Refund policy
This Return and Refund Policy applies exclusively to all orders made within Australia.
30-Day Easy Returns
At Lunezzo, we want you to feel confident when shopping with us. If something isn’t quite right, we’re here to make the return process simple and transparent.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Policy Overview
Return Window: 30 days from delivery.
Restocking Fee: None
Return Shipping Cost:
- Customer responsibility for change of mind
- Free for faulty or incorrect items
Refund Processing Time: Up to 14 business days
Return Method: By mail
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible at support@lunezzo.com. Please ensure your request is made before your order has been processed or dispatched. Once an order has been fulfilled or shipped, it cannot be cancelled and must be processed as a standard return.
Return Eligibility (Non-Faulty Items / Change of Mind)
If you change your mind, ordered the wrong size, or the product simply isn’t what you expected, you may request a return within 30 days of delivery. To be eligible for a return:
- The item must be unused, unworn, unwashed, and unaltered.
- All original tags must remain attached.
- The item must be returned in its original packaging.
- Proof of purchase is required.
Note: Return shipping for non-faulty items is the responsibility of the customer.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us within 30 days of delivery
Please include:
- Your order number
- Clear photos of the issue
After review, we will provide a suitable resolution, which may include:
- A replacement product
- A full refund
Where applicable, return shipping costs for faulty items are covered by Lunezzo.
How to Return a Non-Faulty Item
- Contact us at support@lunezzo.com to initiate your return.
- We will provide detailed return instructions and the correct return shipping address.
- All returns are handled by mail. Send the item back via your local post or carrier. We recommend using a tracked service, as we cannot guarantee receipt of untracked returns.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed and applied to your original payment method within 14 business days.
Late or Missing Refunds
If your refund has not arrived after 14 days:
- Check your bank account again.
- Contact your bank or payment provider — processing times may vary.
- If you still have not received your refund, contact us at support@lunezzo.com.
Exchanges
We do not offer direct exchanges. If you need a different size or item, the fastest method is to return your original product for a refund and place a new order.
Your Consumer Rights
This policy operates in addition to your rights under the Australian Consumer Law.
Contact Information
Store name: Lunezzo
Address: 453 Flinders Ln, Melbourne VIC 3000, Australia
Contact form: click here
E-Mail: support@lunezzo.com
Phone number: +61480008156
We aim to respond to your inquiries within 24 hours.
Customer Service Hours:
Monday to Friday: 9am - 6pm (AEST)
Saturday and Sunday: Closed