Refund policy

REFUND POLICY

At (name shop), customer satisfaction is important to us. We are committed to providing high-quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, please review our Return and Refund Policy below.

1. Return Window

You may request a return, exchange, or refund within ninety (90) days of the delivery date of your order.

Requests submitted after the 90-day period may not be eligible for return, refund, or exchange.

2. Return Eligibility

To qualify for a return, exchange, or refund, the following conditions must be met:

The item must be unused, unworn, unwashed, and in its original condition.
All original tags, labels, and packaging must remain intact.
The item must be free from stains, odors, damage, alterations, or signs of wear.
Proof of purchase, such as an order confirmation or receipt, must be provided.
The return request must be submitted within the applicable return period.

Lunéa reserves the right to refuse any return that does not satisfy these requirements.

3. Hygiene and Intimate Apparel Policy

Due to hygiene, health, and safety considerations, certain intimate apparel products may not be eligible for return once opened, worn, tried on, washed, or otherwise used.

For all lingerie, underwear, shapewear, intimate garments, and similar products, Lunéa reserves the right to inspect returned items and determine eligibility for return, refund, or exchange.

Items showing any indication of use, wear, washing, alteration, contamination, or damage may be rejected and returned to the customer.

4. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive a defective, damaged, incorrect, or incomplete item, you must contact us within seven (7) days of delivery and provide:

Your order number;
A description of the issue; and
Clear photographs showing the damage, defect, or incorrect item.

Upon verification, (name shop) will, at its discretion, provide a replacement, exchange, store credit, or refund at no additional cost to you.

5. Exchanges

If you require a different size or replacement item, we may offer a one-time exchange, subject to product availability and eligibility requirements.

Exchange requests must be submitted within the applicable return period.

If the requested replacement product is unavailable, an alternative resolution may be offered.

6. Non-Returnable Items

The following items are generally not eligible for return, refund, or exchange:

Worn, used, washed, or damaged products;
Products missing original packaging or tags;
Final sale, clearance, or promotional items marked as non-returnable;
Gift cards;
Personalized, customized, or made-to-order products;
Products designated as non-returnable for hygiene or safety reasons.

Additional exclusions may apply where permitted by law.

7. How to Initiate a Return

To request a return, refund, or exchange, please contact our Customer Support Team before sending any item back.

Email:

Please include:

Your full name;
Order number;
Reason for the return request;
Photographs of the item, if applicable.

Returns sent without prior authorization may not be accepted.

If your return request is approved, we will provide instructions regarding the return process and return address.

8. Return Shipping

Customers may be responsible for return shipping costs unless:

The item was received damaged;
The wrong item was delivered; or
The return is required by applicable consumer protection laws.

Original shipping charges are non-refundable unless otherwise required by law.

9. Refund Processing

Once your returned item has been received and inspected, we will notify you regarding the approval or rejection of your refund request.

If approved, refunds will be issued to the original payment method used for the purchase.

Please allow approximately 5–10 business days after approval for the refund to be processed. Processing times may vary depending on your financial institution or payment provider.

(name shop) is not responsible for delays caused by banks, credit card issuers, payment processors, or financial institutions.

10. European Union Customers

If your order is delivered within the European Union, you may have additional statutory consumer rights, including the right to cancel certain purchases within fourteen (14) days of delivery without providing a reason, subject to applicable legal exceptions.

Products returned under this right must generally be unused, unworn, and returned in their original condition with all accompanying packaging and documentation.

Nothing in this Refund Policy limits any mandatory consumer rights available under applicable law.

11. Our Commitment

At (name shop), we are dedicated to ensuring your comfort, confidence, and satisfaction with every purchase.

If there is ever an issue with your order, our team will work with you in good faith to find a fair and reasonable solution.

12. Contact Us

For questions regarding returns, refunds, exchanges, or damaged products, please contact:

(name shop) Customer Support