Welcome to the official website of LunaVelle LLC! We hope you are satisfied with your purchase. If you need to return or exchange an item for any reason, please carefully read the following refund terms to ensure you understand our policies and procedures.
Return and Exchange Conditions
Returns: If you are not satisfied with your purchase, you can request a return within 30 days of receiving the item. The item must be unworn, unwashed, and in its original tag condition.
Exchanges: If you wish to exchange an item, please follow the return process and reorder the desired item.
Return Process
To process your return request, please follow these steps:
Contact Customer Service: Please contact our customer service team via the email address or phone number on our website, stating the reason for your return and providing your order number.
Obtain Return Authorization: Our customer service team will provide you with a Return Authorization (RMA) number, which must be marked on the return package.
Package Preparation: Please place the item in its original packaging and include the Return Authorization (RMA) number you obtained. Ensure the package is not damaged during transit.
Return Shipping: Please return the package to our return address using a trackable courier service. Return shipping costs are the responsibility of the customer unless there is a quality issue with the item.
Processing Time: Once we receive the returned package, we typically process the return request within 5-7 business days.
Refunds will be processed through the original payment method. If you paid by credit card, the refund may take 1-2 billing cycles to reach your account.
Special Notes: Defective Goods: If you receive a defective or damaged item, please contact our customer service team within 48 hours of receipt. You are entitled to a full refund or replacement.
Customer Responsibility: Please note that the responsibility for preparing, shipping, and ensuring the safe arrival of the returned product rests with the customer. If you choose an untracked shipping method, LunaVelle LLC is not responsible for lost packages.