Return & Refund Policy

1. Overview

At Lunevaluxe, we aim to provide high quality bags and accessories. Your satisfaction is important to us, and we have a clear and transparent returns and refunds process in place to comply with UK consumer rights.

This policy explains how you can return products, request refunds, and the timelines involved.

2. Eligibility for Returns

You may request a return if all of the following conditions are met:

  • The product was purchased directly from Lunevaluxe.
  • The product is returned within 30 calendar days from the date of delivery.
  • The product is in unused, resalable condition, with all original packaging, tags, and accessories included.
  • The product is not custom made or personalized, unless it arrived damaged or faulty.
  • Proof of purchase (order number or receipt) is provided.

If the return is requested due to customer related reasons (such as ordering the wrong item, wrong size, change of mind, or providing an incorrect address), the customer is responsible for arranging and paying for the return shipping. Lunevaluxe will not provide return labels in these cases.

We do not charge any restocking fee on returned items.

3. Faulty or Damaged Items

If your item is damaged, defective, or incorrect upon arrival:

  • Contact our customer support immediately via Live Chat, Email, or Phone.
  • Provide your order number, a description of the issue, and photos of the damage or defect.
  • We will investigate the issue and, where applicable, arrange a replacement or full refund.
  • Damaged or faulty items may need to be returned to us. We will provide prepaid return labels where required.

4. How to Return an Item

To initiate a return:

  • Contact our customer support team via Live Chat (preferred, 24/7), or Email / Phone during support hours.
  • Provide your order number and reason for return.
  • Follow the instructions provided by our support team, including packaging requirements and return address. Returns are accepted by mail only.
  • Ship the product securely to us. We recommend using a tracked delivery service to avoid loss during transit.

Important: Our registered business address is not a return address. Items returned without prior notification may not be accepted.

5. Refunds

Once we receive and inspect the returned item:

  • If the return is approved, we will process the refund within 7 business days.
  • Refunds will be issued to the original payment method used for purchase. You must provide your bank details to receive a refund.
  • Refunds may take additional time to appear on your account depending on your bank or payment provider.

We offer a full refund of the total purchase price for returned bags and accessories, provided the item was not faulty or sent in error by us. If the return is due to customer preference, incorrect selection, or any reason not related to a product defect or shipping error, no restocking fee will be charged. However, the cost of the return shipping will be the responsibility of the customer. Once the item is received and inspected, the full purchase amount will be refunded within 7 business days.

6. Cancellations

Orders can be cancelled before they are dispatched by contacting customer support.

Once an order has been dispatched, it must follow the return process above to receive a refund.

7. Address Changes

If you need to update your delivery address, please contact us immediately at: info@lunevaluxe.com

While we will make every reasonable effort to update your details, changes cannot be guaranteed once an order has been processed.

8. Exchange Policy

At this time, we do not offer direct exchanges.

To change an item, please return it for a refund and place a new order.

9. Contact Information

If you have questions about returns or refunds, please contact us:

Lunevaluxe_Luxuries

  • Phone: +44 7453 717244
  • Email: info@lunevaluxe.com
  • Address: 85 Dunstall Hill, Wolverhampton, England, WV6 0SR, United Kingdom

Customer Service Opening Hours:

  • Monday to Saturday: 9:00am – 5:00pm (UK time – GMT)
  • Sunday: Closed

Response time: Our team will respond to your requests within 24 hours during opening hours.