Refund policy
Last Updated: August 8, 2026
At Lunorei we want you to be genuinely happy with what arrives. If something is not right, returning it is simple and there is a real person on the other end of your email.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@lunorei.com with your order number. After that window we cannot guarantee cancellation, as your order may already be in processing. Once an order has been dispatched it can no longer be cancelled, but you are welcome to return it after delivery under the terms below.
30 Day Easy Returns
You have 30 days from the day your order arrives to start a return. To be eligible, items must be:
- Unused / new
- In their original condition
- Returned with the original packaging, tags, and accessories
Our support team will walk you through the process. Restocking fee: $0. We do not charge restocking fees.
Return Policy Overview
- Return Window: 30 days from the day your order arrives
- Condition: unused / new and in original condition with all packaging, tags, and accessories
- Easy Returns: our support team guides you through it
- Restocking Fee: none
Return Costs
Defective or Non-Defective products: If an item arrives damaged by the carrier, defective in any way, or is simply not what you ordered, the return process costs you nothing. We will provide you with a prepaid return shipping label via email.
Change of Mind: If you ordered the wrong item, it does not fit, or you no longer want it, you are responsible for purchasing and providing your own return shipping label from your preferred carrier.
Original shipping costs are not refundable.
How to Return an Item
- Contact us. Email info@lunorei.com with your order number and the reason for the return.
- Pack your item. Repack it securely in its original packaging with all accessories, tags, and documents included.
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Send it back. Ship the return using the instructions in your return authorization email:
- For defective items: Attach the pre-paid label we emailed to you and drop it off at the designated carrier.
- For change of mind returns: Purchase a return shipping label from a carrier of your choice (we highly recommend using a trackable shipping service), attach it to your package, and mail it to our store address listed at the bottom of this page.
Refund Process
- Inspection: once your return reaches us we inspect the item against the criteria above.
- Refund timing: after approval, allow up to 7 business days for the refund to be initiated to your original payment method. Your bank or payment provider may add a little time on top.
Exchanges
We accept exchanges. If you would like a different size, colour, or product, email info@lunorei.com and we will arrange a quick swap.
Order Not Delivered
If your order has not arrived within the expected delivery window, email info@lunorei.com with your order number. We will open an investigation with the carrier. If the package is confirmed lost we will issue a full refund to your original payment method or send a replacement at no cost to you.
Non-Returnable Items
- Items explicitly marked as "Final Sale" or "Clearance" on their product page at the time of purchase.
- Custom-made, personalized, or modified items built to explicit customer dimensions or configurations.
- Lightbulbs, LED strip components, or consumable hardware accessories once their original factory packaging has been opened or unsealed.
Changes to This Policy
We may update this Return and Refund Policy at any time. Any changes appear on this page with a revised Last Updated date. Please review it periodically. Continuing to use our website after a change means you accept the updated policy.
Questions?
Visit our FAQ page or contact our customer service team and we will help.
Contact Information
Store Address: 665 Landmark Cove, Calabash North Carolina 28467, United States
Store Email: info@lunorei.com
Store Phone: +19105935312
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST)
We do our best to reply to your e-mail within 1–2 business days.