Refund and Returns Policy

Effective Date: November 18, 2024

At Lunasonali, we strive to ensure that you are completely satisfied with every purchase. We understand that sometimes things don’t work out as planned, which is why we offer a flexible and transparent Refund and Returns Policy. If you are not completely satisfied with your purchase, please read through this policy carefully to understand how to return your items and how we handle refunds and exchanges.

1. General Return Policy

We want your shopping experience with Lunasonali to be as smooth and enjoyable as possible, which is why we offer a 30-day return window from the date of delivery. If you are not satisfied with your purchase for any reason, you may return it within 30 days for a refund, exchange, or store credit, subject to the conditions outlined below.

  • Eligibility for Return: To be eligible for a return, your item must meet the following criteria:
    • The item must be unused, in new condition, and free of any damages or signs of wear.
    • The item must be in its original packaging with all tags, labels, and accessories included.
    • The return request must be made within 30 days from the date of delivery.
  • Non-returnable Items: Certain items are non-returnable. These include, but are not limited to:
    • Custom-made or personalized products (e.g., furniture with custom colors or sizes).
    • Clearance or sale items (unless otherwise stated on the product page).
    • Gift cards and any items marked as final sale at the time of purchase.

2. Return Process

To initiate a return, please follow the steps below:

  • Step 1: Contact Us: To begin the return process, please contact our customer service team at info@lunasonali.com within 30 days of receiving your order. Include the following information in your email:

    • Your order number.
    • The item(s) you wish to return.
    • The reason for the return (optional, but helpful for us to improve our service).

  • Step 2: Return Authorization: Once we receive your return request, we will send you a Return Authorization Number (RAN) and instructions on how to return the item(s). Returns will only be accepted if they are accompanied by a valid RAN.

  • Step 3: Packaging the Return: Carefully package the item(s) in their original packaging. Ensure that the item is well-protected during transit to avoid any damage. If you no longer have the original packaging, please use a sturdy box and packing materials to prevent damage during shipping.

  • Step 4: Shipping the Return: We will provide you with a return shipping label. In some cases, return shipping costs may be covered by us, depending on the reason for the return and the condition of the item. If the return is due to a customer’s change of mind or incorrect order, return shipping costs will generally be at the customer’s expense.

  • Step 5: Refund or Exchange: Once we receive and inspect the returned item(s), we will process your return. If the item is found to be in original condition, a refund or exchange will be issued. If the item has been used, damaged, or altered, we may not accept the return or issue a refund, and the item may be sent back to you at your expense.

3. Refunds

Refunds will be processed to the original payment method used for the purchase. Please allow up to 10 business days for the refund to be processed and reflected in your account, depending on your payment provider. The refund will only cover the cost of the item(s) returned. Shipping and handling fees are non-refundable, except in cases where the return is due to our error or defective products.

  • Refund Timeframe: Once we receive your returned item, we will inspect it within 3-5 business days. After approval, we will initiate your refund, and it will typically take up to 10 business days for the funds to appear in your bank account or on your credit card statement.

  • Partial Refunds: In certain cases, you may receive a partial refund if the item is returned in used or damaged condition. For instance, if the product has been assembled or shows signs of wear, a restocking fee may be applied.

  • Restocking Fees: A restocking fee of up to 15% may be charged on returns of large or bulky items, such as furniture, or if the product is returned incomplete or with missing parts.

4. Exchanges

If you would like to exchange an item for a different size, color, or product, we can assist you with that process.

  • Exchange Eligibility: The item you wish to exchange must be in new, unused condition, and you must initiate the exchange process within 30 days of receiving your order.
  • Exchange Process: To initiate an exchange, please contact our customer service team at info@lunasonali.com. If the exchange is approved, we will send you the necessary instructions and a return shipping label.
  • Shipping Fees for Exchanges: If you are exchanging for a different product of equal or lesser value, shipping costs for the return are generally covered by us. If the exchange involves a price difference, you will be responsible for the additional shipping costs or pay the difference in price.

5. Defective or Damaged Items

At Lunasonali, we take great care to ensure that your order arrives in perfect condition. However, if you receive a defective or damaged item, we are here to help.

  • Reporting Defects: If your item is defective or arrives damaged, please contact our customer service team within 7 days of delivery at info@lunasonali.com. Please include:

    • Your order number.
    • A description of the defect or damage.
    • Clear photographs of the damaged or defective item(s).

  • Return Shipping for Defective Items: In cases where the item is defective or damaged due to our error, we will cover the cost of return shipping. Upon receipt of the damaged product, we will issue a full refund or send a replacement, depending on your preference and product availability.

  • Replacement for Defective Items: If the item is damaged or defective and you prefer a replacement, we will send a replacement as soon as possible at no additional cost. If a replacement is not available, we will offer a full refund.

6. Store Credit

If you prefer not to receive a refund to your original payment method, we can offer store credit for the full amount of your returned items. This store credit can be used toward future purchases at Lunasonali and will not expire.

  • Store Credit Issuance: Store credit will be issued as soon as your return is processed and inspected. You will receive a confirmation email with the store credit details, which can be applied during checkout on future purchases.

7. Return Exceptions and Special Considerations

  • Customized Items: Custom-made or personalized products (such as custom-sized furniture or personalized home décor) are not eligible for return, exchange, or refund unless the item is defective or damaged.
  • Late Returns: Returns requested after the 30-day return window may be rejected, and no refund will be issued. Please make sure to initiate your return request within the required timeframe to avoid complications.

8. Contact Information

If you have any questions or need assistance with the return process, please contact our customer service team. We are here to help and ensure that your experience with Lunasonali is positive.