Return and Refund policy
Service Area & Market Focus
This Return & Refund Policy applies exclusively to orders placed by customers in the United States (USA).
Lunera NY currently sells and ships products only to USA customers.
Order Processing & Delivery Timeline Reminder
Please note:
- Orders are processed within 3–7 business days.
- Estimated delivery time: 7–24 business days.
Delivery times are estimates and may vary due to logistics, customs, or other external factors.
Returns Eligibility
Customers may request a return or refund if the order meets the following conditions:
- The item is defective, damaged, or incorrect.
- The return request is made within 30 days of delivery.
- The item is unused and in the original packaging (if applicable).
⚠️ Note: Certain items may be non-returnable. Please check the product description before purchase.
Refund & Replacement Options
Lunera NY offers case-by-case resolution:
- Replacement: For defective, damaged, or incorrect items.
- Full Refund: If replacement is not possible or the issue cannot be resolved.
- Partial Refund: For cases where partial compensation is appropriate.
Customers will be informed of the resolution option before processing.
Return Shipping Instructions
- Customers should contact our support team first to initiate a return.
- Our team will provide the correct return address and instructions for your order.
- Customers are responsible for return shipping costs unless the item was received defective or incorrect.
- Use a traceable shipping service to ensure the package is delivered safely.
Lunera NY is not responsible for lost or delayed return shipments due to incorrect information provided by the customer.
Customs, Duties, & Import Charges
Some orders may be shipped from international fulfillment centers (China).
- Customers are responsible for any customs duties, import taxes, VAT, or additional government-imposed charges.
- Refunds will not include customs or government-imposed fees.
Lost or Delayed Returns
If a return shipment is lost or delayed, please contact us immediately at info@luneranystore.com or +1 5642127374.
We will work with the logistics provider to resolve the issue promptly.
Exceptions & Special Considerations
- High-Value Orders: For orders over USD $150, we recommend using a shipping option with insurance to protect against loss or damage.
- Non-Refundable Items: Some products may be non-refundable as clearly stated on the product page.
Refund Processing Time
Once a returned item is received and inspected:
- Refunds are generally processed within 5–10 business days.
- Refunds will be issued to the original payment method.
How to Request a Return or Refund
1. Contact our customer support at:
Email: info@luneranystore.com
Phone: +1 5642127374
2. Provide the following information:
Order number
Item(s) to be returned
Reason for return
3. Our support team will guide you through the return process, including the correct return address and instructions.
Business Information & Contact Details
Lunera NY.
Operating under The VISIONECOM LLC, registered in the USA.
Address:
1209 Mountain Road PL NE, STE R
Albuquerque, NM 87110, USA
Phone: +1 5642127374
Email: info@luneranystore.com
Have any questions? Feel free to reach out!
Phone & Live Chat Support Hours:
Monday – Friday: 9 AM – 5 PM