Refund policy

Last updated: 10 November, 2025

Thank you for shopping with us. We want you to enjoy your purchase, and we’re here to help. This Return & Refund Policy outlines how returns, exchanges, and refunds work at Lunaros.

1. Eligibility for Returns

We accept returns for most items within 14 days of delivery.

To be eligible, your item must be:

  • Unused and in the same condition you received it

  • In its original packaging

  • Free from damage, wear, or signs of use

To start a return, please contact us at hello@lunaros.store with:

  • Your order number

  • Reason for the return

  • Photos or video of the item (required for quality verification)

Returns sent back without approval will not be accepted.

2. Non-Returnable Items

To protect product hygiene and due to supplier restrictions, the following items cannot be returned:

  • Earbuds, headphones, or personal audio products

  • Intimate or sanitary goods

  • Health & personal care items

  • Gift cards

  • Sale or discounted items

  • Items marked “non-returnable” on the product page

3. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us at hello@lunaros.store within 7 days of delivery.

Please include:

  • Photos or videos clearly showing the issue

  • Photos of the packaging, if it was damaged in transit

Once verified, we will offer either:

  • A replacement (if available), or

  • A refund

There is no need to return damaged or faulty items unless our team specifically requests it.

4. Change-of-Mind Returns

If you change your mind or no longer want the item, a return may be accepted at our discretion.

Please note:

  • You are responsible for return shipping costs

  • Original shipping fees are non-refundable

  • A small restocking fee may apply depending on the product and supplier

5. 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 to your original method of payment within 3–7 business days. Processing times may vary depending on your bank or payment provider.

Shipping fees, insurance, and any priority processing fees are non-refundable.

6. Order Cancellations

Orders may be cancelled within 2 hours of purchase, provided they have not yet been processed or shipped.

Once an order has been sent to the warehouse or marked as shipped, we are unable to cancel it.

7. Lost or Stolen Packages

We are not responsible for:

  • Incorrect or incomplete shipping addresses provided by the customer

  • Packages marked as “delivered” by the carrier

However, we will do our best to help you work with the carrier to locate or resolve the issue.

8. Exchanges

At this time, exchanges are handled as a new order.

Please first contact us at hello@lunaros.store to request a return. Once your return is approved, you may place a new order for the replacement item.

9. Return Shipping

You are responsible for:

  • The cost of return shipping

  • Ensuring the item is securely packaged for transit

We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

10. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us at:

📩 hello@lunaros.store