Refund policy
Return & Refund Policy
At LUNARI, we have established the following Return, Exchange, and Refund Policy to ensure that our customers can purchase our products with confidence.
■ Returns and Exchanges
If there is a defect in the product, damage, or if you receive an item different from what you ordered, please contact us within 7 days after receiving the product.
When contacting us, please provide the following information:
・Order number
・Customer name
・Reason for requesting a return or exchange
・Photos showing the condition of the product
After reviewing the details, we will respond by providing a return, exchange, or refund as appropriate.
Please contact us in advance before requesting a return or exchange.
Products returned without prior notice may not be eligible for processing.
■ Cases Where Returns or Exchanges Cannot Be Accepted
Returns or exchanges cannot be accepted in the following cases:
・More than 8 days have passed since delivery
・Products that have been used
・Products damaged, scratched, or stained due to customer responsibility
・Products returned without prior contact
In addition, due to the characteristics of natural stone products, the following are generally not considered product defects:
・Differences in natural stone color
・Differences in patterns or markings
・Differences in transparency
・Natural inclusions or cracks
・Differences in shine or light reflection
・Differences in appearance compared with product images
Natural stones are natural materials, and each piece has its own unique characteristics.
Please enjoy each stone as an individual expression of nature.
■ Returns Due to Customer Preference
If you wish to return an item due to personal preference, please contact us within 7 days after receiving the product.
After confirming that the return conditions are met, we will accept the return if applicable.
For returns due to customer preference, return shipping costs shall be borne by the customer.
■ Refunds
After confirming the returned product and the reason for return, we will process the refund within approximately 5–10 business days.
The time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
Refunds will generally be issued to the original payment method used at the time of purchase.
■ Return Shipping Costs
In cases caused by our responsibility:
Examples:
- Product defects
- Damaged products
- Incorrect shipments
Return shipping costs will be covered by LUNARI.
In cases due to customer preference:
Return shipping costs shall be borne by the customer.
■ Return Address
If a return is required, please contact us in advance.
Return address:
Room 201, Unit 2, Building 5, District 1, Dashuifan Village, Choujiang Street, Yiwu City, Jinhua City, Zhejiang Province, China (Free Trade Zone)
※The return address is the same as the registered business address of the seller.
■ Order Cancellation
Cancellation requests are accepted only for orders that have not yet been shipped.
If you wish to cancel your order, please contact us as soon as possible.
Cancellations after shipment cannot be accepted.
■ Contact Us
For inquiries regarding returns and refunds, please contact:
Shop Name
LUNARI
Business Operator
Yiwu Jin Heng Trading Co., Ltd.
Representative
Ke Zhang
Phone Number
080-5077-1669
Email Address
support@lunari.jp
Business Hours
Monday–Friday, 10:00–17:00 (Japan Time)