Return & Refund Policy

Your satisfaction is important to us.

If you're not completely satisfied with your purchase, we're here to help.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • The item must be in good condition.
  • All original accessories must be included.
  • The product must not be intentionally damaged or modified.

Returns requested after 30 days cannot be accepted.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Products showing signs of misuse
  • Products intentionally damaged
  • Items returned without authorization
  • Gift cards (if applicable)

Return Authorization

Before returning any item, please contact our support team.

Unauthorized returns may not be accepted.

Our support team will provide return instructions and the appropriate return address.

Return Shipping

Unless the product arrives damaged, defective, or incorrect, customers are responsible for return shipping costs.

Original shipping charges are non-refundable.

Damaged or Incorrect Orders

If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery.

Please include:

  • Order number
  • Photos of the product
  • Photos of the shipping package

We'll review your request and work toward an appropriate resolution.

Refund Processing

Once your return has been received and inspected, we'll notify you of the outcome.

Approved refunds will be issued to your original payment method within 5–10 business days.

Your financial institution may require additional processing time.

Order Cancellation

Orders may be cancelled before they have been processed for shipment.

Once an order has entered fulfillment or has been shipped, it can no longer be cancelled.

Customers may instead request a return after delivery, subject to this policy.

Refused Deliveries

If a shipment is refused by the customer or returned due to an incorrect address provided by the customer, any return shipping fees or carrier charges may be deducted from the refund amount.

Chargebacks

If you experience any issue with your order, we encourage you to contact our support team before initiating a payment dispute.

Our team is committed to resolving shipping, delivery, or product concerns quickly and fairly.

Opening a chargeback while an order is still in transit or while a support case is being actively reviewed may delay the resolution process.

Contact Us

Email: support@lunavia.com

Response Time: Within 24 business hours