At Lunevella, we want you to feel confident when shopping for womenswear online. We carefully review product details, sizing information, and fabric descriptions to help you choose with confidence. If something is not right, this policy explains how returns, exchanges, refunds, and store credit work.

Please read this policy before placing an order. By shopping with Lunevella, you agree to the terms below.

Customer & Return support: service@lunevella.com

Return requests must be submitted within 14 days after delivery.

Once your return request is approved, your return package must be shipped back within 7 days from the approval date. Items sent back without return approval may not be accepted.

Where required by applicable law, your statutory consumer rights will still apply.

To be eligible for return, items must be returned in original, resellable condition.

Eligible items must be:

• Unworn.
• Unwashed.
• Unaltered.
• Free from perfume, smoke, deodorant, makeup, stains, odor, pet hair, or signs of wear.
• Returned with original tags, packaging, accessories, and hygiene liners where applicable.
• Returned as the correct item, color, size, and SKU from the original order.

Items that do not meet these conditions may be refused, returned to you, or refunded partially at our discretion. If a refused item needs to be shipped back to you, the reshipping cost is the customer's responsibility.

The following items are not eligible for return or exchange unless they arrive defective, damaged, or incorrect:

• Final Sale items.
• Gift cards.
• Store credit.
• Intimates, underwear, shapewear, and bodysuits.
• Swimwear with removed, damaged, or missing hygiene liners.
• Earrings, hair accessories, socks, and other hygiene-sensitive accessories.
• Customized, altered, or personalized items.
• Items damaged after delivery due to wear, washing, storage, misuse, or improper care.

If an item is marked Final Sale on the product page, cart, checkout, or order confirmation, it cannot be returned for a change of mind, size issue, or personal preference.

To start a return, contact us at service@lunevella.com with:

• Your order number.
• The email address used to place the order.
• The item(s) you want to return.
• The reason for the return.
• Photos if the item is defective, damaged, incorrect, or not as expected.

If your return is approved, we will provide return instructions and an authorized return address.

Please do not return items to the address shown on the original package. That address may not be an authorized return address. Returns must be sent to the return address provided by our customer support team after your return request is approved.

Items returned without authorization, to the wrong address, or outside the return window may not be accepted.

For standard returns, including size issues, color preference, changed mind, duplicate orders, or items that are no longer wanted, return shipping costs are the customer's responsibility.

If we provide a prepaid return label, the label fee may be deducted from your refund or store credit unless the return is caused by our error.

Lunevella will cover a reasonable return or replacement solution when the item is confirmed to be defective, damaged before delivery, or incorrect.

If you use your own carrier, we strongly recommend choosing an insured and trackable shipping service. We are not responsible for return packages that are lost, missing, delayed, damaged, or delivered to the wrong address in transit.

We support one size exchange per order when inventory is available.

Exchange conditions:

• The original item must meet all return eligibility requirements.
• Exchanges are subject to stock availability.
• Exchanges are generally limited to the same item in a different size or color.
• If the requested exchange item is unavailable, we may offer store credit, a refund, or another solution according to this policy.
• Replacement items received through an exchange are final and are not eligible for further return or exchange unless defective, damaged, or incorrect.

Exchange shipping fees may apply unless the exchange is caused by our error.

For eligible returns, you may choose one of the following refund options where available:

Option A: Refund To Original Payment Method

Approved refunds can be issued to the original payment method after the returned item is received and inspected.

Original shipping fees, return shipping fees, duties, taxes, customs fees, and shipping protection fees are non-refundable unless required by law or the return is caused by our error.

After we approve your refund, it may take additional time for your bank, card issuer, PayPal, Shop Pay, or payment provider to post the funds to your account.

Option B: Store Credit

You may choose to receive eligible refund value as Lunevella store credit.

Store credit:

• Can be used at checkout on future Lunevella purchases.
• May be processed faster after your return is received and approved.
• Is issued in the currency and amount determined by Lunevella based on the eligible refund value.
• Is not transferable.
• Cannot be redeemed for cash, withdrawn, or refunded to a payment card unless required by law.
• Cannot be used to purchase additional store credit or gift cards unless our checkout system allows it.

If you choose store credit, the return is still subject to inspection and all return eligibility rules.

Store credit does not replace or limit any statutory refund rights you may have under applicable law.

If your order received free shipping, the original outbound shipping cost is not refundable unless required by law or the return is caused by our error.

If returning items causes the value of the items you keep to fall below the free shipping threshold, we may deduct the standard shipping fee, actual outbound shipping cost, return label cost, or promotional shipping value from your refund or store credit where permitted by law.

Examples:

• If you received free shipping by meeting a minimum order amount, but return part of the order and the kept items no longer meet that minimum, a standard shipping fee may be deducted.
• If your return is due to size preference, changed mind, color preference, or unwanted items, return shipping remains the customer's responsibility.
• If the return is caused by a defective, damaged, or incorrect item, Lunevella will not deduct the shipping benefit caused by our error.

