Return Policy
RETURN & REFUND POLICY
This Return & Refund Policy applies to purchases made through lunoviia, which is owned and operated by Qinhuangdao Houhe Technology Co., Ltd.
We want our customers to understand clearly how order cancellations, returns, refunds, exchanges, damaged or incorrect items, and delivery-related concerns are handled. The terms below describe the procedures applicable to purchases made through our website.
BUSINESS INFORMATION
Brand Name:
lunoviia
Legal Company Name:
Qinhuangdao Houhe Technology Co., Ltd.
Business Address:
Room 201, Building 1, North of National Highway 205, East of Aimin Road, Changli Town, Changli County, Qinhuangdao, Hebei Province, China
Customer Support Email:
service@lunoviia.com
Business Phone:
+86 335 206 8890
Qinhuangdao Houhe Technology Co., Ltd., doing business as lunoviia, operates this website and provides customer support for purchases made through the Site.
ORDER CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible at:
Please provide your order number and the email address used when placing your order.
We will make reasonable efforts to accommodate a cancellation request if the order has not yet entered processing, packing, fulfillment, or shipment.
Once an order has entered any of these stages, cancellation may no longer be possible.
If a cancellation is successfully completed before fulfillment or shipment, any applicable refund will be issued to the original payment method.
If your order has already been dispatched, you may request a return after delivery in accordance with this Policy.
180-DAY FREE RETURN POLICY
Eligible products may be returned within 180 calendar days from the date of delivery.
The 180-day return period begins on the date the carrier or another reliable delivery record confirms that the package was delivered.
To qualify for a return, products should generally:
- Be unused or only reasonably inspected
- Remain in their original condition
- Include original packaging where applicable
- Be accompanied by valid proof of purchase
Returned items may be inspected before a refund is approved.
Products showing unreasonable use, misuse, intentional damage, excessive wear, or substantial alteration may not qualify for a refund unless otherwise required by applicable law.
HOW TO REQUEST A RETURN
Before returning any item, please contact our customer support team at:
Please provide:
- Your order number
- The product you wish to return
- The reason for the return
- Photos or videos where relevant
- Any other information reasonably required to review the request
After reviewing your request, our customer support team will provide the applicable return instructions.
Please do not send products directly to our registered business address unless we specifically instruct you to do so.
Our return warehouse may be located at a different address from our registered company address.
Once your return request has been approved, we will provide the correct return location together with the applicable shipping instructions.
Returns sent without authorization or without following the provided instructions may require additional time to identify and process.
FREE RETURN SHIPPING
Eligible returns requested within the applicable 180-day return period qualify for free return shipping.
Once your return request has been approved, we will provide an authorized return method. Depending on the circumstances, this may include:
- A prepaid return shipping label
- An authorized return service
- Another approved return arrangement provided by our customer support team
Please wait until you receive return authorization before sending any product back.
No restocking fee is charged for eligible returns.
If a product must be returned because it arrived damaged, defective, incorrect, incomplete, or materially different from what was ordered, you will not be required to pay return shipping costs.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS
If your order arrives damaged, defective, incomplete, contains the wrong product, is missing an item, or is materially different from the product ordered or described, please contact:
Please provide your order number and, where appropriate, clear photographs or videos showing the issue.
Our customer support team will review the information provided.
If we confirm that the problem resulted from a product defect, fulfillment error, or shipping issue, we will provide an appropriate solution at no additional cost to you.
Depending on the circumstances, the resolution may include:
- Replacement
- Reshipment
- Full refund
- Partial refund
- Authorized return
- Another appropriate remedy
Customers are not responsible for return shipping costs for verified damaged, defective, incorrect, incomplete, or materially misdescribed products.
A physical return is not required for an item that was never received.
Please do not send an affected product back unless our customer support team has provided return instructions.
REFUND PROCESSING
Once an approved returned item reaches the designated return facility and has been inspected, we will notify you regarding the status of your refund.
Approved refunds are issued to the original payment method used for the purchase.
For refunds requiring a physical return, the refund is generally processed within 5–10 business days after the returned product has been received and inspected.
If a refund is approved without requiring a physical return, it is generally processed within 5–10 business days after approval.
After we issue the refund, your bank, credit card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.
Processing times imposed by payment providers are outside our direct control.
ORIGINAL SHIPPING CHARGES
Eligible returns qualify for free return shipping under our 180-Day Free Return Policy.
