RETURN POLICY

We want customers to have a clear way to request assistance when an item is not suitable. Eligible products may be returned within 30 calendar days after confirmed delivery.

Return Conditions

To qualify for a standard return, an item must be:

  • Unused and unwashed.
  • Unaltered and free from damage caused after delivery.
  • Free from odors, stains, pet hair, or signs of wear.
  • Returned with original tags and packaging where reasonably possible.
  • Sent only after return instructions have been provided.

Bedding and textile goods that have been used, washed, altered, or returned in an unsanitary condition are not eligible unless a verified product fault is involved.

Starting a Return

To begin a return, email service@lunovoy.com and include:

  • Your order number.
  • The name of the item.
  • The reason for the return.
  • Photographs when the request concerns damage, defects, or an incorrect item.

Please wait for written return instructions before sending the package. Returns sent without authorization, sent to an unconfirmed address, or shipped outside the approved return window may not be accepted.

Damaged, Incorrect, or Incomplete Orders

Inspect the package soon after delivery. Report visible damage, an incorrect item, or missing contents promptly.

Include clear photographs of the product, outer packaging, shipping label, and the affected area. We will review the information and provide an appropriate resolution based on the circumstances.

Return Shipping

Unless the item is confirmed as damaged, incorrect, or defective when received, the customer is responsible for return shipping costs.

Original shipping charges are not refundable unless required by applicable law or confirmed otherwise in writing.

We recommend using a trackable return service. Lunovoy™ is not responsible for a return package that cannot be located before it reaches the approved return destination.

Return Inspection

Approved returns are reviewed after arrival. Items that do not meet the stated return conditions may be refused or may receive a reduced refund where permitted.

Any approved refund will be processed after the inspection has been completed.

Non-Returnable Items

The following items are generally excluded from standard returns:

  • Personalized or made-to-order products.
  • Final-sale products.
  • Items marked non-returnable before ordering.
  • Used or washed bedding.
  • Products returned in an unhygienic condition.
  • Items damaged through misuse or improper care.

These exclusions do not prevent a customer from contacting us about an item that arrived damaged, defective, incomplete, or incorrect.