Returns & Refunds Policy

Last updated: September 5, 2025

This policy applies to eligible purchases made directly through the Lunerr online store.

Thirty-Day Request Period

An eligible return may be requested within 30 days after delivery.

All returns require written authorization before shipment. Products sent without authorization or to an unapproved address may be refused.

Returnable Condition

A product must be:

Unused and not installed.
Unmodified and not disassembled.
Free from scratches, cracks, stains, odors, moisture, burns, or other damage.
Complete with the original adapter, cable, bulb, remote, stand, hardware, instructions, inserts, and accessories where applicable.
Returned with its original labels and packaging.
Accompanied by proof of purchase.

Opening the package for reasonable inspection does not automatically make a product ineligible, provided it remains in returnable condition.

Products We Cannot Accept

Unless required by applicable law, returns are not accepted for:

Products showing signs of use, installation, modification, or disassembly.
Products damaged by incorrect voltage, incompatible adapters, unsuitable bulbs, misuse, moisture, impact, overheating, or improper cleaning.
Missing components, accessories, instructions, or original packaging.
Personalized or made-to-order products.
Final-sale items and gift cards.
Free promotional products.
Products contaminated by smoke, liquids, chemicals, fragrance, or other residue.

Transit Damage or Incorrect Products

Contact service@lunerr.com within 7 days if the product arrives damaged, incomplete, defective, or different from the item ordered.

Include:

Your order number.
A description of the problem.
A photograph of the complete product.
Close-up photographs of the affected area.
Photographs of the packaging and shipping label.
A short video if the issue concerns lighting, controls, or power.

Do not connect a visibly damaged or wet product to power. Do not discard, repair, modify, or return the item before receiving instructions.

How to Request a Return

Email service@lunerr.com with your order number and reason for return.
Wait for written authorization.
Repack the complete product using its protective inserts.
Follow the supplied return-address and shipping instructions.
Keep the shipping receipt and tracking information.

Cash-on-delivery packages and unauthorized returns may be rejected.

Return Shipping

Customers are responsible for return shipping costs unless the return results from a verified error by Lunerr, such as an incorrect or defective product.

Original delivery charges are nonrefundable unless required by law or the return is caused by our verified error.

Inspection

Authorized returns are inspected after arrival.

Where permitted by law, a refund may be reduced or declined if the product:

Shows use or installation.
Is damaged or incomplete.
Has been modified or disassembled.
Was returned without adequate protective packaging.
Does not otherwise meet this policy.

We will notify you after completing the review.

Refund Timing

Approved refunds are issued to the original payment method.

Allow approximately 5–10 business days after issuance for the bank or payment provider to post the funds.

Exchanges

We do not currently offer direct exchanges.

To choose another design or product, return the eligible original item and place a separate order.

Cancellation Requests

Email service@lunerr.com within 24 hours of purchase to request cancellation.

Cancellation cannot be guaranteed. If the order has already entered fulfillment or shipment, the return procedure applies after delivery.

Return Location

The registered company address is not automatically the return destination.

Obtain the approved return address before sending any package.

Consumer Rights

Nothing in this policy excludes or limits statutory rights that cannot lawfully be restricted.

Return Address

HONGKONG YIXINYUAN TECHNOLOGY CO LIMITED

Address：
FLAT A516 5/F
EFFICIENCY HOUSE
35 TAI YAU STREET SAN PO KONG
KL HK

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