Politique de remboursement
Return & Refund Policy
This Return & Refund Policy explains the conditions under which Lunessae accepts returns or refunds for purchases made through our website. By placing an order, you agree to the terms outlined below.
Digital Products
All digital products are delivered instantly after successful payment.
Once a digital product has been accessed or downloaded, the purchase is considered final.
Due to the nature of digital content, all digital product sales are non-refundable and non-returnable.
Customers are encouraged to review product details carefully before making a purchase.
Physical Products – Returns
We accept returns for physical products within 14 days of delivery, under the following conditions:
- The item is damaged or defective
- The wrong product was delivered
To request a return, customers must contact us via email and provide:
- Order number
- Description of the issue
- A clear unboxing video (starting from the unopened package)
The unboxing video is required for verification. Claims without sufficient proof may not be approved.
EU Customers (Right of Withdrawal)
If you are located in the European Union (including Romania), you have the right to withdraw from your purchase within 14 days of receiving your item, without providing any reason.
To be eligible:
- The item must be unused and in its original condition
- The item must be returned in its original packaging
Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
Return Process
All return requests must be submitted via email at: contact@lunessae.com
Once your request is approved, we will provide the return address and detailed instructions via email.
- Products must be returned according to our instructions
- Returns without prior approval will not be accepted
- Returned products must be sent by mail, and we only accept returns through mail
Return Shipping Cost
- If the product is damaged, defective, or incorrect, Lunessae will cover the return shipping cost
- For all other approved returns, the customer is responsible for return shipping costs
Refund Policy
- We do not offer exchanges
- If a return is approved, a refund will be issued
Approved refunds are processed to the original payment method within 10 business days.
Processing time may vary depending on your bank or payment provider.
Restocking Fee
We do not charge any restocking fee on returns.
Non-Returnable Situations
We do not accept returns or refunds in the following cases:
- Change of mind (except where required by EU law)
- Personal preference or dissatisfaction not related to defects
- Incorrect or incomplete shipping address provided by the customer
- Failure to receive or collect the parcel
- Damage occurring after delivery confirmation
- Missing required proof (such as unboxing video for damage claims)
Delivery Responsibility
Once the courier confirms delivery, Lunessae is not responsible for any loss, theft, or damage that occurs afterward.
Customers are responsible for providing accurate and secure delivery information.
Contact Us
For any return or refund inquiries, please contact us at:
Please include your order number and details of the issue so we can assist you as quickly as possible.
