LUNO — Return & Refund Policy

Last updated: October 2026

At LUNO, we want you to feel confident when ordering from us. If you are not completely satisfied with your purchase, you may request a return within 15 days of receiving your order, subject to the conditions below.

Nothing in this policy is intended to exclude, restrict, or replace any consumer rights or legal remedies that cannot legally be excluded or restricted in your country or region.

1. 15-Day Returns

You may request a return within 15 days from the date your order was delivered.

To be eligible for a standard change-of-mind return, the item must be:

• Unused and unworn
• In the same condition in which you received it
• In its original packaging, where applicable
• Accompanied by your order number or other proof of purchase

We reserve the right to refuse a voluntary return that does not meet these conditions, except where applicable consumer law provides otherwise.

2. How to Request a Return

To request a return, please contact us at:

lunoshop@use.startmail.com

Please include:

• Your order number
• The reason for your return
• Your name and email address

We will review your request and, if eligible, provide you with the applicable return instructions and return address.

Please do not send your order back before receiving return instructions from us.

3. Return Shipping Costs

For a voluntary return because you changed your mind, ordered the wrong item, or no longer want the product, the customer is generally responsible for the return shipping costs, unless applicable law requires otherwise.

If your item arrives damaged, defective, or incorrect, please contact us before returning it. Where the issue is covered by applicable law or this policy, we will provide appropriate return instructions and cover applicable return shipping costs where required.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact us at lunoshop@use.startmail.com as soon as reasonably possible.

Please include your order number and clear photos or other information showing the issue.

We will review the situation and, where appropriate, provide a replacement, repair, refund, or other remedy required by applicable law.

Your legal rights relating to defective or non-conforming products are not limited by this policy.

5. Items That Cannot Be Returned Under Our Voluntary Return Policy

Our voluntary 15-day change-of-mind return policy does not apply to products that have been:

• Used or worn
• Damaged after delivery through misuse or improper handling
• Returned without the required order information
• Returned outside the applicable return period

These restrictions do not apply where applicable consumer law provides a mandatory right to a remedy.

6. Sale Items

Sale items are eligible for our 15-day voluntary return policy unless the product listing clearly states otherwise and the restriction is permitted by applicable law.

Nothing in this section limits mandatory consumer rights concerning defective, damaged, or incorrectly supplied goods.

7. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, you may request a return where eligible and place a new order separately.

8. Refunds

Once we receive and inspect your returned item, we will notify you whether your return has been approved.

If approved, your refund will be issued to your original payment method.

For returns governed by our voluntary 15-day policy, we aim to process approved refunds within 5 business days after receiving and inspecting the returned item.

Your bank, credit card company, or payment provider may require additional time to process and post the refund.

Where applicable law requires a different refund period or procedure, we will follow the legally required period and procedure.

9. International Orders

LUNO accepts orders from customers worldwide.

Customers may be responsible for customs duties, import taxes, or other charges imposed by their destination country, unless otherwise stated at checkout.

For voluntary change-of-mind returns, international customers are generally responsible for the cost of returning the item to us, unless applicable law requires otherwise.

10. Consumer Rights

If you are purchasing from a country or region that provides mandatory consumer cancellation, withdrawal, return, refund, warranty, conformity, or other consumer rights, those rights remain applicable.

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be limited or excluded under the laws applicable to your purchase.

Where mandatory consumer law provides rights or remedies that differ from this policy, the applicable law will prevail.

11. Order Delivery and Delays

We aim to ship orders within the timeframe stated on our website.

If we are unable to ship your order within the promised timeframe, we will contact you and provide any options or remedies required by applicable law.

13. Contact Us

For questions regarding returns, refunds, damaged products, or other order issues, please contact:

LUNO
Email: lunoshop@use.startmail.com