If your order included a free gift, bundle discount, promotional code, or gift-with-purchase offer, the promotion may be recalculated after a return. Free gifts or promotional items may need to be returned with the order. If they are not returned, their value may be deducted from your refund or store credit.

After your return is delivered to the authorized return address, please allow time for inspection.

Approved refunds or store credit are usually processed within 5-10 business days after the return is received and inspected.

Payment provider timing may vary:

• PayPal or digital wallet refunds may appear sooner.
• Credit or debit card refunds may take additional time depending on your bank or card issuer.
• Store credit may appear in your Lunevella account or checkout balance after processing.

If your refund has been approved but you do not see it after the expected timeframe, please first contact your bank or payment provider, then contact us at service@lunevella.com.

If your item arrives damaged, defective, or incorrect, please contact us within 7 days after delivery.

Please include:

• Your order number.
• A clear photo of the full item.
• Close-up photos of the issue.
• A photo of the packaging.
• A photo of the SKU, barcode, or tag.
• A photo of the shipping label when requested.

We will review the issue and provide the best available solution, which may include replacement, exchange, repair, store credit, partial refund, or refund according to the circumstances and applicable law.

Please do not discard the item or packaging until your case has been reviewed.

If tracking shows delivered but you cannot locate the package, please check:

• Your mailbox.
• Parcel locker.
• Front desk or reception.
• Household members.
• Neighbors.
• Nearby delivery areas.

Carriers may mark a package as delivered shortly before final delivery. If the package is still missing after 48 hours, contact us with your order number and tracking number.

We may ask you to contact the carrier, confirm the shipping address, submit a missing package claim, or cooperate with a carrier investigation.

If tracking confirms delivery to the correct address, we cannot guarantee a refund or replacement. Missing package claims are reviewed case by case.

Please double-check your return package before shipping.

We are not responsible for:

• Non-Lunevella items sent to us.
• Incorrect items returned.
• Items returned to the wrong address.
• Empty packages.
• Packages without a return authorization.
• Return packages lost, delayed, or damaged by your chosen carrier.

Such items may not be eligible for refund, store credit, exchange, storage, or reshipment.

We may issue a partial refund, refuse a return, or return the item to you if:

• The item shows signs of wear, washing, odor, makeup, stains, pet hair, damage, or alteration.
• Tags, hygiene liners, packaging, or accessories are missing.
• The wrong item is returned.
• The item is returned outside the approved return window.
• The item was Final Sale or otherwise non-returnable.
• The return appears suspicious, abusive, or inconsistent with the order.

If a return is refused and you want the item shipped back to you, additional shipping fees may apply.

We reserve the right to refuse returns, limit return options, issue store credit instead of refund where legally permitted, cancel orders, or close accounts in cases of suspected abuse, fraud, excessive returns, wardrobing, empty package returns, wrong item returns, chargeback abuse, or policy violations.

Examples of return abuse may include:

• Repeatedly buying multiple sizes or colors and returning most items.
• Returning worn, washed, stained, altered, or damaged items.
• Returning items after wearing them for events or photos.
• Sending back an item different from the original order.
• Sending empty packages or unrelated items.
• Making repeated "delivered but not received" claims.
• Filing payment disputes after receiving a support resolution.

This section does not limit any non-waivable rights you may have under applicable law.

Orders can only be canceled before fulfillment begins.

Once an order has shipped, it cannot be canceled and must follow our return process.

If you need to cancel or change an order, contact us as soon as possible at service@lunevella.com. We cannot guarantee changes after an order is placed.

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other local charges.
Unless stated otherwise at checkout, these charges are the customer's responsibility and are not collected or controlled by Lunevella.
If you refuse delivery because of duties, taxes, or customs fees, the package may be returned, delayed, abandoned, or destroyed by the carrier or customs authority. Any refund will be reviewed after deducting applicable shipping costs, return costs, customs charges, handling fees, or losses where permitted by law.

If you are located in the United Kingdom or European Union, you may have statutory cancellation rights for certain online purchases.

Where required by applicable law, you may have 14 days after receiving your order to notify us that you wish to cancel eligible items, and another 14 days to send the items back.

Certain items may be excluded from cancellation rights, including sealed goods that are not suitable for return for health or hygiene reasons once opened, customized goods, and other legally excluded items.

If statutory cancellation rights apply, we will comply with applicable legal requirements. This policy does not limit your statutory rights.

For return, refund, exchange, or store credit questions, contact us at:

Company Name: Hong Kong Epin Hall Co., Limited
Registered Address: UNIT D, 18/F GOLDEN SUN CENTRE 59-67 BONHAM STRAND WEST SHEUNG WAN, HONG KONG
Contact Email: service@lunevella.com
Governing Law: These Terms shall be governed by the laws of Hong Kong.
Jurisdiction: Any disputes shall be subject to the courts of Hong Kong.