Return & Exchange Policy

Return & Exchange Policy

We are committed to providing every customer with a convenient, reliable, and satisfactory shopping experience. This policy explains the requirements, procedures, and after-sales process for returns and exchanges, including request submission, review, product inspection, refund processing, and replacement arrangements.

Please carefully review the following terms before submitting a return or exchange request to ensure smooth and efficient processing.

Return and Exchange Period

Customers may submit a return or exchange request within 30 days after receiving their order.

All requests are subject to review. During this process, we will verify the order information, product condition, and whether the request meets the requirements of this policy.

The return period is calculated based on the date when the customer first contacts us with complete order details.

If the product meets the applicable requirements, we will arrange a refund or exchange according to the specific circumstances.

Eligible Return and Exchange Conditions

Return or exchange requests may be approved in situations including, but not limited to:

  • Product quality problems or functional defects

  • Damage caused during transportation

  • Incorrect items received

  • Significant differences between the received product and the product description

  • Obvious color discrepancies or unusual odors that affect normal use

  • Other after-sales issues confirmed through review

For personal reasons, such as a change of mind, preference changes, or sizing concerns, returns or exchanges may also be considered if the product remains unused, resalable, and includes the original packaging and accessories.

Return and Exchange Procedure

To begin the return or exchange process, please contact our customer service team and provide the following information:

  • Order number

  • Payment details

  • Description of the issue

  • Photos or videos showing the product condition, if applicable

After receiving your request, our team will review the information together with the relevant order records.

If further details are needed, we may contact you for additional clarification.

Once your request has been approved, we will provide:

  • Return address

  • Return label

  • Detailed return instructions

The return label is required to properly identify your package and match it with the correct order. Please attach the label clearly to the outside of the parcel according to the instructions provided.

Failure to attach the return label correctly or missing return information may result in delays during warehouse processing.

Returned products must remain in acceptable condition and include all original packaging, accessories, and related components where applicable.

After the returned item arrives at our warehouse, it will undergo receiving confirmation, registration, inspection, and quality assessment.

Once the inspection is completed and the return is approved, we will proceed with refund or exchange processing.

Refund Processing

After the returned product passes inspection, refunds will be processed within:

1–5 business days

Refunds will be issued through the original payment method used during checkout.

Please note that the final time required for the funds to appear in your account may vary depending on your bank or payment provider.

If the refund has been completed but is not reflected after the expected timeframe, we recommend contacting your payment provider for further assistance.

For approved exchanges, replacement items are generally shipped within 1–3 business days after inspection approval.

Delivery times for replacement products will follow our standard shipping policy.

Return Shipping Costs

The responsibility for return shipping fees depends on the reason for the return or exchange.

Returns Caused by Product Issues

If the request is related to:

  • Product defects

  • Shipping damage

  • Incorrect items received

  • Other issues caused by our service

we will cover the applicable return shipping costs.

Customer-Requested Returns

If the return is requested due to personal reasons, including:

  • Change of preference

  • Size-related concerns

  • Other non-quality-related reasons

the customer will be responsible for the return shipping costs.

In special circumstances, we may review individual cases and determine the appropriate solution.

Non-Eligible Returns and Exchanges

Return or exchange requests may be rejected in the following situations:

  • Requests submitted more than 30 days after delivery

  • Products damaged due to misuse, improper handling, or unauthorized modifications

  • Items missing original packaging, accessories, or essential components

  • Cases where required order information or supporting evidence cannot be provided

  • Products found to have no confirmed issue after inspection

  • Other situations that do not meet the requirements of this policy

We reserve the right to evaluate each request based on order records, shipping information, and product condition to maintain a fair and consistent after-sales process.

Contact Information

For any questions regarding returns, refunds, or exchanges, please contact our customer support team.

To help us assist you more efficiently, please include your order number and relevant details when contacting us.

Address:
4134 Ashbyburg Rd, Owensboro, KY 42301, US

Phone:
+1 (270) 835-3009

Email:
hello@lunorvexim.com

Business Hours:
Monday to Friday, 10:00 AM – 6:00 PM (Eastern Standard Time, EST)