At LUNARE Studio, we strive to ensure your complete satisfaction with every purchase. This policy outlines the procedures and conditions for cancellations, returns, and refunds. Please read the following information carefully before proceeding with any transaction.
You may cancel your order at any time prior to shipment. Once your cancellation request is processed, a full refund will be issued to your original payment method. To cancel an order, please contact our customer service team immediately after placing your order. Cancellations cannot be processed once the order has entered the shipping phase. Refunds for canceled orders typically appear in your account within 5-7 business days, depending on your financial institution's processing time.
We accept returns within 30 days of the original purchase date. To be eligible for a return, items must be unused, in their original packaging, and accompanied by a valid proof of purchase (receipt or order confirmation). Products that show signs of wear, damage, or are not in resalable condition may be denied a return or subject to a restocking fee. Certain items marked as "final sale" or personalized products are not eligible for return unless defective.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number may experience processing delays. Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method as we cannot be responsible for items lost in transit.
Upon receipt and inspection of your returned item, we will send you an email notification regarding the status of your refund. If approved, the refund will be processed to your original payment method. Please allow up to 10 business days for the refund to appear in your account after we process it. The exact timing depends on your payment provider's policies. Original shipping charges are non-refundable except in cases where the return results from our error.
For items purchased during promotional periods or using discount codes, the refund amount will reflect the actual price paid after discounts. Gift purchases will be refunded to the original payment method used for the order.
If you haven't received your refund within the expected timeframe, first check your bank account again. Some financial institutions may require additional processing time before posting the refund to your account. If you still have not received your refund, please contact your bank or credit card company as they may have the refund pending on their end.
If after contacting your financial institution you still have not received your refund, please contact our customer service team with details of your purchase and refund confirmation. We will investigate the matter and work with you to resolve the issue promptly. In rare cases where a refund cannot be processed to the original payment method, we may issue store credit or arrange an alternative refund method.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact our customer service team:
Company Name: LUNARE Studio
Address: 11330 Elmore Road, Anchorage, AK
E-Mail: [email protected]
Phone: +1 (834) 271-0494
Our customer service representatives are available Monday through Friday, 9:00 AM to 5:00 PM (AKST). We aim to respond to all inquiries within 24-48 hours during business days.
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