Refund policy


This policy applies to all purchases made on lunerive.com. By placing an order, you agree to the terms below.

Returns Window

You may request a return within 30 days of receiving your order.

This policy is offered in addition to (and does not limit) your statutory rights as a UK consumer. Under the UK Consumer Contracts Regulations 2013, you have a minimum legal right to cancel your order within 14 days of receiving your goods, without giving a reason. Our 30-day window exceeds this minimum and is offered in addition to your statutory rights.

Item Condition

To qualify for a return, items must meet all of the following conditions:

  • Unworn, unused, and in the same condition as received
  • All original packaging, tags, and accessories included
  • No signs of wear, washing, damage, odours, staining, or alteration
  • Hygiene seal/liner intact and unremoved (for underwear, lingerie, and swimwear)

We reserve the right to decline returns that do not meet these requirements.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us straight away at support@lunerive.com. Please include:

  • Your order number
  • Clear photos of the issue

We'll review your request and provide return instructions. Once we receive the item back and confirm the issue, we'll either send a replacement at no extra cost or process a full refund, including any delivery costs, in line with the UK Consumer Rights Act 2015.

How to Start a Return

  1. Email support@lunerive.com with your order number and reason for return within 30 days of receiving your order.
  2. As part of the review, we may ask for clear photos showing the item unworn, with tags and hygiene seals (where applicable) still attached.
  3. Once approved, we'll send you return instructions and the return address by email.

Important: please do not send items back without an approved return request. Unauthorised returns may be refused or delayed.

Return Postage Costs

You are responsible for arranging and paying for return postage on change-of-mind returns.

We recommend using a tracked shipping service, as we are not liable for return parcels lost or damaged in transit.

If you're unsure about sizing, contact us at support@lunerive.com before ordering and we'll help you choose the right size.

For damaged, defective, or incorrect items confirmed by us, we will cover reasonable return postage costs.

Refunds

Once your return is received and inspected, we'll confirm the outcome by email. If approved, a refund will be issued to your original payment method within 7 working days.

Refunds include:

  • The full item price

We do not charge restocking fees. Processing times may vary depending on your bank or payment provider.

Exchanges

We do not offer direct exchanges. If you need a different item, return your original order (if eligible) and place a new order.

Order Cancellations

Orders may only be cancelled free of charge if they have not yet been processed or dispatched. To request a cancellation, contact us immediately at support@lunerive.com with your order number.

If your order has already been dispatched, you may return it after delivery by following the return steps outlined above.

Non-Returnable Items

We do not accept returns of:

  • Items marked as final sale at the time of purchase
  • Items that do not meet the condition requirements above
  • Intimate items (underwear, lingerie, swimwear) where the hygiene seal has been removed, or items that have been worn, washed, or tried on in a way that leaves marks or signs of use

If you are unsure whether an item is eligible, contact us at support@lunerive.com before requesting a return.

Your 14-day statutory right to cancel

As a UK consumer, you have a legal right to cancel your order within 14 days of receiving your goods, without giving a reason. This is in addition to, and already covered by, our 30-day returns policy above.

  • The 14 days run from the day you receive the goods. You may also cancel any time before delivery.
  • To cancel, email support@lunerive.com with your name and order number.
  • After cancelling, send the goods back within 14 days. Return postage is your responsibility, as outlined above.
  • Once we receive your returned item and check its condition, we refund you within 7 working days.
  • Your refund covers the item price. If you paid a delivery charge and return your entire order, we refund that too.
  • Items must come back in resaleable condition. If an item is returned used, washed, damaged, or with the hygiene seal broken so that it can no longer be resold, we may deduct an amount reflecting that loss, up to the full price.

Changes to This Policy

This policy may be updated from time to time. Any changes will be posted on this page and take effect upon publication.

Questions?

Email: support@lunerive.com

Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Phone Number : +44 7882 7333 68