Return and Exchange Policy

Last Updated: August 23, 2026

At Lunex, we understand that sometimes a product may not be exactly what you expected. This policy explains the conditions and process for requesting a return or exchange.

1. Return Window

Return requests should generally be submitted within 30 days of delivery.

Before sending any product back, please contact our customer support team. We will provide the necessary instructions and confirm whether your request qualifies for a return.

Nothing in this policy is intended to restrict consumer rights that cannot legally be excluded.

2. Return Conditions

To be considered for a return, an item should generally:

Be unused and in its original condition;
Include its original packaging where reasonably possible;
Include any accessories, components, or materials supplied with the order;
Be accompanied by the order number or other valid proof of purchase.

Products that have been damaged through misuse, improper handling, or avoidable wear may not qualify for a return, subject to applicable law.

3. Exchanges and Replacements

Depending on availability, Lunex may offer an exchange or replacement when:

The product arrives damaged;
The product is defective;
The wrong item was shipped;
The item received is materially different from the product ordered.

Requests to exchange an item for another size, color, model, or variation may also be considered when the requested alternative is available.

Please contact us before returning an item so that we can determine the appropriate solution.

4. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

To help us investigate the situation, please provide:

Your order number;
A description of the issue;
Clear photographs of the product;
Photographs of the shipping packaging if applicable.

After reviewing your request, we may provide a replacement, exchange, or refund depending on the circumstances.

5. Items That May Be Excluded

Certain products may not be eligible for return or exchange where permitted by applicable law. These may include:

Personalized or customized products;
Digital or downloadable products;
Items that cannot reasonably be returned for health or hygiene reasons after being opened;
Products damaged through misuse or improper care;
Items returned outside the applicable return period.

Additional restrictions may apply to specific products and may be communicated on the relevant product page or during checkout.

6. How to Request a Return

To begin the return process:

Contact Lunex customer support.
Provide your order number and explain the reason for the return.
Send photographs or other information if requested.
Wait for our team to confirm the return instructions.
Package the item securely and follow the instructions provided.

Please do not ship a product to an address that has not been authorized by our customer support team, as this may delay the processing of your request.

7. Return Shipping Costs

Unless otherwise required by applicable law, customers may be responsible for return shipping costs when returning an item because they changed their mind or no longer want the product.

When the return is necessary because Lunex sent the wrong item or the product arrived damaged or defective, we will generally cover or reimburse reasonable return shipping costs where applicable.

8. Inspection of Returned Items

Once a returned product reaches us, it may be inspected to determine whether it meets the applicable return conditions.

Following the review, we will notify you of the available resolution.

Depending on the circumstances, this may include:

A replacement;
An exchange;
A refund to the original payment method.

9. Refunds for Approved Returns

When an approved return results in a refund, the refund will generally be issued to the original payment method within 5–10 business days after approval.

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