Return my order

Return and Refund Policy

At Lunalia, we aim to ensure that you are completely satisfied with your purchases. If for any reason you are not fully satisfied, our return and refund policies are designed to provide a straightforward process for addressing your concerns.

1. Return Policy

• Eligibility for Returns: You may return most items within 30 days of receipt for a full refund, provided the items are in pristine condition, unused, or only slightly used. For hygiene-sensitive items, they must not have been washed in any way, including spot cleaning, to remain eligible for return.

• Non-Returnable Items: For safety and hygiene reasons, we cannot accept returns of opened baby products such as diapers and wipes, nursing products, or certain pet items. Additionally, hygiene-sensitive products that have been washed or spot-cleaned are ineligible for return.

• Return Process: To initiate a return, please contact us from the page "Contact Us" with your order number, clear pictures showing the condition of the product (whether opened or unopened), and a short explanation. The original packaging is not required, as long as the item is returned securely in alternative packaging provided by the customer.

• Return Method: All returns must be dropped off at a local post office or parcel locker. We do not offer pick-up services at this time.

• Return Window: The 30-day return period begins from the day you receive your order. If a product is covered by an extended return window due to a satisfaction guarantee or promotional policy, that longer period will apply.
Should a return request be made within the return window but seen by us only after it expires, we will still honor the request based on the time it was submitted — not when we read it.

• Return Shipping: Return shipping costs are the responsibility of the customer unless the item is defective or damaged upon receipt.

• Restocking Fees: We do not charge any restocking fees.

2. Refund Policy

• Eligibility for Refunds: Items returned within the eligible window, that pass inspection (i.e. not washed or in unhygienic condition), qualify for a full refund to the original payment method.

• Refund Timeline: Once we receive and inspect the returned item, refunds are issued immediately. Depending on your bank, it may take 3–5 business days for the funds to appear in your account.

• Payment Method: Refunds will be processed only to the original payment method used at checkout. We cannot issue refunds to alternative accounts or payment methods.

• Damaged or Defective Items: If you receive a damaged or defective item, please notify us within 7 days of delivery with photos. We will provide a prompt replacement or full refund at no additional cost.

3. Express Delivery

• Delivery Time: Our standard delivery timeframe is 6–9 business days. For faster delivery, you may opt for Express Delivery, which guarantees delivery within 3–6 business days for orders placed before 12 PM.

• Express Delivery Refunds: If you’ve chosen Express Delivery and your shipment is delayed beyond the guaranteed timeframe, we will refund the additional shipping fee.

If you have any further questions or concerns, feel free to reach out to our support team from the Contact Us page — we’re here to help.