Returns made clearer.
This Return & Refund Policy explains how return requests, damaged or incorrect items, refunds, and other post-purchase matters are handled for Lunerelle™ orders.
Please review this policy before sending any merchandise. Customers should contact our support team first so that the applicable return instructions and return destination can be provided.
About our return process
We want customers to have clear information when a purchase does not go as expected. Return and refund requests are reviewed according to the circumstances of the order, the condition of the merchandise, and any applicable store or legal requirements.
Before returning any Lunerelle™ merchandise, please contact our customer support team and provide the relevant order details.
Do not send merchandise to the business address shown on this website unless customer support has specifically instructed you to do so. Our registered business address is not automatically the warehouse or return-processing destination.
Where a return is approved or otherwise applicable, our support team will provide the appropriate return instructions and destination for that request.
When a return may be eligible
Return eligibility may depend on the product, its condition, the reason for the request, and the circumstances surrounding the order.
Order Identification
Customers should provide the order number and, where possible, the email address used when placing the order so that the purchase can be identified.
Product Condition
The condition of an item may affect whether a return can be accepted. Products should not be unnecessarily damaged, altered, contaminated, or misused before a return request is reviewed.
Original Components
Where relevant, returned merchandise should include the components, accessories, packaging, or other materials that were supplied with the product.
Return Authorization
Customers should contact support before sending merchandise. A return destination should not be assumed from the company information displayed elsewhere on this website.
Special considerations for bedding products
Because Lunerelle™ sells bedding products, the condition and use of returned merchandise may be particularly important when determining return eligibility.
Depending on the product and applicable law, bedding that has been used, washed, stained, damaged, altered, contaminated, or otherwise placed in a condition that prevents reasonable resale may be subject to return restrictions.
Any product-specific return or hygiene information disclosed with an item should also be reviewed before purchase and before submitting a return request.
How to request a return
Following the correct process helps make sure merchandise is sent to the appropriate location and that the request can be linked to the correct order.
Contact us at service@lunerelle.com or by phone and explain that you would like assistance with a return.
Include the order number, relevant product information, and a clear explanation of the reason for the request.
Where applicable, customer support will provide the return instructions and the appropriate return destination.
Package the merchandise appropriately and include any information or materials requested in the return instructions.
Send merchandise only to the destination provided for the applicable return request.
Once applicable returned merchandise is received, it may be reviewed before the return or refund process is completed.
If an item arrives damaged
If merchandise arrives damaged, contact customer support and provide your order information together with a clear explanation of the issue.
Where reasonably possible, retain the merchandise, packaging, shipping materials, and other information relevant to the reported damage while the matter is being reviewed.
Customer support may request additional information reasonably necessary to understand the condition of the shipment or product.
If you receive the wrong item
If you believe the product received does not match the item ordered, contact customer support and provide your order number and information identifying the item received.
Please do not independently send the product to our registered business address.
Our customer support team can review the order and provide the appropriate next-step instructions.
How refunds may be handled
Where a refund is approved or otherwise required, it will be handled in connection with the relevant order and applicable transaction information.
Return Review
Where merchandise must be returned, the refund may be processed after the applicable return has been received and reviewed.
Original Payment Method
Where reasonably possible, an approved refund may be issued to the original payment method used for the order, subject to the payment provider and transaction circumstances.
Processing Time
The time required for a completed refund to appear may vary depending on payment processors, card issuers, banks, transaction methods, and other factors outside our control.
Partial Refunds
Depending on the circumstances and applicable rules, a partial refund may be considered where only part of an order or part of the merchandise qualifies for refund.
Shipping responsibility can depend on the reason for the return.
Responsibility for return-shipping costs may depend on the circumstances of the request, the reason for the return, and any applicable legal requirements.
Where the return results from a confirmed order error, incorrect merchandise, product damage, or another issue attributable to fulfillment, different arrangements may apply.
Where a customer return is based on preference, suitability, or another non-defect reason, applicable return-shipping responsibilities may differ.
Customer support will provide relevant return instructions when a request is reviewed.
Situations that may affect return eligibility
Certain circumstances may prevent or limit a return, subject to applicable law and any product-specific terms.
Bedding that has been substantially used or washed may be subject to restrictions, particularly where hygiene or product condition is relevant.
Damage resulting from misuse, improper care, alteration, avoidable contamination, or handling inconsistent with product instructions may affect eligibility.
Missing product components, accessories, or other included materials may affect the assessment of a return.
Merchandise sent to an address without following the applicable return instructions may not reach the correct return-processing facility.
Need to change order information?
If you believe information associated with an order is incorrect, contact customer support as soon as reasonably possible.
Whether an order can be changed may depend on its processing, fulfillment, or shipment status.
Cancellation requests
Customers may contact support to request cancellation of an order that has not yet completed the relevant processing or fulfillment stages.
A cancellation request does not necessarily guarantee that an order can be stopped once processing or shipment has begun.
Requests for a different product, size, or option
If you need a different product or variation, contact customer support so the available options for the applicable order can be reviewed.
Whether a direct exchange is available may depend on inventory, order status, product condition, and other circumstances.
In some situations, the appropriate process may involve returning an eligible item and placing a separate order rather than completing a direct exchange.
Customer support can provide the applicable information after reviewing the request.
Do not automatically return merchandise to our business address.
The business address published on this website identifies the legal company associated with Lunerelle™.
It should not automatically be treated as the warehouse, fulfillment center, receiving location, or merchandise return destination.
Before sending merchandise, contact customer support. Where a return is applicable, the appropriate return instructions and return destination will be provided.
Sending merchandise to an address that was not provided for the applicable return request may delay or interfere with return processing.
Consumer rights may vary by location
Nothing in this policy is intended to limit rights that cannot lawfully be excluded or restricted under applicable law.
Consumer-protection requirements differ between countries, states, provinces, and other jurisdictions.
Where applicable law provides mandatory rights concerning defective products, cancellation, returns, refunds, or other consumer remedies, those rights may apply independently of or in addition to the general terms described in this policy.
Changes to this Return & Refund Policy
We may update this policy from time to time to reflect changes in our products, order processes, fulfillment arrangements, business practices, or applicable requirements.
When this policy is revised, the updated version may be posted on this page together with a revised “Last Updated” date.
Need help with an order?
Contact our customer service team before sending merchandise or if you have questions regarding a return or refund.