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 you receive a defective product, a damaged item, or an item different from your order, please contact us within 7 days of receiving your order.

When contacting us, please provide the following information:

  • Order number
  • Name
  • Reason for requesting a return or exchange
  • Photos showing the condition of the product

After reviewing the details, we will provide support through a return, exchange, or refund as appropriate.

If you wish to return or exchange an item, please contact us in advance.

Items returned without prior contact may not be accepted.

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
  • The product has been used
  • The product has been damaged, scratched, or stained due to the customer’s responsibility
  • The product was returned without prior notice

In addition, due to the characteristics of natural stone products, the following are generally not considered product defects:

  • Differences in natural stone colors
  • Differences in patterns and designs
  • Differences in transparency
  • Natural inclusions or cracks
  • Differences in sparkle and appearance
  • Differences between the actual product and the images shown on the website

Natural stones are natural materials, and each piece has its own unique appearance.

Please enjoy these individual characteristics as part of the beauty of natural stones.

Returns Due to Customer Preference

If you wish to return an item due to personal preference, please contact us in advance within 7 days of receiving your order.

After confirming the return conditions, we will accept the return only if it meets our requirements.

For returns due to customer preference, the return shipping cost will be the responsibility of the customer.

Refunds

After we confirm 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

For cases caused by our responsibility, such as defective products, damage, or incorrect deliveries:

→ Return shipping costs will be covered by LUNARI.

For returns due to customer preference:

→ Return shipping costs will be the responsibility of 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 (Zhejiang) Free Trade Zone

※ The return address is the same as the seller’s registered address.

Order Cancellation

Cancellations 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 cannot be accepted after the order has been shipped.

Contact Information

Shop Name
LUNARI

Phone Number
050-6863-8561

Email Address
support@lunari.jp

Business Hours
Weekdays 10:00–17:00 (Japan Time)