. Cancellations
Orders can only be canceled within 12 hours of purchase, before they are processed for shipping.
After this period, we cannot guarantee cancellation as the order may already be in processing or transit.
8. Contact Information
For all return and refund inquiries, please contact: lunera.customerteam@gmail.com