Return & Refund Policy

At Lunovia Care, your satisfaction is our top priority. If you are not completely happy with your order, we are here to make it right.

Not satisfied with your order?

You have two options:

1. Return within 30 days

You may return your unused item within 30 days of receipt and receive a full refund.

2. Damaged or defective product

If your item arrives damaged or defective, please send us clear photos of the problem. In many cases, our customer service team can resolve the issue quickly without requiring a return.

Once your return is received and approved – or your claim is validated by photos – we will process your refund within 5 business days. Please note that it may take several days for the refund to appear in your account depending on your payment provider.

Returning by Post

You have 30 days from the delivery date to exchange your item or request a refund.

Important return policy

• Items purchased as part of a value pack or special promotion are not eligible for return.

• Return shipping costs are always the responsibility of the customer.

• Returns without a valid Track & Trace number cannot be processed.

Hygiene & Safety

For health and hygiene reasons, the following items cannot be returned or refunded:

• Bras, lingerie, and underwear

• Makeup, skincare, or cosmetics

• Opened lotions, gels, or personal care products

• Shapewear or any product that has direct contact with the skin

This policy follows standard industry practice in the health & beauty sector and is designed to protect all customers.

Return Procedure

1. Contact us first – send an email to info@lunovia-care.com including your order number. Our customer service team will provide you with the correct return address.
   ⚠️ Important: We operate multiple distribution centers. Returns sent without prior authorization or to the wrong address cannot be processed.

2. Send the item back

   • Always include the return form.

   • Use a traceable shipping method.

   • Return costs are the responsibility of the customer.

3. Receive your refund

   • Once the return has been received and approved, we will process your refund within 5 business days.

Order Cancellations

• Orders can be canceled within 12 hours of purchase, provided the order has not yet been shipped.

• Cancellations are free of charge.

• Once an order has been shipped, it can no longer be canceled or modified.

⚠️ Do not refuse delivery: refused packages will not be returned to our warehouse and are not eligible for a refund.

Damaged or Incorrect Items

• Please report any damaged or incorrect items within 14 days of delivery to info@lunovia-care.com.

• Include clear photos showing the product and packaging label.

• If the issue is confirmed, we will send you a replacement or issue a refund.

Return Address

🔁 Important: All returns must be sent to our main warehouse in China.
Please ensure you are willing to cover the international return shipping costs before requesting a return.

📦 We strongly recommend using a traceable shipping method. Returns without tracking cannot be processed.

Important Shipping & Return Rules

• Refused deliveries: Refused packages are not returned to our warehouse and are not eligible for a refund.

• Incorrect return address: Returns sent without prior approval or to an incorrect address will not be processed.

• Incorrect shipping address provided by customer: If your order cannot be delivered due to an incorrect or incomplete address at checkout, no refund will be issued. You may choose to have the order re-shipped at your own expense.

✉️ Need Help?
Contact us anytime at info@lunovia-care.com – our team is here to assist you.