Home Refund & Exchange Policy
Refund & Exchange Policy
Lunya offers two different paths: refund or exchange for an unopened product, and the Golden Guarantee for an opened, used product. Choose the path that matches your product's condition.
Unopened, unused product
Within 7 days of receipt
Opened, used product
After at least 14 days of use, within 30 days of receipt
| Refund & exchange | Golden Guarantee | |
|---|---|---|
| Product condition | Unopened and unused | Opened and used |
| Time frame | Within 7 days of receipt | After at least 14 days of use, and within 30 days of receipt |
| Reason | Any reason | The product did not suit you, or you saw no result |
| Returning the product | Yes, and return shipping is paid by the customer | No, a photo of the box is enough |
| Amount refunded | The product value | The full price of the opened product, excluding delivery fees |
Refund & exchange (unopened product)
Time frame
7 days from the date you receive your order. Please note: the 30-day period is not the refund period, it is the Golden Guarantee period.
Conditions
- The product is in its original condition: unused, unopened and undamaged.
- The invoice number or proof of purchase is provided.
Not accepted
- Opened or used products, for health and safety reasons.
- Products past 7 days from receipt.
- Products stored improperly after receipt.
How to request
- Email us at info@lunyaom.com.
- Send the order or invoice number, the reason for the return, and photos of the product.
- Once your request is approved, one of our approved shipping companies will contact you to collect the product from you.
- After we receive the product and check its condition, we exchange it for a new one or refund the amount.
Return shipping
Return shipping costs are paid by the customer, unless the error was on our side.
Golden Guarantee (opened, used product)
If you tried the product and it did not suit you, or you saw no result, we refund the full amount of the product. Delivery fees are not refunded.
What it covers
All Lunya products, for the opened product only. Unopened products in the same order follow the refund policy (7 days).
Time frame
Use the product for at least 14 days before requesting the guarantee (about 6 uses at 3 times a week), and request it within 30 days of receipt.
Conditions
- On your first order only.
- Once per customer.
- A photo of the box is enough; we do not ask you to return the opened product.
How to request
- Email info@lunyaom.com.
- Send a photo of the box.
- Tell us the reason: it did not suit you, or you saw no result.
Product allergy (a special case within the guarantee)
Stop using the product immediately, and if the symptoms continue or are severe, see a doctor.
What you get
- A full refund of the opened product amount, excluding delivery fees.
- On any order, not only the first.
- Once per customer.
- No minimum period of use.
- Within 30 days of receipt.
- We do not ask for a medical report.
How to request
- Email info@lunyaom.com.
- Send a photo of the box.
- Tell us that the reason is an allergy.
Damaged product or wrong order
- We cover the full shipping costs.
- You choose between exchanging the product or a full refund, with no additional fees.
How to report
Email info@lunyaom.com with the order or invoice number and photos of the product.
Refunds
Time frame
Within 1 to 7 business days (for returns: after we receive the returned product and check its condition).
Method
The same payment method used originally. Online store orders through the Amwal Pay gateway, and WhatsApp or Instagram orders by bank transfer.
Not refunded
- Return shipping costs, unless the error was on our side.
- Delivery fees in the case of the Golden Guarantee.
Frequently asked questions
I opened the product and it did not suit me. Can I return it?
Opened products are not covered by the refund policy, but they are covered by the Golden Guarantee: after at least 14 days of use and within 30 days of receipt, on your first order, we refund the full product amount with just a photo of the box.
Is the refund period 7 days or 30 days?
Refund or exchange of an unopened product is within 7 days of receipt. The 30 days are the Golden Guarantee period for an opened, used product.
Who pays the return shipping?
For a refund or exchange, the customer pays the return shipping, unless the error was on our side. For the Golden Guarantee there is no return at all; a photo of the box is enough.
Are delivery fees refunded?
Not in the Golden Guarantee. For a damaged product or a wrong order, we cover the full shipping costs.
Contact us (official channel)
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Email
info@lunyaom.com