This Policy applies to purchases made through lunverogifts.com, including personalized, made-to-order, and in-stock products.

1. Order Cancellations

Cancellation requests must be submitted within 24 hours after payment confirmation and before the order is marked “Processing for shipment” in our fulfilment system, whichever occurs first.

Email info@lunverogifts.com with your order number to request cancellation. If we accept the cancellation before that deadline, we will issue a full refund to the original payment method. After the deadline, cancellation is not available and the return process below applies. This does not limit rights that cannot be excluded under applicable law.

2. 30-Day Return Request Window

You may request a return within 30 calendar days after delivery. This is the deadline for submitting your return request, not a promise that a refund will be completed within that period.

For a preference-based return, such as a change of mind or an unsuitable selection, the item must be unused, in the same condition in which you received it, and in its original packaging. Provide your order number or proof of purchase. All returns require prior authorization.

Personalized and made-to-order items are eligible for the same 30-day return request window and preference-based return conditions. There is no separate exclusion from preference-based returns solely because an item is personalized or made to order.

These preference-based return conditions do not restrict any rights or remedies for faulty, damaged, incorrect, incomplete, or materially misdescribed items that cannot be excluded under applicable law.

3. How to Request a Return

Before sending an item back, email info@lunverogifts.com with your order number, the item or items you wish to return, and the reason for your request. Include relevant photos or videos where available if an item is damaged, defective, incorrect, incomplete, materially different from its description, or does not match the agreed personalization details.

If your return is approved, we will provide the appropriate authorized return address and return instructions. Do not send an item to the manufacturer, to a registered office, or to another address without authorization. Returns sent without prior authorization may be delayed while we review them.

4. Return Shipping Costs and Restocking Fees

For preference-based returns, you are responsible for the return shipping cost. We do not charge a restocking fee.

For a verified merchant-caused error, including an incorrect, damaged, defective, incomplete, or materially misdescribed item or an error in the agreed personalization details, we will provide an appropriate replacement, refund, or return solution at no additional cost to you. No customer-paid return shipping charge applies to a verified merchant-caused error.

5. Refund Scope, Inspection, and Timing

Approved refunds cover the purchase price paid for the eligible returned item or items. Original outbound shipping charges are non-refundable unless the return results from our error or applicable law requires otherwise. Any refundable taxes will be handled in accordance with applicable law.

After an authorized return is received and inspected, we will notify you by email of the approval or rejection of your refund. Approved refunds are issued to the original payment method within 5 business days after receipt and inspection. Your bank, card issuer, PayPal, or other payment provider may need additional time to post the refund.

Business days exclude weekends and public holidays. If you have not received an expected refund, check with your payment provider and contact us with your order number so we can review the refund status.

6. Missing, Incorrect, Damaged, or Defective Items

If an item is missing from your order, incorrect, damaged, defective, materially different from its description, or does not match the agreed personalization details, contact info@lunverogifts.com promptly with your order number and relevant details. Include photos or videos where available.

After verification, we will provide an appropriate replacement or refund. You will not be asked to pay return shipping for a verified merchant-caused error. The preference-based return requirements do not remove any non-excludable rights or remedies.

7. Exchanges

To request an exchange, contact us within 30 calendar days after delivery. An exchange is available when the original item meets the applicable return conditions and replacement stock is available. Please obtain authorization before sending an item back.

If a return is not required because an item is missing, unsafe to ship, or otherwise unsuitable for return, we will explain the available resolution in writing. Exchanges remain subject to product availability.

8. Policy Versions and Contact

The policy and promises applicable when you placed your order will continue to apply to that order unless applicable law requires otherwise. A later policy update does not automatically reduce rights or benefits promised for an existing order.

For cancellation, return, exchange, or refund questions, email info@lunverogifts.com. Shipping charges and delivery estimates are explained in our Shipping Information.

Adslion media Limited

OFFICE 5, 8/F, MEGA CUBE, 8 WANG KWONG ROAD, KOWLOON BAY, KOWLOON, HONG KONG