Return & Exchange Policy

We want every customer to have a satisfactory shopping experience. This policy explains the return and exchange process, applicable conditions, and after-sales procedures, including request submission, review procedures, warehouse inspection, and refund arrangements.

To ensure a smooth return or exchange process, please review the following information before submitting a request.

Return and Exchange Period and Scope

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

All return and exchange requests are subject to review to verify the order status, product condition, and eligibility under this policy. The submission date is determined by the time the customer first contacts us and provides the required order information.

For products that meet the applicable return or exchange requirements, we will arrange either a refund or an exchange based on the specific circumstances.

Eligible Return and Exchange Situations

The following situations are generally eligible for return or exchange requests:

Product quality issues;

Visible cosmetic defects or damage caused during transportation;

Receipt of an incorrect item;

Significant discrepancies between the product’s primary functionality and its description;

Noticeable color differences or unusual odors that affect normal use;

Other situations that qualify for after-sales service following review.

For returns or exchanges requested for personal reasons, such as no longer wanting the item, a change of purchase preference, size concerns, or other reasons unrelated to product quality, the product must remain in generally good condition, be suitable for resale, and include the original packaging and related accessories before the request can be considered.

Return and Exchange Process

To request a return or exchange, please contact customer support and provide the following information:

Order number;

Relevant payment information;

Description of the issue;

Photos or videos that accurately reflect the product condition.

Upon receiving the request, we will review the submitted materials together with the order records. If additional information is required during the review process, we may contact the customer to obtain further details regarding the product condition.

Once the request has been approved, we will provide the return address, return label, and instructions for the return process.

The return label is used to identify the returned package and match it with the corresponding order information. Customers should attach the return label clearly in a visible location on the outer package according to the provided instructions so that the warehouse can identify the package, complete receiving registration, perform quality inspections, and process the return accordingly.

Failure to properly attach the return label may result in delays in package identification, warehouse intake, or overall processing time.

The return label helps the warehouse quickly identify, sort, and inspect returned packages, improving overall processing efficiency.

Returned products should remain in generally good condition and include the original packaging, accessories, and related items where applicable.

After the warehouse receives the returned package, it will undergo package acceptance, warehouse registration, product inspection, and quality assessment procedures. Once the return is confirmed to meet the applicable requirements, the request will proceed to the refund or exchange stage.

Refund Process Information

For approved returns that have successfully completed the inspection process, refunds will be arranged after all relevant checks have been completed.

Refunds are typically processed within 1 to 5 business days after the returned product has passed inspection and will be issued through the original payment method.

After a refund has been initiated, the actual posting time may vary depending on the processing schedules of payment institutions, credit card issuers, or third-party payment providers.

If a refund has been marked as completed but the funds have not yet appeared in your account, we recommend contacting the relevant payment provider for additional information regarding the processing status.

For approved exchange requests, replacement items are typically scheduled for shipment within 1 to 3 business days after the returned product has passed inspection.

Shipping transit times may be referenced in the applicable Shipping policy and may vary based on carrier arrangements, destination regions, and transportation conditions.

Fees and Shipping Cost Rules

If a return or exchange is the result of a product quality issue, product damage, incorrect shipment, product not matching its description, or another issue determined during review to be the responsibility of the product, the related return or exchange shipping costs will generally be covered by us.

If a return or exchange is requested for personal reasons, including but not limited to changes in preference, dissatisfaction with the product, incorrect size selection, or other non-product-related reasons, return shipping costs are generally the responsibility of the customer.

For special circumstances, we may evaluate the specific order situation and provide information regarding the applicable handling method.

Non-Returnable and Non-Exchangeable Situations and Disclaimer

The following situations are generally not eligible for return or exchange processing:

Requests submitted more than 30 days after delivery;

Products damaged due to improper use, improper storage, or unauthorized modification;

Products missing essential accessories, components, packaging, or otherwise unsuitable for resale;

Requests for which order information or required review materials cannot be provided;

Returned products that, upon inspection, are found not to have the reported issue;

Other situations that do not meet the requirements outlined in this policy.

We reserve the right to evaluate and process return and exchange requests based on actual order records, shipping information, product condition, and review results to ensure that the after-sales process remains fair, reasonable, and consistent with actual fulfillment circumstances.

Contact Information

If you have any questions regarding return requests, refund progress, exchange arrangements, or other after-sales matters, please contact us through the customer support channels available on our website.

To help us verify your order and assist you more efficiently, please provide your order number and relevant order information 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)