Refund policy
At Lunea Living, we are committed to providing quality products and customer service. If you are not satisfied with your order, eligible items may be returned within 30 days of delivery for a refund, store credit, or exchange, subject to the conditions outlined below.
Return Eligibility
To be eligible for a return, the item must:
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Be unused and in its original condition.
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Be returned in the original packaging, including all accessories, manuals, labels, and protective materials.
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Be accompanied by proof of purchase, such as an order confirmation or receipt.
Return Period
All return requests must be submitted within 30 days from the date of delivery.
Non-Returnable Items
The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:
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Customized or made-to-order products.
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Clearance, final-sale, or non-returnable items as indicated at the time of purchase.
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Products that have been assembled, installed, modified, or used after delivery.
Return Shipping
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
We recommend using a trackable shipping service, as Lunea Living is not responsible for return shipments that are lost, delayed, or damaged in transit.
Restocking Fees
Lunea Living does not charge restocking fees for approved returns.
Return Procedure
To initiate a return:
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Contact us at info@lunealiving.com within 30 days of receiving your order.
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Provide your order number and the reason for the return request.
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If requested, submit photos of the item and its packaging.
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Repackage the item securely in its original packaging.
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Ship the item to the return address provided by our customer support team using a trackable shipping method.
Returns sent without prior authorization may be refused or delayed.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed within 7 business days to the original payment method. Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 30 days of delivery at info@lunealiving.com
Please include:
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Your order number.
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Clear photographs or videos showing the damage or defect.
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Photos of the original packaging.
Upon verification, we will provide an appropriate resolution, which may include a replacement, repair, store credit, or full refund at no additional cost.
Incorrect Items
If you receive an item different from the one ordered, please contact us within 30 days of delivery at info@lunealiving.com
Please provide:
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Your order number.
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Photos of the item received.
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Photos of the packaging and shipping label.
After verification, we will arrange a replacement or issue a full refund at no additional cost to you.
Contact
If you have any questions regarding our Return & Refund Policy, please contact us:
Lunea Living
Website: www.lunealiving.com
Email: info@lunealiving.com
We strive to make returns simple and stress-free. If you have any questions, concerns, or just want guidance on the return process, don’t hesitate to reach out to us at info@lunealiving.com - our team is always happy to help.
Thank you for shopping with Lunea Living. We appreciate your trust and look forward to serving you again.
Contact information
Store name: Lunea Living
Company name: Essence Elite Ltd
Company number: 77586875
Warehouse Address:
Company Address: 111 Tung Chau Street, Tai Kok Tsui, Kowloon, Hong Kong
Email: info@lunealiving.com
Phone number:
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 6pm (GMT-8)
Saturday and Sunday: Closed