Return and Refund Policy

1. Purpose and Scope

Lunavellearte is committed to providing decorative items that correspond with their descriptions and arrive in satisfactory condition. This Return and Refund Policy explains the circumstances in which customers may request a return, exchange, or refund for products purchased from Lunavellearte and delivered within Hong Kong.

This policy applies to purchases completed through our Cash on Delivery model and should be read together with our Terms and Conditions and Privacy Policy.

2. Thirty Day Return Period

Lunavellearte provides a 30 day return period beginning on the date the customer receives the product.

Under our voluntary return policy, a return may be requested only when:

• The product was delivered damaged; or

• The customer received an incorrect product.

Customers should inspect their order after delivery and notify Lunavellearte within the applicable 30 day period if either issue applies.

Nothing in this policy limits statutory rights or solutions that cannot legally be excluded under Hong Kong law.

3. Change of Mind Returns

Lunavellearte does not accept returns solely because a customer changes their mind, no longer wants the product, prefers another item, or decides that the product does not suit their personal preferences.

This change of mind restriction applies only to our voluntary return policy. It does not exclude resolutions that may be available when goods fail to comply with requirements imposed by applicable Hong Kong law.

4. Requesting a Return

To request a return, customers should contact Lunavellearte at aesthetics@lunavellearte.com within 30 days after delivery.

Customers should provide their order details, contact information, and a description of the problem. We may reasonably request photographs or other information showing the reported damage or incorrect product to assist with reviewing and arranging the request.

Providing requested information helps us process returns efficiently and does not remove mandatory statutory rights.

5. Free Doorstep Collection

When a return qualifies under this policy, Lunavellearte will arrange collection of the relevant product from the customer's doorstep.

Customers will not be charged a return collection fee for an eligible damaged or incorrect product. Lunavellearte also does not charge any restocking fee for returns accepted under this policy.

Customers should make the relevant product reasonably available for collection according to the arrangements communicated by Lunavellearte.

6. Product Inspection

Lunavellearte will inspect the returned product within 24 hours after the returned product is collected.

The inspection allows us to confirm whether the product was damaged when delivered or whether an incorrect product was supplied. Customers may be contacted if additional information is reasonably required to complete the assessment.

An inspection decision under our voluntary policy does not override any statutory consumer right or solution available under applicable law.

7. Exchange for Eligible Products

If our inspection confirms that the product delivered was damaged or incorrect, Lunavellearte will approve an exchange where the appropriate replacement product is available in stock.

The replacement will correspond with the product that the customer originally ordered, subject to availability.

Customers will not be charged a restocking or collection fee in connection with an accepted return under this policy.

8. Refund When Replacement Is Unavailable

If a damaged or incorrect product qualifies for a return but the appropriate replacement is out of stock, Lunavellearte will approve a refund.

Once the inspection is completed and the refund is accepted, Lunavellearte will initiate the refund through bank transfer. Customers must provide accurate bank account information reasonably necessary to complete the transfer.

After the bank transfer is initiated, the funds may take up to 7 business days to appear in the customer's account, depending on the customer's banking provider.

Actual posting times may vary depending on the customer's banking provider. For purposes of this policy, business days exclude Saturdays, Sundays, and Hong Kong public holidays.

9. Incorrect Products

A product is considered incorrect for purposes of this voluntary policy when the item delivered does not correspond with the product ordered by the customer.

Customers receiving an incorrect product should avoid unnecessary use and contact Lunavellearte promptly within the 30 day return period.

Once the returned product is collected and the issue is validated during inspection, the same exchange and refund procedures described above will apply.

10. Damaged Products

Customers who receive a damaged product should notify Lunavellearte within the applicable return period and provide reasonable details concerning the damage.

Lunavellearte may request photographs to facilitate assessment and collection arrangements. Following doorstep collection, Lunavellearte will inspect the returned product within 24 hours after it is collected. Eligible damage will result in an exchange where stock is available or a refund where the appropriate replacement is unavailable.

11. Hong Kong Consumer Rights

This policy operates subject to applicable Hong Kong legislation, including the Sale of Goods Ordinance (Cap. 26), Trade Descriptions Ordinance (Cap. 362), Control of Exemption Clauses Ordinance (Cap. 71), and Unconscionable Contracts Ordinance (Cap. 458).

Where applicable, statutory requirements concerning goods supplied by description, product quality, misleading representations, unfair trade practices, contractual exclusions, and consumer resolutions continue to apply.

Nothing in this policy is intended to exclude, restrict, or replace any right, liability, or resolution that cannot lawfully be excluded or restricted.

12. Fair and Transparent Application

Lunavellearte applies this policy consistently and transparently. Product descriptions, return eligibility, inspection procedures, exchange availability, refund methods, and relevant time-frames are presented to help customers make informed purchasing decisions.

Any promotional statement relating to returns or refunds remains subject to this published policy and applicable law.

13. Contact Lunavellearte

For return requests, refund inquiries, exchange questions, or concerns regarding a damaged or incorrect product, contact Lunavellearte at aesthetics@lunavellearte.com.

Customers should include sufficient order information to help us identify the purchase and respond efficiently.

Lunavellearte will review eligible requests according to this policy and applicable Hong Kong requirements while respecting consumer rights that cannot legally be excluded.