However, shipping charges originally paid during checkout, including optional Express Shipping fees, are generally non-refundable unless:
- The issue resulted from an error on our part
- The product arrived damaged or defective
- You received an incorrect product
- Your order was incomplete or missing an item
- The product was materially different from its description
- Applicable law requires otherwise
CURRENT U.S. SHIPPING OPTIONS
For eligible orders delivered within the United States, the following shipping methods are currently available:
Express Shipping
Shipping Fee: $6.99
Estimated Transit Time: 1–2 business days after dispatch
Free Shipping
Order Amount: $39.00 or more
Shipping Fee: Free
Estimated Transit Time: 3–5 business days after dispatch
Standard Shipping
Order Amount: $0.00–$38.99
Shipping Fee: $3.99
Estimated Transit Time: 3–5 business days after dispatch
Orders with an eligible merchandise subtotal of $39.00 or more qualify for Free Shipping.
Orders with an eligible merchandise subtotal between $0.00 and $38.99 may use Standard Shipping for $3.99.
Orders are generally reviewed, prepared, and packed within up to 5 business days after payment has been successfully confirmed.
Shipping transit times begin only after dispatch and are separate from the order-processing period.
LATE OR MISSING REFUNDS
If you have received confirmation that a refund has been issued but the funds have not yet appeared in your account, please:
- Check your bank or payment account again
- Contact your credit card issuer or payment provider
- Contact your bank, as posting times may vary
If you have completed these steps and still cannot locate the refund, please contact:
Please include your order number and any available refund confirmation information.
EXCHANGES
If you receive a damaged, defective, incorrect, incomplete, or materially misdescribed product, we may offer a replacement or exchange where appropriate.
If you would like to exchange an item for personal-preference reasons, please contact our customer support team before returning anything.
Exchange eligibility may depend on:
- Product condition
- Replacement availability
- The circumstances of the request
Please do not send an item back for exchange until you have received instructions from our customer support team.
If the requested replacement is unavailable, we may provide another appropriate resolution, including a refund where applicable.
RETURN ADDRESS
Please do not send returns directly to the registered business address of Qinhuangdao Houhe Technology Co., Ltd. unless our customer support team specifically instructs you to do so.
After your return request has been reviewed and approved, we will provide the appropriate return warehouse address together with the applicable return instructions.
The return facility may be different from our registered business address.
This process helps ensure that returned products reach the correct facility and can be properly identified and processed.
SHIPPING AND DELIVERY ISSUES
Orders are generally processed within up to 5 business days after payment has been confirmed.
Carrier transit time begins after dispatch.
For eligible U.S. orders:
Express Shipping: $6.99 — estimated 1–2 business days after dispatch
Free Shipping: Orders of $39.00 or more — estimated 3–5 business days after dispatch
Standard Shipping: $3.99 for orders of $0.00–$38.99 — estimated 3–5 business days after dispatch
Delivery estimates may occasionally be affected by circumstances such as:
- Carrier delays
- Severe weather
- Public holidays
- High-volume shipping periods
- Inventory availability
- Incorrect or incomplete shipping information
- Customs or security inspections where applicable
- Other circumstances outside our reasonable control
If your tracking information has not been updated for an extended period, or your shipment appears significantly delayed or lost, please contact:
Please include your order number and any available tracking information.
We will review the shipment and, where appropriate, coordinate with the carrier or fulfillment provider to investigate.
The transfer of a shipment to a carrier does not automatically prevent us from reviewing a reasonable claim involving a lost, damaged, incorrect, or otherwise problematic delivery.
A carrier tracking status showing “Delivered” also does not automatically prevent you from requesting assistance.
If tracking indicates that your order has been delivered but you cannot locate the package, please first check:
- Around the delivery location
- With other household members
- With neighbors where appropriate
- With building reception, concierge, front desk, or mailroom staff
- Any secure location where the carrier may have left the package
If the shipment still cannot be found, please contact us for assistance.
CONTACT US
For questions regarding cancellations, returns, refunds, exchanges, damaged or defective products, missing items, incorrect products, or delivery-related concerns, please contact us using the information below:
Brand Name:
lunoviia
Legal Company Name:
Qinhuangdao Houhe Technology Co., Ltd.
Business Address:
Room 201, Building 1, North of National Highway 205, East of Aimin Road, Changli Town, Changli County, Qinhuangdao, Hebei Province, China
Customer Support Email:
service@lunoviia.com
Business Phone:
+86 335 206 8890
Qinhuangdao Houhe Technology Co., Ltd., doing business as lunoviia, operates this website and is responsible for customer support relating to purchases made through the Site.