Cancellation, Return and Delivery Terms

CANCELLATION & REFUND POLICY

At LunivaLove, we aim to provide the highest level of customer satisfaction. Below you will find all the details regarding order cancellation, return, and exchange processes.

1. Order Cancellation

If your order is damaged during shipping, it can be canceled with a courier damage report. Returns of products without a damage report will not be accepted.

• For orders that are in the preparation stage, you can create a request by sending an email to lunivalove@gmail.com .
• Refunds for cancelled orders will be processed via the same payment method used within 3-5 business days .

2. Return Conditions

Returns sent without a return shipping code from our company will not be accepted.

Return Conditions

• The product must be unused, in its original packaging, and with labels.
• The gift wrapping and all accessories must be complete.
• Personalized products are non-returnable.

Return Process

• Send a return request to lunivalove@gmail.com with your order number.
• Return confirmation and shipping information will be sent via email.
• Once the product arrives at our warehouse and is inspected, your return will be approved.
• The refund will be credited back to your payment method within 3-7 business days.

3. Terms and Conditions for Change

You can submit your exchange requests within 7 days .

Situations Where Changes Can Be Made

• Color/model change (subject to stock availability)
• Faulty or defective product
• Wrong product sent

The Change Process

• The product is checked and the stock status is verified.
• If the item is in stock, a replacement will be shipped; otherwise, the return process will be initiated.
• Return shipping costs are covered by LunivaLove.

4. Delivery of Incorrect or Incomplete Products

If the package is damaged, it is recommended to have a damage report drawn up with the delivery person before accepting it.

Missing, incorrect, or damaged items must be reported within 24 hours to lunivalove@gmail.com along with a photograph.

5. Returns on Personalized Products

Returns or cancellations are not accepted for the following products:

• Products with name/letter/date printing.
• Gift boxes with personalized notes
• Gift sets specially prepared according to customer request.
• Products featuring personalized monograms or prints.

6. Refund Process

• Refunds will be processed using the same method you used for payment (credit card, bank transfer, cash on delivery).
• Credit card refunds will be credited to your account within 3-10 business days, depending on your bank.
• Bank transaction times are not under LunivaLove's control.
• Cash on delivery refunds will be processed to the provided IBAN within 3-5 business days.

7. Communication

Effective Date: December 2, 2025