Return Policy
Lunessa London
At lunessa London, we strive to provide all our customers with excellent service and an enjoyable shopping experience. Our returns and refunds policy has been carefully crafted to ensure maximum satisfaction under certain conditions. Please read the following guidelines carefully regarding returns and refunds.
Please note that we do not offer free returns. Return shipping charges apply.
Returns:
Is it possible to return my order?
Yes, you can return your order within 30 days of receipt if you are not satisfied with the items. Please note that all sale items are final and cannot be returned. To qualify for a return, the following conditions must be met:
1. The order must include all original parts, components, and packaging in the same condition as received.
2. The product must show only normal handling, with no signs of careless handling or breakage.
3. Items that are subject to hygiene considerations must be thoroughly cleaned before initiating the return process.
4. The product must be found defective immediately upon receipt.
5. Shipping costs for returns are the responsibility of the customer.
6. If the conditions are met, the return will be officially acknowledged.
We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
How to Return Your Order:
If your order meets the above conditions, please follow these steps to initiate the return process:
1. Send an email to: info@lunessa-london.com
2. Include the following information in your email:
• Order number
• Reason for the return request
• Photo of the product if there is breakage
• Customer’s first name and last name
• Customer’s address
We will then respond with the return address. Please do not send the return to the original sender; we will provide the correct address. The customer is responsible for the shipping costs of returning the product.
No Refunds on Sale Items
Items purchased during a sale are not eligible for refunds. These purchases are final and cannot be returned or exchanged, even for incorrect sizing.
Delivery
We do not accept returns or issue refunds solely because an item was not delivered in time for a specific date, unless:
- A guaranteed delivery date was explicitly agreed upon in writing prior to purchase.
By placing an order, you agree to these terms and acknowledge that delivery times are estimates and not guaranteed for time-sensitive purchases.
Deadline for Return Notification
Returns must be reported within 30 days of receiving your item, in accordance with UK consumer protection laws. After this period, we are unable to accept returns.
Exchanges for Sale Products
Sale items cannot be exchanged, even for incorrect sizing. Please ensure you select the correct size before making a purchase.
Incorrect Delivery or Missed Deliveries
If your order has been marked as delivered but you have not received it or the delivery was missed, please be aware that the postal service will typically attempt to deliver your package 2 to 3 times. If, after these attempts, the package is still not successfully delivered, it will be returned to us.
In these cases, we cannot offer a refund or accept a return for the item, as the issue is related to the delivery process managed by the postal service or courier company. We recommend contacting the courier directly to inquire about the status of your delivery and arrange for re-delivery, should it be necessary.
Once the package has been returned to us, we will notify you. However, we are unable to issue a refund or process a return at this point, as the issue falls under the responsibility of the delivery company.
Order Cancellation
If you wish to cancel your order, please contact us immediately at info@lunessa-london.com. If your order has not yet been processed or dispatched, we will cancel it and issue a full refund.
Orders That Have Already Been Processed
Once your order has been processed and prepared for dispatch, it can no longer be cancelled. At this stage, the order will proceed as planned.
All returns must be sent to our central warehouse in Asia at the customer’s expense.
Conclusion
Lunessa London is committed to ensuring customer satisfaction. By adhering to our returns and refunds policy, we ensure that all returns are handled efficiently and fairly. For any questions or comments, please contact our customer service at info@lunessa-london.com.