Refund policy

Return & Refund Policy

At LunaMart, we strive to deliver quality products. Please read this policy carefully before placing an order, as it governs all returns, refunds, and replacements.

1) Return Window

  • Customers may request a return within 3 days of delivery.
  • Requests raised after 3 days from delivery will not be accepted under any circumstances.

2) Eligibility for Return

A return will be accepted only if all the following conditions are met:

  • Item is unused, unworn, and in original condition.
  • Item is returned with original packaging, tags, accessories, manuals, and invoice.
  • A continuous unboxing video is available from the moment the sealed package is opened until the product is fully visible.

  • The unboxing video is mandatory for any claim related to damage, missing items, or wrong product received.

3) Valid Reasons for Return

  • Returns are accepted only for:
  • Product damaged during shipping
  • Wrong item delivered
  • Missing items in the package
  • Returns will NOT be accepted for:
  • Change of mind
  • Minor color/finish variation due to lighting or screen differences

4) Free Return (Damage/Wrong Item Cases)

  • A free return pickup will be arranged only if:
  • The customer provides a valid unboxing video clearly showing the issue.
  • The issue is verified and approved by our support team.
  • If the claim is approved, no return charges will be deducted.

5) Return Charges (All Other Approved Returns)

  • If a return is approved for any reason other than shipping damage/wrong item:
  • A return handling fee of ₹[80–150] will be deducted from the refund amount.
  • This covers reverse pickup, inspection, and logistics handling.

6) Non-Returnable Items

  • The following categories are non-returnable:
  • Personal care / hygiene products
  • Perishable items
  • Gift cards
  • Software/downloadable products
  • Items marked as Final Sale or Non-returnable on the product page

7) Return Process

  1. Email us at help@lunamart.in within 3 days of delivery.
  2. Share:
            Order ID
            Clear photos of the product
            Mandatory unboxing video (for damage/wrong item claims)
  3. Our team will review and approve/reject the request within 48 hours.
  4. If approved, reverse pickup instructions will be shared.

8) Inspection & Approval

  • Returned items go through a quality inspection.
  • If the item is found used, damaged by customer, or without original packaging, refund will be rejected and the item will be shipped back at customer cost.

9) Refund Process

  • Refund is processed only after successful inspection.
  • Refund will be issued to the original payment method.
  • It may take 7–10 business days to reflect after processing.
  • Shipping charges paid at the time of order are non-refundable.

10) Sale / Discounted Items

  • Items purchased during sale, offer, or with discount codes are not eligible for refund unless damaged or wrong item delivered.

11) Cancellation Policy

  • Orders can be cancelled only before dispatch.
  • Once shipped, cancellation is not possible and standard return policy applies.

12) Our Rights

  • LunaMart reserves the right to refuse returns if:
  • The request is outside the return window.
  • Required proof (video/photos) is not provided.
  • The product is returned in used or altered condition.