Return Policy

Returns Policy

At Lunéa Vancouver, your satisfaction matters to us. If your purchase doesn’t meet your expectations, this Returns Policy explains when and how a return can be requested and processed.

1. Return Eligibility

To ensure fairness and consistency, returns are accepted only when the following conditions are met:

  • Return timeframe: Return requests must be submitted within 30 days of the delivery date.

  • Item condition: Items must be unused, unworn, unwashed, and returned in original condition with all tags and labels attached.

  • Trying on: Trying an item indoors is permitted; extended wear or outdoor use is not.

  • Multiple-size orders: Ordering the same item in multiple sizes with the intention of returning part of the order is not allowed.

  • Return shipping costs: Customers are responsible for return shipping fees. We recommend using a tracked service, as we are not responsible for lost returns.
    Returns must be shipped to China, with return shipping costs starting from 30 CAD, to be paid by the customer.

  • Receipt required: A return can only be requested once the item has been delivered and received.

Non-returnable items (for hygiene and safety reasons) include:

  • Underwear and bodysuits

  • Swimwear without an intact hygiene seal

  • Earrings and cosmetics

2. How to Request a Return

To begin a return, please follow these steps:

  1. Submit a request
    Email info@luneavancouver.com within 30 days of delivery and include:

    • Your order number

    • The item(s) you wish to return

    • A brief reason for the return

  2. Receive instructions
    Once approved, you will receive return instructions and the return address of our fulfillment partner.

  3. Send the return

    • Ship the item(s) back at your own expense

    • Any customs or return duties must be prepaid

    • Use a tracked shipping method and keep your proof of shipment

  4. Inspection
    Returned items are inspected upon arrival, typically within 2–5 business days.

Please note: We cannot issue refunds for returns that are lost in transit or sent without tracking.

3. Refunds

  • Refund method: Approved refunds are issued to the original payment method used at checkout.

  • Timing: Refunds are processed within 14 days after the return is received and approved.

  • Refund amount: Only the product price is refunded. Original shipping costs are non-refundable.

  • Bank processing: Your bank or payment provider may take an additional 3–10 business days to reflect the refund.

If an item is returned in a worn, washed, damaged condition, or without original tags or packaging, the refund may be declined and the item returned to you.

4. Exchanges

At this time, Lunéa Vancouver does not offer direct exchanges.
If you would like a different size or color, please place a new order and request a return for the original item.

5. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@luneavancouver.com and include:

  • Your order number

  • Clear photos of the item, packaging, and shipping label

Once verified, we will offer an appropriate solution, such as a replacement or refund. In these cases, return shipping costs may be covered by us.

6. Delivery & Address Responsibility

  • If tracking confirms delivery to the address provided at checkout, Lunéa Vancouver cannot be held responsible for loss or theft after delivery.

  • Customers are responsible for entering the correct shipping address.

  • Address changes must be requested within 24 hours of placing the order.

  • Orders returned due to incorrect or undeliverable addresses may require additional reshipping fees.

7. Contact Information

For any questions regarding returns or refunds, please contact our Customer Care team:

📧 info@luneavancouver.com
🕓 Monday – Friday, 9:00 AM – 6:00 PM