Política de reembolso
Last updated: June 13, 2026
At Lunalo, we want your shopping experience to be clear, safe and satisfactory. If you need to request a return, this policy explains the deadlines, conditions and steps you must follow.
This policy does not limit any legal consumer rights that may apply to you.
1. Return period
We offer a 30-day return policy from the date you receive your order.
This means you may request a return within 30 calendar days after the product has been delivered.
Without prejudice to the above, if you are purchasing from the European Union or the United Kingdom, you may have a legal right to withdraw from your purchase within a minimum period of 14 calendar days from the date you receive your order, without giving any reason.
2. Conditions for accepting a return
To process a return, the product must be in good condition, without damage, stains, odours, tears, obvious signs of prolonged use or improper handling.
The customer may open the product to reasonably check its features and functionality. However, if the product has been used beyond what is necessary to inspect it, Lunalo may apply a proportional reduction to the refund amount due to loss of value.
We recommend returning the product in its original packaging, with its labels, protections, accessories and instructions, whenever possible.
If the product is returned without adequate protection and arrives damaged during return shipping, the customer may be responsible for that loss of value.
3. Used, damaged or mishandled products
Continuous use, washing, exposure to odours, stains, dirt, physical damage or any handling that prevents the product from being resold in suitable condition will not be considered reasonable inspection of the product.
In these cases, after reviewing the condition of the returned product, Lunalo may reject the refund in whole or in part, or apply a proportional deduction depending on the condition in which the item is received.
4. How to start a return
To start a return, you must contact us at:
In your message, please include:
Order number.
Full name used for the purchase.
Email address used for the order.
Reason for the return.
Photos or videos if the product is damaged, defective or does not match what you ordered.
Once we have reviewed your request, we will tell you the next steps and the address where the product must be sent.
Important: do not send the product to any address before receiving our return instructions. Returns sent without prior contact, without sufficient identification or to an incorrect address may be delayed or may not be processed correctly.
5. Return shipping costs
Except in cases of defective products, damaged products or an error attributable to Lunalo, the direct return shipping costs will be borne by the customer.
We do not accept returns sent cash on delivery, postage due or without prior authorisation.
If the return is due to our error, a defective product or an incorrect item, we will review the case and, where appropriate, provide the corresponding solution.
6. Deadline for sending the returned product
Once the return request has been communicated and accepted, the customer must send the product within a maximum period of 14 calendar days from the return communication.
Lunalo may withhold the refund until the product has been received or until the customer provides valid proof of return shipment.
7. Damaged, defective or incorrect product
Please inspect your order as soon as you receive it.
If the item is defective, damaged or you have received an incorrect product, please contact us as soon as possible at:
To review the issue, we may ask you for photos or videos clearly showing the problem, as well as your order number and the email address used for the purchase.
If we confirm that the product has a defect, damage of origin or there has been an error in the shipment, we will offer an appropriate solution depending on the case.
This return policy does not affect any legal warranty rights that may apply to you as a consumer.
8. Exceptions and non-returnable products
For legal, hygiene-related or product-specific reasons, certain items cannot be returned unless they are defective or there has been an error attributable to Lunalo.
We do not accept returns of:
Personalised or custom-made products.
Gift cards.
Products that are not suitable for return for hygiene or health reasons if they have been unsealed after delivery.
Products damaged due to misuse, improper handling or wear not attributable to an original defect.
If you have any questions about whether your product can be returned, you can contact us before requesting the return.
9. Exchanges
We currently do not offer direct product exchanges.
The fastest way to get another item is to request a return for the product received and, once accepted, place a new order separately.
10. Refunds
When we receive the returned product, we will inspect its condition and notify you whether the refund has been fully or partially approved.
If the refund is approved, it will be issued to the same payment method used for the purchase.
The refund will be processed within a maximum period of 14 calendar days from receipt of the returned product or from the date the customer provides valid proof of return shipment, provided that the refund is applicable.
Please note that your bank, card issuer or payment provider may take additional time to reflect the amount in your account.
If more than 15 business days have passed since we approved your refund and you still have not received it, you can contact us at:
11. Partial refund due to loss of value
If the returned product shows signs of misuse, dirt, damage, odours, missing components, packaging deterioration due to improper handling or any loss of value not necessary to inspect the product, Lunalo may apply a proportional deduction to the refund amount.
This deduction will be assessed case by case after inspecting the product received.
12. Contact
For any questions related to returns, exchanges, incidents or refunds, you can contact us at:
We will try to respond within 24 to 48 business hours.