Refund policy

Returns

We want you to feel confident when ordering from Lunerasylve.

You have the right to request a return within 14 days of receiving your order, in accordance with EU consumer protection guidelines.

To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be returned in its original packaging

To start a return, please contact us at lunera.customerteam@gmail.com with your order details.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or incorrect.

We recommend using a tracked shipping method, as we cannot guarantee receipt of returned items without tracking.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Your refund will be processed within 5-10 business days
  • The refund will be issued to your original payment method

Please note that shipping costs are non-refundable, unless the return is due to our error.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

Include:

  • Your order number
  • Clear photos of the issue

We will arrange a replacement or full refund at no additional cost to you.

Non-Returnable Situations

We may not accept returns in the following cases:

  • Items that have been used or damaged after delivery
  • Returns requested after the 14-day period
  • Items returned without prior contact

Contact Us

If you have any questions about shipping, returns, or your order, feel free to reach out:

📩 lunera.customerteam@gmail.com

We respond to all inquiries within 24 hours, Monday-Friday.