Refund policy

RETURN AND REFUND POLICY — LUNORALIVING

Last updated: 22 October 2026

1. Overview

At LunoraLiving, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions for requesting a return, exchange, replacement, or refund for products purchased through our online store.

Store Name: LunoraLiving
Legal Business Name: Sandeep Singh
Business Address: Jalalabad, Fazilka, Punjab, India
Email: srai33009@gmail.com
Phone: 7814832042

By placing an order with LunoraLiving, you acknowledge this policy, subject to your rights under applicable Indian consumer protection laws.

2. Return Eligibility Criteria

To request a return, please contact us using the details provided in this policy.

For a return to be eligible, the following conditions may apply:

The product must have been purchased directly from LunoraLiving.
You must provide your order number or other reasonable proof of purchase.
The product should generally be unused, in its original condition, and returned with its original packaging, accessories, and tags, where applicable.
The return request must be submitted within the applicable return timeframe.
The product must meet any product-specific return conditions disclosed before purchase.

We may ask for photographs or other relevant information to assess the return request.

Products that are damaged, defective, incorrect, incomplete, or materially different from their advertised description will be handled in accordance with applicable law. Such requests will not be rejected solely because the customer has opened the packaging to inspect the product.

3. Return Timeframe

Please contact us within 7 days of receiving your order to request a return, exchange, replacement, or refund.

To initiate a request, email srai33009@gmail.com or contact us at 7814832042 with your order number and the reason for your request.

This 7-day period is our standard request window and does not limit any rights or remedies available to you under applicable law.

For damaged, defective, incorrect, or misdescribed products, please notify us as soon as reasonably possible after discovering the issue.

Returns must be approved and coordinated with our support team before being sent back, unless otherwise required by law.

4. How to Request a Return

Follow these steps to initiate a return:

Contact us: Email srai33009@gmail.com or call 7814832042.
Provide order details: Include your order number, product name, and reason for the request.
Share supporting evidence: For damaged, defective, incorrect, or incomplete products, provide clear photographs or videos where reasonably available.
Wait for instructions: Our team will review your request and explain the next steps, including return shipping arrangements where applicable.
Return the product, if required: Follow the return instructions provided by our support team.

Please do not send products to an address that has not been confirmed by our support team.

5. Refund Process and Timing

Once your return or refund request has been reviewed and approved, we will communicate the applicable resolution.

Return request processing: We aim to review and process eligible return requests within approximately 3–4 business days after receiving the necessary information. This is an estimate and may vary depending on the circumstances.

Refund initiation: Approved refunds will be initiated within the timeframe communicated to you and required by applicable law. Where a returned product must first be received or inspected, this may affect when the refund can be approved, subject to your legal rights.

Refund method: Wherever reasonably possible, refunds for prepaid orders will be issued to the original payment method. For cash-on-delivery orders, we may request appropriate bank account or other payment details to complete the refund securely.

Bank processing time: After a refund is initiated, the time required for the funds to appear in your account depends on your bank, card issuer, or payment service provider.

We will not use this policy to delay or deny a refund or other remedy required by applicable law.

6. Exchange and Replacement Options

Exchanges or replacements may be available for eligible products, subject to product availability and applicable law.

You may contact us to request an exchange if:

You received an incorrect product.
Your product arrived damaged or defective.
The product received materially differs from its advertised description.
Your request otherwise qualifies under our return conditions.

If the requested replacement is unavailable, we will discuss an appropriate alternative or refund, as applicable under law.

For change-of-mind exchanges, availability depends on the product, its condition, and our applicable return conditions.

7. Damaged, Defective, Incorrect, or Incomplete Products

We aim to ensure that products reach customers in satisfactory condition.

If you receive a product that is damaged, defective, incorrect, incomplete, or materially different from its description, please contact us as soon as reasonably possible.

Please provide:

Your order number.
The name of the affected product.
A description of the issue.
Photographs or videos showing the issue, where reasonably available.

After reviewing your request, we will determine an appropriate resolution, which may include a replacement, repair, exchange, refund, or another remedy required by applicable law.

Customers will not be required to bear return shipping costs for verified issues where the applicable law or our responsibility requires us to cover those costs.

Nothing in this policy removes your rights under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or other applicable Indian laws.

8. Non-Returnable Items

Certain products may be excluded from change-of-mind returns where the exclusion is lawful and clearly disclosed to customers before purchase.

Depending on the products sold, these exclusions may include:

Personalised or custom-made products.
Products that are perishable or have a limited shelf life.
Products sealed for health or hygiene reasons that are unsuitable for return after the seal has been broken, where legally permitted.
Products that have been used, damaged, or altered by the customer beyond what is reasonably necessary to inspect them, where applicable.

Important: These exclusions do not override statutory rights relating to defective, damaged, incorrect, counterfeit, deficient, or misdescribed products, or any other remedy required by law.

LunoraLiving will not treat a product as non-returnable solely to avoid an obligation imposed by applicable consumer protection laws.

9. Return Shipping Costs

Return shipping costs will be handled according to the reason for the return and applicable law.

Damaged, defective, incorrect, or misdescribed products: LunoraLiving will arrange or cover reasonable return shipping costs where required by law or where the issue is our responsibility.
Change-of-mind returns: The customer may be responsible for return shipping costs where this is clearly disclosed, lawful, and agreed to under the applicable return conditions.
Exchanges: Shipping costs for exchanges will be communicated before the exchange is arranged, subject to applicable law.
Incorrect delivery information: Additional delivery or return costs arising from incorrect information supplied by the customer may be assessed based on the circumstances and applicable law.

No return shipping charge will be imposed where doing so would violate applicable law.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at srai33009@gmail.com or 7814832042.

We will try to accommodate cancellation requests before dispatch. Once an order has been dispatched, cancellation may no longer be possible, and a return may need to be handled under this policy.

If an order is cancelled and payment has already been collected, any applicable refund will be processed in accordance with applicable law.

11. Contact Information

For return, refund, exchange, or replacement requests, please contact us:

Store Name: LunoraLiving
Legal Business Name: Sandeep Singh
Business Address: Jalalabad, Fazilka, Punjab, India
Email: srai33009@gmail.com
Phone: 7814832042
Customer Support Hours: 10:00 AM–8:00 PM IST