Refund and Exchange Policy
Exchange Service
- We offer a 7-day exchange service only.
- If you discover quality issues or the size does not fit upon receiving your item, you may contact us via Instagram DM or WhatsApp (Suggested) within 7 days to request an exchange.
Return & Refund Conditions
- The item received has a clear defect, damage, or was shipped incorrectly.
- The issue has been verified and confirmed by our store as a product quality issue.
Refund Arrangement
- Once a return request has been approved, we will arrange the refund within 7 days after receiving and inspecting the returned item.
- The full purchase amount will be refunded to the original payment method.
- For credit card payments, the actual processing time may vary depending on your bank or payment provider.
Exchange Conditions
- Quality issues: Items must remain intact, with photo evidence provided.
- Size does not fit: Items may be tried on, but must not show wear, scratches, or damage.
- Earrings are non-exchangeable due to hygiene reasons.
- Order number and proof of purchase are required.
Shipping Fee Arrangement
- For exchanges, the round-trip shipping fee will be shared equally between both parties (customer covers the return shipping cost, while our store covers the cost of sending the replacement item).
- In case of quality issues, our store will cover all shipping costs.
Exchange Process
- Once eligibility is confirmed, we will provide return instructions and arrange either a replacement item or a refund.
- Items returned without prior approval will not be processed.
Notes
- Personalized or custom-made items are non-exchangeable.
- Returns or exchanges will not be accepted for reasons unrelated to product quality, including change of mind, personal preference, differences from expectations, minor color variations, or shipping delays.
- LUNARIA reserves the right to make the final determination regarding eligibility for returns, refunds, and exchanges.