At Lunavelt, customer satisfaction is important to us. Because each order is processed individually and shipped directly from our overseas fulfillment center, our return and refund policy applies only to specific cases outlined below.
If you experience an issue with your order, please follow these steps:
1. Contact Us
Email hello@lunavelt.com within 48 hours of delivery.
Please include your order number and clear photos showing the issue (damaged, defective, or incorrect item).
2. Case Review
Our support team will review your request within 2–3 business days and inform you of the next steps.
3. Replacement or Refund
If the issue is confirmed, we will send a free replacement of the same item.
A refund is only issued if a replacement is not available (for example, if the item is out of stock).
For any questions, contact us at hello@lunavelt.com
We only accept claims for items that arrive damaged, defective, or incorrect.
All claims must be submitted within 48 hours after delivery.
The following situations are not eligible for return or refund:
Change of mind or product not meeting personal expectations
Wrong size, color, or style ordered
Dislike of material, texture, or perceived quality
Orders placed by mistake
Fit or appearance differs from personal preference
Delays caused by customs, shipping carriers, or logistics providers
All sales are final unless the item arrives damaged or incorrect.
If a refund is approved (only when a replacement cannot be provided), it will be issued to your original payment method within 5–7 business days.
Refund requests that do not meet eligibility requirements may be declined.
Processing times may vary depending on your bank or payment provider.
Need assistance? Contact us at hello@lunavelt.com
If you receive a damaged, defective, or incorrect item:
✔ Contact hello@lunavelt.com within 48 hours of delivery
✔ Include your order number and clear photos of the issue
✔ A free replacement will be sent once the claim is approved
✔ Refunds are issued only if a replacement is unavailable
Due to our fulfillment process, we do not offer exchanges for size, color, or personal preference.
If you would like a different item, please place a new order.
In rare cases where a physical return is required, items must be shipped to our logistics center in China.
Customers are responsible for all return shipping costs unless otherwise confirmed in writing by our support team
Only returns with valid tracking information will be reviewed
Item damaged, defective, or incorrect → Lunavelt provides free replacement
Change of mind, wrong order, sizing issues → Not eligible for return or refund