Overview
At Lunavaz, customer satisfaction is important to us. This Refund Policy outlines the conditions under which refunds, returns, cancellations, and exchanges may be approved.
By placing an order through our website, you agree to the terms described in this policy.
Return & Refund Request Window
Customers may request a return or refund within 14 days of delivery.
For products that arrive damaged, customers should report the issue as soon as possible and preferably within 48 hours of delivery.
Return Authorization Required
All returns require prior written authorization from Lunavaz. Returns sent without approval may be refused, rejected, or returned to the sender at the customer's expense.
Return Shipment Deadline
Once a return request is approved, the item must be shipped within 7 calendar days unless otherwise agreed in writing.
Failure to ship the approved return within this period may result in cancellation of the return authorization.
Required Proof for Claims
To help us investigate and resolve refund requests efficiently, customers may be required to provide:
- Order number
- Photographs of the product
- Photographs of the packaging
- Unboxing video
- Any additional information reasonably requested by Lunavaz
Failure to provide sufficient evidence may result in denial of a refund request.
Evidence Requirements for Significant Damage Claims
For claims involving substantial damage, missing items, or incorrect products, Lunavaz may require a complete unboxing video showing the unopened package, shipping label, and product contents.
Damaged or Defective Products
If a product arrives damaged or defective, customers may be eligible for a full or partial refund depending on the severity of the issue and the evidence provided.
Refund decisions are made after reviewing the submitted documentation and investigating the circumstances of the claim.
Product Appearance Disclaimer
Actual product colors, textures, embroidery details, and finishes may vary slightly from website photographs due to lighting conditions, monitor settings, camera limitations, and handcrafted production methods.
Minor variations shall not be considered defects.
Handcrafted Product Variations
Many Lunavaz products are handcrafted or artisan-made. Minor variations in stitching, embroidery, beadwork, weaving patterns, sizing, or finishing are natural characteristics of handmade products and are not defects.
Incorrect Items
If Lunavaz ships an incorrect item, customers may be eligible for a full refund after verification of the issue.
Change-of-Mind Returns
Customers may request a return for change-of-mind purchases subject to approval.
To qualify:
- The item must be unused
- Original tags must remain attached
- Original packaging must be included
- The customer is responsible for return shipping costs
Returned items are inspected upon receipt before any refund is processed.
Orders Placed by Minors
By placing an order through our website, the customer represents that they have the legal capacity to enter into a binding agreement under applicable law or have obtained the consent of a parent or legal guardian.
Orders placed by minors without the knowledge, consent, or authorization of a parent or legal guardian shall not automatically qualify for cancellation, refund, return, or chargeback approval.
Lunavaz reserves the right to review such situations on a case-by-case basis and determine an appropriate resolution at its sole discretion.
Partial Refunds
Partial refunds may be granted in circumstances including but not limited to:
- Minor product damage
- Missing accessories or components
- Returned items not in original condition
- Products showing signs of use
- Other situations determined reasonable by Lunavaz
Non-Returnable & Non-Refundable Items
The following items are generally not eligible for return, refund, or exchange:
- Custom-made products
- Personalized products
- Requested or specially sourced products
- Gift cards
- Products damaged after delivery due to customer actions
- Items returned without authorization
Exchange Policy
Lunavaz generally does not offer exchanges for size, color, style, or customer preference.
In certain circumstances, an exchange may be approved at our sole discretion. When approved, customers are responsible for shipping costs associated with returning and receiving exchanged items.
Size-Related Issues
Customers are responsible for reviewing sizing information before placing an order.
Orders placed in an incorrect size selected by the customer are generally not eligible for refunds or exchanges.
Order Cancellation
Orders may be cancelled within 24 hours of placement.
Once production, processing, packaging, or shipment preparation has begun, cancellation requests may be denied.
Sale & Promotional Items
Refund eligibility for discounted, promotional, clearance, or sale items may vary depending on the specific promotion and product category.
Any special refund conditions applicable to sale items will be communicated during the purchase process.
Lost Shipments
If tracking information indicates that a shipment has not been delivered, Lunavaz will first conduct an investigation with the shipping carrier.
If the shipment is confirmed lost after investigation, a refund may be issued. Replacement shipments are generally not provided in such situations.
Returned Shipments
If a shipment is returned due to customer-related reasons including refusal of delivery, incorrect address information, failure to collect the package, or unpaid customs charges, refund eligibility will be determined on a case-by-case basis.
Where applicable, shipping, handling, payment processing, customs, and administrative costs may be deducted from any refund.
Refund Processing
Approved refunds are typically processed within 3–5 business days.
Refunds may be issued to the original payment method, bank account, or another mutually agreed payment method depending on payment provider availability and operational requirements.
Additional processing times may be required by banks, card issuers, PayPal, or other financial institutions.
Refused Customs Clearance
Refunds are not guaranteed for shipments refused, abandoned, destroyed, confiscated, or returned due to unpaid customs duties, import taxes, regulatory restrictions, or customer failure to comply with local import requirements.
Chargebacks & Payment Disputes
If you experience an issue with your order, please contact Lunavaz before initiating a PayPal dispute, chargeback, or payment claim.
Many issues can be resolved more quickly through direct communication with our support team.
Return Tracking Requirement
Customers are responsible for obtaining and retaining proof of shipment and tracking information for all returns.
Lunavaz is not responsible for return packages lost before delivery to the designated return address.
Order Acceptance & Cancellation Rights
Lunavaz reserves the right to refuse, reject, limit, or cancel any order at its sole discretion, including but not limited to situations involving suspected fraud, unauthorized payment activity, pricing errors, product availability issues, abuse of promotional offers, violations of our policies, or other circumstances that may present a financial, legal, or operational risk to our business.
In the event that a product, shipping fee, discount, promotion, or other information is displayed incorrectly due to a typographical error, technical issue, system malfunction, human error, or other mistake, Lunavaz reserves the right to cancel affected orders and issue a full refund of any amount paid.
Placement of an order does not guarantee acceptance of the order. An order is considered accepted only after payment verification, inventory confirmation, and shipment processing have been completed.
If an order is cancelled by Lunavaz before shipment, the customer will receive a refund of any amount successfully paid for the affected order.
Chargeback Investigations
Where a customer initiates a payment dispute, chargeback, or claim while a refund request is actively being reviewed, Lunavaz reserves the right to suspend further refund processing until the dispute process is completed.
Fraudulent Claims
Lunavaz reserves the right to deny refunds, returns, replacements, or exchanges where fraud, abuse, misrepresentation, or suspicious activity is reasonably suspected.
Applicable Law
This Refund Policy shall be governed by and interpreted in accordance with the laws of India.
Limitation of Liability
To the maximum extent permitted by law, Lunavaz's total liability arising from any order shall not exceed the amount paid by the customer for the affected product.
Lunavaz shall not be liable for indirect, incidental, special, consequential, or punitive damages.
Policy Updates
Lunavaz reserves the right to modify this Refund Policy at any time. Changes become effective immediately upon publication on this page.
Contact Us
For return requests, refund inquiries, or order concerns:
Email: [email protected]
Return instructions and return addresses will be provided only after a return request has been reviewed and approved.