Our Commitment
Customer satisfaction is our priority. If you’re not completely satisfied with your purchase, we accept returns under the conditions outlined below.
Return Eligibility
Eligible Returns:
- Items returned within 14 days of delivery
- Items in unused, unworn condition
- Items in original packaging with all tags attached
- Items in resalable condition (clean, no odors, no damage)
Non-Eligible Returns:
- Custom or personalized items
- Items marked as “Final Sale”
- Items worn, washed, or damaged by customer
- Items returned after 14-day window
- Items without proof of purchase
How to Initiate a Return
Step 1: Contact us within 14 days of delivery at returns@lunocci.com with:
- Your order number
- Item(s) you wish to return
- Reason for return
- Photos of the item (if defective or damaged)
Step 2: Await return authorization and instructions via email
Step 3: Pack the item securely in original packaging
Step 4: Ship the item to the provided return address
Step 5: Provide tracking information
Return Shipping
Standard Returns (change of mind, wrong size, etc.):
- Customer is responsible for return shipping costs
- We recommend using a trackable shipping method
- We are not responsible for items lost in return transit
Defective or Incorrect Items:
- We cover return shipping costs
- Contact us for a prepaid return label
Refund Process
Inspection: Returns are inspected within 3-5 business days of receipt
Refund Approval: If approved, refunds are processed within 5-7 business days to your PayPal account or original payment method
Refund Timeline:
- PayPal: 3-5 business days (funds appear in your PayPal account)
- If you paid via PayPal using a linked card or bank account, timing may vary based on your financial institution
Refund Amount:
- Full product price (if return eligible)
- Original shipping costs are non-refundable (unless we made an error)
- Return shipping costs are not refunded (unless item is defective)
Partial Refunds: May be issued for items not in original condition or missing components
Exchanges
We currently do not offer direct exchanges. To exchange an item:
- Return the original item for a refund
- Place a new order for the desired item
Defective or Damaged Items
If you receive a defective or damaged item:
Within 48 Hours of Delivery:
- Contact support@lunocci.com immediately
- Provide photos of the defect/damage
- Include your order number
We Will Provide:
- Free return shipping label
- Full refund OR replacement (your choice)
- Expedited processing
- Refund via PayPal within 3-5 business days
Wrong Item Received
If we shipped the wrong item:
- Contact us immediately at support@lunocci.com
- Do not return without authorization
- We will arrange free return pickup
- Correct item will be shipped at no cost
Late or Missing Refunds
If you haven’t received your refund:
- Check your PayPal account balance and transaction history
- Contact PayPal customer service if payment was made via PayPal
- Allow 3-5 business days for PayPal refunds to process
- If still not received, contact us at returns@lunocci.com
Non-Returnable Items
The following are final sale and cannot be returned:
- Custom-made or personalized items
- Items specified as “Final Sale” or “Non-Returnable”
- Sale items (unless defective)
- Gift cards
Cancelled Orders
Before Shipment:
- Full refund processed within 3-5 business days via PayPal
After Shipment:
- Follow standard return process upon delivery
Contact for Returns
Email: returns@lunocci.com
Phone: +86 195 7494 9539
Business Hours: Monday-Friday, 9:00 AM – 6:00 PM (GMT+8)
Return Address (will be provided after authorization):
ProLuxury Limited – Lunocci Returns
Unit 903D, 9/F., Cameron Commercial Centre
458-468 Hennessy Road, Causeway Bay
Hong Kong