Refund policy

Return and Refund Policy

Last updated: 14 September 2026

At Lunvex, we want you to be happy with your purchase. If you are not completely satisfied with your order, you may be able to return it in accordance with this policy and applicable UK consumer law.

1. Returns

You can request a return within 14 days of receiving your order if you change your mind.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item should be returned with its original packaging and accessories where possible.

  • You must provide your order number and proof of purchase.

  • Some items may not be eligible for return where an exception applies under UK law.

2. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the damage or fault, if applicable

We will review the issue and, where appropriate, offer a replacement, repair, refund, or another remedy in accordance with your legal rights.

3. Change of Mind

If you simply change your mind about a purchase, you may have a 14-day cancellation period under UK consumer law.

After notifying us of your cancellation, the goods should normally be returned within 14 days.

Unless the item is faulty, damaged, incorrect, or otherwise covered by a legal remedy, you may be responsible for the reasonable cost of returning an unwanted item.

4. Refunds

Once we receive and inspect your returned item, we will process your refund where applicable.

Refunds will normally be made using the original payment method.

Where required by UK law, refunds will be issued within the applicable legal timeframe. The time it takes for the money to appear in your account may also depend on your bank or payment provider.

5. Original Delivery Charges

Where you exercise your statutory right to cancel an order, we will refund the standard delivery charge where required by law.

If you selected a more expensive delivery service than our standard delivery option, the additional cost may not be refundable.

6. Items That Cannot Be Returned

Certain products may not be returnable where permitted by law, including items that:

  • Are personalised or made specifically for you

  • Are sealed goods that are not suitable for return for health or hygiene reasons once unsealed

  • Have been used, damaged, or altered after delivery

  • Cannot reasonably be returned due to their nature

This does not affect your legal rights regarding faulty or misdescribed goods.

7. How to Request a Return

To request a return or refund, please contact our customer support team with your order number and details of your request.

Email: [Your Support Email]

Please do not send a return to the sender's address shown on the parcel unless our support team has instructed you to do so.

8. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer protection law. If a product is faulty, not as described, or does not meet the requirements of applicable law, you may have additional rights and remedies.

Contact Us

If you have any questions about returns or refunds, please contact us:

Store: Lunvex
Country: United Kingdom