1. How This Policy Works with Returns & Exchanges
The Returns & Exchanges page is the practical guide for checking eligibility, requesting instructions, packing an item, and sending it back. This Refund Policy is the formal guide to refund approval, calculation, method, and timing. The two pages should be read together.
A return request does not automatically mean a refund has been approved. Unless we confirm another solution, an eligible return must reach the designated return location and pass inspection before the refund is issued.
2. Return Request Window
You may request a return within 30 days after delivery unless the item is identified as final sale, customized, non-returnable, or excluded by an applicable hygiene rule or law. Please contact us within the 30-day window even if you are still waiting for return instructions when the window ends.
Delivery is normally based on the carrier's delivery record. If the carrier status is incorrect or the parcel was not actually received, contact support@lunoriana.com promptly so we can review the delivery issue instead of treating it as a standard return.
Nothing in this policy shortens a mandatory cancellation, withdrawal, warranty, or consumer-protection period that applies in your location.
3. Condition and Inspection
For a fit, preference, or change-of-mind return, the item should be unworn, unwashed, unused, unaltered, and in its original condition. Original tags should remain attached, and packaging, accessories, protective components, and other included parts should be returned where reasonably possible.
Trying an item on carefully is understandable. A refund may be reduced or declined where permitted if the item shows wear, washing, stains, odours, makeup, perfume, deodorant marks, pet hair, alteration, missing parts, damage after delivery, or handling beyond what is reasonably needed to check fit and appearance.
During inspection, we match the item to the order and approved return request. We may contact you for more information if the item, quantity, condition, or return reason does not match the request.
4. Items That May Not Be Refundable
Final sale items, gift cards, customized or clearly personalized items, used or washed items, items damaged by misuse, and items without reasonable proof of purchase may not be eligible for a refund unless applicable law or a confirmed product issue requires otherwise.
For hygiene-sensitive products, removing a hygiene strip, breaking a protective seal, or opening sealed packaging may affect eligibility. Any item-specific restriction should be shown on the product page or at checkout before purchase.
An unapproved parcel sent to an address not provided by our support team may be delayed, refused, lost, or returned to the sender. Please request instructions before shipping anything.
5. Starting and Sending a Return
Email support@lunoriana.com with your order number, checkout email address, item name, size or colour, quantity, and reason for return. Include clear photos when the request involves damage, a defect, an incorrect item, or the item's condition.
Wait for approval and use only the return method and address provided in our instructions. Eligible returns include return shipping at no charge through the method our support team provides. We do not promise a self-service return portal or one specific label format. Please keep any receipt and tracking number until the refund is complete.
Unless our instructions or applicable law say otherwise, the return remains the sender's responsibility until it is delivered to the designated return location. We may be unable to refund an item that does not arrive, so a trackable service is strongly recommended.
6. Return Shipping and Related Costs
An eligible return has no return shipping charge when it is sent using the approved method in our instructions. Costs from an unapproved carrier or method, optional packaging, customs charges, or a parcel sent without approval may remain your responsibility unless applicable law requires otherwise.
If we confirm that the item is wrong, damaged, or defective, we will explain the appropriate no-cost return or resolution method where required. Please do not pay to send a problem item back before we provide instructions, because an unauthorized shipping cost may not be reimbursable.
7. How We Calculate the Refund
An approved item refund is based on the amount actually paid for that item after discounts, credits, or promotions. It does not use the item's current price, original list price, or the price of a replacement order.
If returning part of a bundle, threshold offer, or other qualifying promotion changes the order's eligibility, the refund may be recalculated according to the offer terms that applied when the order was placed. We will not deduct an undisclosed return penalty.
Optional shipping upgrades are generally not refundable for a preference return. Original shipping, taxes, duties, and similar charges will be refunded when required by applicable law or when the charge resulted from our confirmed error. Charges collected directly by a carrier, customs authority, or other third party may need to be claimed from that party.
8. Refund Method
Approved refunds are normally issued to the original payment method. We do not send a refund to a different card, bank account, or person merely upon request, because doing so may not be supported by the payment provider and could put the order at risk.
If the original method is unavailable, expired, or cannot accept the refund, contact us after receiving the refund confirmation. We will review the options supported by the payment provider and applicable law; we cannot promise a particular alternative in advance.
9. Refund Review and Timing
A return must first travel to the designated location, be identified, and be inspected. Tracking that shows delivery confirms the parcel arrived at a location; it does not mean inspection and refund processing were completed at the same moment.
We will email you when the return decision is complete and again when an approved refund has been issued. If return tracking shows delivery but you have not received an update after a reasonable processing period, reply to the original return email with the tracking number and delivery record so we can investigate.
After we issue a refund, the bank, card network, wallet, or payment provider controls when it appears in your account. Pending and posted dates can differ, and we cannot accelerate the provider's internal processing. Keep the refund confirmation until the credit appears.
10. Wrong, Damaged, or Defective Items
We are sorry if an item arrives wrong, damaged, or defective. Please contact support@lunoriana.com within 7 days of delivery when possible so we can review the issue promptly. Include the order number and clear photos of the full item, specific problem, packaging, shipping label, and garment or product label.
The 7-day request helps us investigate quickly; it does not remove a longer mandatory right or legal guarantee that applies in your location. Please keep the item and packaging while the request is reviewed.
After review, the available remedy may include a refund, replacement for a confirmed product issue, store credit, repair guidance, or another reasonable solution. A replacement for a verified wrong, damaged, or defective item is a problem-resolution remedy, not an exchange for size, colour, or preference.
11. Cancellations, Delivery Problems, and Returned Parcels
If we confirm cancellation before an order ships, the cancelled amount will be returned to the original payment method. Once processing or shipment has begun, cancellation may not be possible and the standard return process may apply after delivery.
A missing, misdelivered, or damaged-in-transit parcel may require a carrier review before a refund or other remedy can be decided. We may ask you to confirm the delivery address, check safe places or collection points, contact the carrier, or provide a statement about the issue.
If a parcel is returned to sender because of an incomplete address, refusal, non-collection, unpaid local charge, or unsuccessful delivery, we will review it after receipt. Any eligible refund may exclude costs or charges that cannot be recovered, unless applicable law or our confirmed error requires otherwise.
12. No Exchanges
We do not offer exchanges, but there is no need to worry. Return an eligible item for a refund, then place a separate new order for the size, colour, or style you prefer. This allows you to see current stock, pricing, and delivery information before ordering again.
The original return and the new order are separate transactions. We cannot reserve stock while a return is travelling, transfer payment from the returned item to a new order, or guarantee that a promotion from the original order will still be available.
13. Gifts and Gift Cards
For a gift return, contact us with the order number if it is available. We may need to verify the original purchase and keep the purchaser informed. Refunds are normally sent to the original payment method, so a gift recipient should not assume the refund can be paid directly to them.
Gift cards are generally non-refundable except where required by law. If a gift card or store credit was used for an order, the supported refund method may follow the original form of payment or credit.
14. Fair Use, Mandatory Rights, and Contact
We may pause or decline a refund where permitted if a return appears fraudulent, abusive, materially different from the purchased item, repeatedly inconsistent with this policy, or based on altered return documents or labels. We may ask for additional information before making a decision.
This policy does not exclude or limit consumer rights that cannot legally be waived. If the law that applies to you provides a longer period, a no-cost remedy for faulty goods, or another mandatory protection, that protection continues to apply.
For return or refund help, email support@lunoriana.com with your order number and reply in the same message thread whenever possible. We will review the details carefully and explain the next available step.