Refund Policy

Refund Policy

Last Updated: August 23, 2026

At Lunex, we want every purchase to be a positive experience. If you encounter an issue with your order or your purchase qualifies for a refund, this policy explains how refund requests are handled.

1. Order Cancellation

If you would like to cancel an order, please contact us as quickly as possible after placing it.

Cancellation requests should generally be made within 12 hours of purchase. Once an order has entered the fulfillment process or has already been shipped, cancellation may no longer be available.

If your cancellation is approved, the eligible amount will be returned to the original payment method.

2. Eligible Refund Situations

A refund may be available in circumstances such as:

  • The product arrives damaged;
  • The product has a manufacturing defect;
  • The wrong item was delivered;
  • The item received is substantially different from the item purchased;
  • An eligible returned product has been received and approved;
  • Lunex is unable to fulfill an order that has already been accepted.

Every request is reviewed based on the circumstances of the order and applicable consumer protection requirements.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us assess the situation, we may ask you to provide:

  • Your order number;
  • A description of the issue;
  • Photos clearly showing the product;
  • Photos of the shipping package when relevant.

After reviewing the information, Lunex may offer a replacement, exchange, or refund, depending on the circumstances.

4. Refunds After a Return

If your return has been approved, please follow the return instructions provided by our customer service team.

Once the returned item has been received and reviewed, an approved refund will generally be sent to the original payment method within 5–10 business days.

The time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

5. Shipping Charges

Unless required otherwise by applicable law, original shipping fees may not be refundable.

Shipping costs may be eligible for reimbursement when:

  • We sent an incorrect product;
  • The product arrived damaged or defective;
  • The issue was caused by an error on our part;
  • Applicable law requires the shipping cost to be refunded.

6. Circumstances That May Affect Refund Eligibility

A refund may be declined where permitted by law if the product:

  • Was damaged as a result of misuse;
  • Shows signs of improper handling or avoidable wear;
  • Is returned after the applicable return period;
  • Is missing important components or accessories;
  • Does not meet the applicable return requirements.

This section does not affect any consumer rights that cannot legally be waived or restricted.

7. Products We Cannot Fulfill

If Lunex is unable to provide a product after an order has been accepted, we may cancel the affected order and return the amount paid for that order.

8. Duplicate Charges

If you believe the same order was charged more than once, please contact our support team as soon as possible.

We will review the transaction and, when necessary, coordinate with the relevant payment provider to resolve any duplicate charge.

9. Payment Disputes

If you have an issue with your purchase, we encourage you to contact Lunex before opening a payment dispute or chargeback.

Our customer service team will review your situation and make reasonable efforts to resolve the matter.

10. Contact Us

For questions regarding refunds or to submit a refund request, please contact:

Email: support@lunex.com

Please include your order number and a brief explanation of the issue so we can assist you more efficiently.

Lunex

We appreciate your trust and are committed to handling refund requests consistently, fairly, and transparently.