Política de reembolso

1.Return Eligibility

We want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be eligible for a refund. To be eligible for a refund, the following conditions must be met:

The item must be unused, in its original packaging, and in the same condition as when you received it.
You must initiate the return process within 30 days of receiving the item.
Proof of purchase, such as an order number or receipt, is required.

2.Return Process

To request a refund, please follow these steps:

Contact our customer support team at [email address] to initiate the return process. Provide your order details and the reason for the return.

Our customer support team will provide you with instructions on how to return the item and the return shipping address.

Pack the item securely in its original packaging, including any accessories or documents that came with it.

Ship the item back to us using a trackable shipping method. Please retain the tracking information for your reference.

Once we receive the returned item and verify its eligibility for a refund, we will process the refund within 10 business days.

3.Refund Options

Depending on the circumstances, we offer the following refund options:

Full refund: If the return is initiated within the specified time frame and the item meets the return eligibility criteria, you will be refunded the full purchase price, including any applicable taxes and shipping fees.

Partial refund: In some cases, a partial refund may be issued if the item is returned in a used or damaged condition, or if any accessories or documents are missing.

4.Non-Refundable Items

Please note that certain items are not eligible for a refund. These may include:

Personalized or customized items.
Perishable goods, such as food or flowers.
Downloadable digital products.
Gift cards.

5.Contact Us

If you have any questions or concerns regarding our refund policy, please contact our customer support team at hello@lunavela.co.uk. We will be happy to assist you and address any issues you may have.