We are committed to the highest quality and customer satisfaction. Nevertheless, we understand that in exceptional cases it may happen that a product needs to be returned. Below are the terms and conditions for returning an order.
Conditions for returns
You can return your order only if the following conditions are met:
- The product is unopened and unused.
- The original seal (silver sticker on the box) is fully intact.
- The product is in its original packaging, including any included accessories.
- The return request will be notified to us within 14 days of receiving the product.
Please note that for reasons of hygiene and product integrity, we do not accept returns where the silver seal is broken. This ensures that we can continue to guarantee the quality and safety of our products. In practice, this means that returns are rarely possible unless the product is unopened and undamaged.
How do you report a return?
- Please contact us at orders@lunova-care.com or via our contact form within 14 days of receipt.
- Please include your order number and indicate that the product is unopened and sealed.
- Upon approval, you will receive return instructions and return address.
- Send the product back properly packaged and sufficiently stamped.
Reimbursement
Upon receipt and inspection of the returned product:
- Within 14 days, you will receive a refund of your purchase price to the same payment method you used to place the order.
- Return shipping costs are at your own expense, unless it is an error on our part (e.g., an incorrectly delivered product).
Questions?
Please feel free to contact us. We are ready to answer your questions.
