Refund policy
Refund & Return Policy
1. Our 30-day promise
You have 30 days from delivery to tell us the product is not right for you, and we refund it. You do not need a fault and you do not need a reason — you need to contact us inside the 30 days.
If the product page promises a longer trial (for example 60 days), the longer period is the one that applies. We never honour less than what the page you bought from said.
2. Your statutory rights
This promise sits on top of the law, never in place of it. Wherever you live, you keep every consumer right the law of your country gives you — including, where your country provides one, a statutory cooling-off right to cancel a distance purchase. We honour those rights in full: tell us within the deadline your law sets, and we refund you within 14 days of receiving the goods back or of proof of return, whichever is earlier.
Nothing in this policy takes any legal right away from any customer, anywhere. Where this policy and your local law differ, whichever protects you more is the one that applies.
3. How to start a return
Email help@get-lunovia.com with your order number and a line about what is wrong. We reply within 24 hours with written authorisation and the return address.
Please do not send anything back before you have our written authorisation. Unauthorised parcels arrive with no way to match them to an order, and we cannot guarantee a refund for them.
Before returning, it is worth one email: many issues are setup or usage questions that we can solve the same day.
4. Condition of returned items
Return everything that came in the box — the product, accessories, cables, manuals and any free items — in the original packaging where possible.
We do not refuse a return for normal signs of trying the product; that is what a home trial is for. We may reduce a refund where value has been lost through handling beyond what is needed to try it, or where items are missing, and we will always tell you the amount and the reason before we do.
Returns are not accepted for items that have been physically broken, crushed, burnt, water-damaged, modified or repaired by anyone other than us.
5. Sealed, perishable and hygiene-sensitive items
Some products are supplied sealed for health, hygiene or safety reasons — for example items that come into contact with the body or with food, and single-use or consumable items. Some products are perishable or have a limited shelf life.
Once the seal is broken, or where an item is perishable, that specific item cannot be returned for hygiene or safety reasons, unless it is faulty or was not what you ordered. This never affects the rest of the order: a product returned with an opened consumable is still refundable, and your statutory rights are unaffected.
6. Who pays return postage
- We pay when the item is faulty, damaged on arrival, not what you ordered, or not as described.
- You pay when you are returning simply because you changed your mind or the product did not suit you.
Please use a tracked service and keep the receipt. Until it reaches us, the parcel is your responsibility, and we cannot refund a return that is lost with no proof of postage.
7. Refund processing
Once your return arrives and is checked, we email you the outcome and issue the refund to your original payment method within 5 business days of approval. Your bank or card issuer may take a further 3–10 business days to show it on your statement.
Refunds are issued in the currency you paid in. If your card is in a different currency, your bank's exchange rate on the day of the refund may differ slightly from the rate on the day of purchase. That difference is set by your bank, not by us.
Any priority shipping upgrade you paid for is refunded only where the return is due to our error.
8. Faulty items and warranty
If a product arrives faulty, damaged or not as described, tell us within the 30-day period and we replace or refund it at no cost to you, including return postage.
Where the product page states a warranty period, defects in materials or workmanship that appear within that period, counted from the date of delivery, are repaired, replaced or refunded at no cost to you. Fault cover and any warranty do not extend to accidental damage, water or heat damage, loss, theft, normal wear, consumable parts, or damage caused by misuse, unauthorised repair or use outside the instructions.
To claim, email us with your order number, a description of the fault and, where possible, a short video or photos showing it. This is in addition to your statutory rights, which are unaffected.
9. Cancelling before dispatch
If you want to cancel, email us immediately. If the order has not been dispatched we cancel it and refund you in full. Once it has been dispatched it cannot be stopped, and the return process above applies.
10. Refused, unclaimed or undeliverable parcels
If a parcel is refused at the door, abandoned at customs, left unclaimed at a collection point, or returned to us because the address was wrong or incomplete:
- we refund the price of the goods once the parcel is back with us;
- the return carriage actually incurred is deducted;
- import duties or taxes already paid are not refundable by us.
If you would rather have it sent again, we can re-ship once the parcel is back, with the postage charged at cost.
11. Payment disputes and chargebacks
If something is wrong, email us first. We reply within 24 hours and resolve virtually every case directly. A direct refund reaches you far faster than a chargeback, which can take a bank several weeks.
A chargeback filed for an order that was delivered, refused or abandoned will be contested with carrier evidence and order records, and does not remove the obligation to return merchandise that was received.
12. Where to send a return
Do not send anything back without contacting us first. Return addresses depend on your country: when we authorise your return, we email you the correct return address for your location, together with the written authorisation.
Lunovia · Email: help@get-lunovia.com