Refund policy
We want you to be completely satisfied with your purchase. If you change your mind, you have 30 days from the date you receive your order to request a return.
Returns
To be eligible for a return:
- The item must be unused and in the same condition you received it.
- The item must be returned in its original packaging.
- Proof of purchase or your order confirmation is required.
To request a return, please contact us at info@lunoair.co.uk.
Once your return request has been approved, we will provide instructions on how and where to send your item.
Customers are responsible for the cost of returning unwanted items. We recommend using a tracked delivery service, as LunoAir cannot accept responsibility for items lost or damaged during return transit.
Returns sent without first contacting us and receiving return instructions may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, or you receive the wrong product, please contact us within 48 hours of delivery at info@lunoair.co.uk, including your order number and photographs where possible.
Where a product is confirmed to be faulty, damaged, or supplied incorrectly, LunoAir will arrange an appropriate remedy, which may include a replacement, repair or full refund in accordance with your statutory consumer rights. In these cases, LunoAir will cover the reasonable cost of return postage.
Exchanges
We do not offer direct exchanges.
If you would like a different product, please return your original item following the returns process and place a new order once your return has been approved.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
Purchases Through The Range Marketplace
If you purchased your LunoAir product through The Range Marketplace, you must first submit your return request through your The Range Marketplace account.
Once your return has been authorised, return instructions will be provided.
Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for the cost of returning products purchased through The Range Marketplace.
Your statutory consumer rights are not affected by this policy.
Contact Us
If you have any questions about returns or refunds, please contact us:
Email: info@lunoair.co.uk