Lunstra Ltd – Refund and Returns Policy
At Lunstra Ltd, your satisfaction is our top priority. We stand behind the quality of our products and want to ensure a smooth and trustworthy shopping experience. This Refund and Returns Policy explains your rights under UK consumer law and how we handle returns, refunds, and exchanges.
✨ Overview
We offer a 30-day return window for most items, beginning the day you receive your order. If you’re not satisfied with your purchase for any reason, we’ll do our best to resolve the issue quickly and fairly.
📅 Return Eligibility
To be eligible for a return:
Your item must be unused, unworn, and in the same condition you received it.
Items must be returned in their original packaging, including all accessories, manuals, and tags.
You must provide a valid proof of purchase (e.g. order number or receipt).
We reserve the right to deny a return if the product has been used, damaged after delivery, or if components are missing.
Non-returnable items include:
Perishable goods (e.g., pet food)
Gift cards
Downloadable digital products
Personalized or custom-made items (unless faulty)
Clearance and final sale items (clearly marked on the product page)
🌎 How to Request a Return
Contact our support team via email at [email protected] within 30 days of receiving your item.
Provide your order number, product name, reason for return, and relevant photos (if applicable).
Our team will respond within 24–48 hours with instructions and a return address.
Once authorized, package the item securely and send it back using a trackable shipping service.
Note: Items returned without prior approval will not be accepted.
🚨 Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or wrong item:
Contact us immediately at [email protected] with clear photos of the issue and your order number.
We will arrange a free replacement or issue a full refund (including shipping costs).
For faulty products covered under warranty (24-month coverage), please follow our warranty claim process. We will guide you through assessment and repair or replacement if applicable.
💲 Refund Process
Once your return is received and inspected, we will notify you via email. If approved:
A refund will be issued to your original payment method within 5–10 business days.
You will receive a confirmation email once the refund is processed.
If the refund is delayed:
First, check your bank account again.
Then, contact your credit card provider or bank.
If the issue persists, email us at [email protected].
↺ Exchanges
We only replace items if they are defective, damaged, or the wrong product was sent. To request an exchange:
Email us with your order number, details of the issue, and preferred resolution.
If accepted, we’ll send the replacement product or issue store credit.
🚚 Return Shipping Costs
If returning due to change of mind or buyer error, you are responsible for return shipping.
If returning due to our mistake, faulty, or damaged items, we cover the return shipping costs.
Ensure the return is sent via a tracked and insured service, as we are not responsible for lost or damaged packages during return transit.
⌛ Processing Time
Refunds and exchanges are processed within 3–5 business days of receiving the returned item.
During peak periods, processing may take slightly longer, but we always aim for prompt resolutions.
💌 Contact Information
Lunstra Ltd – Customer Support
Email: [email protected]
Phone: +44 7944422608
Hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)
We’re here to help with any questions or concerns related to your order.
✅ Final Notes
This policy complies with the UK Consumer Contracts Regulations (2013) and your statutory rights are not affected. Lunstra Ltd reserves the right to update this policy as needed. For the most current version, please visit our website.
Thank you for shopping with Lunstra!