Thank you for choosing Lunara Verge Limited. Since our products are shipped from overseas warehouses, please carefully read the following return and exchange policy:
1. Order processing and shipping time
All orders will be processed and arranged for shipping within 5-7 business days after payment confirmation.International shipping time is 20-40 days (the specific time depends on the destination and customs clearance situation).
You will receive a shipping notification email containing the tracking number, so you can track the package status at any time.
2. Return and exchange time limit
Considering the long shipping time, we offer a more flexible return and exchange period:
You can request a return or exchange within 14 days from the date you actually receive the product.
Return and exchange requests must be submitted by email within 14 days after receiving the product.
3. Return and Exchange Conditions
Products must meet the following conditions to be eligible for return or exchange:
- The product must remain in its original condition, unused, unwashed, or undamaged.
- Retain the complete original packaging, tags, and accessories.
- Provide original purchase proof (order number or invoice).
4. Return and Exchange Process
Submit Application:
Send an email to [email protected], indicating:
- Order number
- Reason for return/exchange
- Product photos (if there are quality issues)Await Review: We will respond and confirm return/exchange eligibility within 2 business days.
Return the Product:
- Send it back to the specified address using a traceable international shipping method.
- The return shipping cost is to be borne by the customer (except for quality issues).
- It is advisable to purchase shipping insurance, as Lunara Verge is not responsible for damage or loss during transit.
Refund/Exchange Processing:
- Refunds: Processed within 7 business days after acceptance, returned via the original payment method (excluding original shipping cost).
- Exchanges: Reshipped within 5-7 business days after the return is received.
5. Special Note
Due to the long international shipping time, exchanges may take an additional 20-40 days.
If a product is out of stock, we will prioritize arranging a refund.
Customs duties/VAT refunds need to be processed by the local customs; we cannot refund them directly.
6. Contact Information
If you have any questions, please contact us through the following:
Customer service email: [email protected]