Returns Policy
Can I return my order?
Yes, this is possible.
If you are not satisfied with the items you ordered, you may return them within 30 days after receiving your order.
Return conditions:
-
The order must still contain all correct parts and components, and the packaging must be in its original state.
-
Normal handling of the product is allowed; damage caused by careless handling is excluded.
-
Products where hygiene is important must be thoroughly cleaned before starting the return process.
-
The product was found to be defective immediately upon receipt.
-
We reserve the right to charge shipping costs to the customer.
A return will be processed within 7 business days . If the conditions are met, you will receive an official confirmation within this period.
⚠️ Please note: We reserve the right to refuse returned items if we suspect they have been used or damaged.
How can I return my order?
If your order meets the above conditions, please follow these steps:
-
Send an email to: sales@lunaenlivia.nl
-
Include the following information in your email:
-
Order number
-
Reason for return
-
Photo of the product (in case of damage)
-
First and last name
-
Address details
-
After receiving your request, we will send you the return address.
➡️ Never send returns to the sender's address! You will receive the correct return address from us.
The return shipping costs are at the customer's expense.
Right of Withdrawal
Consumers have the right of withdrawal under the following conditions, provided that the consumer is a natural person entering into the agreement for purposes outside their commercial or professional activities.
A. CANCELLATION POLICY
Right of withdrawal
The withdrawal period is 14 days , starting on the day you (or a third party designated by you, who is not the carrier) received the last goods of your order.
⚠️ Please note: We work with a fully automated system. Once an order has been placed, it is immediately processed and shipped. Therefore, cancellation is no longer possible once the shipping process has started. Refunds are only possible after we have received the returned goods.
To exercise your right of withdrawal, you must notify us by means of a clear statement (eg, via email). The withdrawal is only completed once we have received the returned goods.
The costs of returning the goods are at the customer's expense.
Shipping & Delivery
Our goods are shipped from Asia . As a result, longer delivery times may occur, which are beyond our control.
Is your package already on its way? In that case, cancellation is no longer possible. Please wait until you receive the package and then return it to us. Of course, you may notify us in advance of your withdrawal.
To speed up the return process, we kindly ask you to send us a shipping confirmation once you have returned the package.
Consequences of Withdrawal
If you withdraw from the agreement, you will receive a refund of all payments made, excluding shipping costs (and any additional costs if you selected a more expensive shipping option).
Refunds will be processed using the same payment method you used for your original order, unless otherwise agreed.
We do not charge fees for the refund, provided the return meets the conditions and we have received the goods.