Return & Refund
At Lunatear, we want you to be completely satisfied with your purchase from lunatear.com. Our Return & Refund Policy is designed to make the process as smooth and straightforward as possible. Please read the details below to understand our policies for returns, refunds, and exchanges.
Eligibility for Returns
We accept returns for eligible items within 30 days of the delivery date, provided the following conditions are met:
We accept returns for eligible items within 30 days of the delivery date, provided the following conditions are met:
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The item is unused, unopened, and in its original packaging with all tags and accessories intact.
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The item is in the same condition as when it was delivered (due to the intimate nature of our products, we cannot accept returns for used items).
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Proof of purchase (order confirmation or receipt) is provided.
Note: For hygiene and safety reasons, certain items, such as opened or used sex toys, lubricants, or other intimate products, are non-returnable unless they are defective or damaged.
How to Initiate a Return
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Contact Us: Email our customer support team at support@lunatear.com within 30 days of delivery to request a return. Please include your order number, the item(s) you wish to return, and the reason for the return.
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Receive Return Instructions: We will provide you with a return authorization and shipping instructions. Returns sent without prior authorization may not be accepted.
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Ship the Item: Package the item securely in its original packaging and ship it to the provided return address. Customers are responsible for return shipping costs unless the return is due to a defect or error on our part.
Refunds
Once we receive and inspect your returned item(s), we will notify you via email about the approval or rejection of your refund. If approved:
Once we receive and inspect your returned item(s), we will notify you via email about the approval or rejection of your refund. If approved:
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Refunds will be issued to the original payment method within 5-10 business days of receiving the return.
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The refund will cover the cost of the item(s), excluding any original shipping fees.
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For orders that qualified for free shipping (over $99), if the return reduces the order total below $99, a standard shipping fee may be deducted from the refund.
Note: Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Defective or Damaged Items
If you receive a defective, damaged, or incorrect item, please contact us at support@lunatear.com within 7 days of delivery. Provide your order number, a description of the issue, and photos of the item (if applicable). We will arrange for a replacement or issue a full refund, including any shipping costs, at no additional charge to you.
If you receive a defective, damaged, or incorrect item, please contact us at support@lunatear.com within 7 days of delivery. Provide your order number, a description of the issue, and photos of the item (if applicable). We will arrange for a replacement or issue a full refund, including any shipping costs, at no additional charge to you.
Exchanges
Due to the nature of our products, we do not offer direct exchanges. If you wish to exchange an item, please return the original item following the return process and place a new order for the desired product at lunatear.com.
Due to the nature of our products, we do not offer direct exchanges. If you wish to exchange an item, please return the original item following the return process and place a new order for the desired product at lunatear.com.
Non-Returnable Items
The following items are non-returnable unless defective or damaged:
The following items are non-returnable unless defective or damaged:
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Opened or used intimate products (e.g., sex toys, lubricants).
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Gift cards or promotional items.
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Items marked as “final sale” at the time of purchase.
International Returns
For international orders, customers are responsible for return shipping costs and any applicable customs fees or duties. We recommend using a trackable shipping method for returns. Please contact us at support@lunatear.com for specific instructions on international returns.
For international orders, customers are responsible for return shipping costs and any applicable customs fees or duties. We recommend using a trackable shipping method for returns. Please contact us at support@lunatear.com for specific instructions on international returns.
Contact Us
If you have any questions about our Return & Refund Policy or need assistance with a return, please reach out to our customer support team at support@lunatear.com. We’re here to ensure your Lunatear experience is exceptional!
If you have any questions about our Return & Refund Policy or need assistance with a return, please reach out to our customer support team at support@lunatear.com. We’re here to ensure your Lunatear experience is exceptional!
Note: This policy is subject to change. Please check this page for the most up-to-date information.