Refund policy
Do We Accept Returns?
Yes. You may return eligible items within 30 days of the delivery date, subject to the conditions below. Return shipping is free — for any reason, including change of mind.
Return Conditions
To be eligible for a return, an item must be:
- Unused and undamaged, in its original condition;
- In resalable condition, with all original packaging, tags, and protective materials where possible;
- Returned within the 30-day window;
- Pre-approved by our support team before you ship it back.
You are welcome to open the packaging to inspect an item, as you would in a shop. Items that show signs of use, laundering, or damage caused after delivery may be subject to a reduced refund.
How to Start a Return
All returns must be approved before you send anything back. To start a return, email info@lunoviastore.com with:
- Your order number;
- The item(s) you wish to return;
- The reason for the return;
- Your name and shipping address;
- Clear photos, if the item is damaged or defective.
We aim to respond with the next steps within 1 business day (Monday to Friday).
Return Method and Return Address
Returns are made by mail. Once your return is approved, we will email you the correct return address and instructions. Please do not send items back before receiving this confirmation — items sent to any other address may not be processed.
Return Shipping Costs
Return shipping is free on all eligible returns, whatever the reason. You will never pay to send an item back.
- Damaged, defective, or incorrect items (our error): We cover the full cost. You will not pay return shipping or any fee, and we will provide a prepaid return label.
- Change-of-mind returns (ordered the wrong item, or no longer wanted): We cover this too — we will provide a prepaid return label or reimburse your return postage.
Restocking Fee
We do not charge a restocking fee on eligible returns. If an item is returned showing signs of use, laundering, or damage caused after delivery, we may apply a partial refund to reflect its reduced condition.
Damaged or Defective Items
If an item arrives damaged or defective — including breakages to fragile décor such as resin pieces, vases, or clocks — notify us within 30 days of delivery at info@lunoviastore.com with your order number, clear photos of the item and its packaging, and a brief description of the issue. Depending on the situation, valid claims may result in a replacement, a full refund, or another fair solution — at no cost to you.
Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned:
- Bedding, throws, and other textiles once used or laundered, or where a hygiene seal has been opened or removed;
- Personalised or custom-made items;
- Items damaged through misuse after delivery.
Refunds
After we receive and inspect your return, we will notify you of the outcome. Approved refunds are credited to your original payment method and are generally processed within 7 business days, depending on your bank or card issuer.
Exchanges
If you would like a different size, colour, or a replacement item, contact us at info@lunoviastore.com and we will let you know availability. Exchanges follow the same eligibility conditions as returns.
Discounts and Promotions
If your order benefited from a discount (such as a bundle or multi-buy offer) and you return part of it, your refund will be recalculated based on the items you keep. If returning an item makes the order no longer eligible for the original promotion, the discount will be adjusted accordingly.
Your Statutory Rights
These terms are offered in addition to, and do not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, including your right to cancel eligible orders within 14 days of delivery.
Contact Us About a Return
Email: info@lunoviastore.com
Phone: +44 7476 526401
Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Business Hours: Monday to Saturday, 9:00 AM – 6:00 PM (GMT)