Refund policy

Last Updated: October 17, 2026

At LunivaHead, we want you to have a positive shopping experience. If you are not satisfied with your purchase, you may request a return within 30 calendar days of the delivery date, subject to the conditions outlined in this policy and applicable law.

This Return & Refund Policy applies to purchases made through our online store at lunivahead.com, operated by HELIANK LIMITED.

1. Return Period

You may request a return within 30 calendar days from the date your order is delivered.

The delivery date is generally determined by the carrier's tracking information.

Please contact us within this period to request a return. Requests submitted after the 30-day period may not be accepted unless otherwise required by applicable law.

2. Return Eligibility

To be eligible for a return, an item should:

  • Be unused and unworn.

  • Be in its original condition.

  • Be free from stains, makeup, perfume, hair products, odors, and other signs of use.

  • Not have been washed, altered, or damaged after delivery.

  • Include the original packaging, tags, and accessories, where provided.

We will assess returned items based on their condition and the requirements of this policy. Any decision to refuse or reduce a refund will be made in accordance with applicable law.

3. How to Request a Return

Before sending an item back, please contact our customer service team:

Email: service@lunivahead.com

Please include:

  • Your order number.

  • The item you wish to return.

  • The reason for your return.

  • Photos or other supporting information, if relevant to your request.

We will review your request and provide return instructions if the return is approved.

Please do not send any item to our business address unless we specifically instruct you to do so. The applicable return address will be provided with the approved return instructions.

Items sent without contacting us first may be delayed or difficult to identify and process.

4. Return Shipping Costs

Customer-Initiated Returns

If you request a return because you changed your mind, no longer want the item, or selected the wrong style or product, you are generally responsible for the return shipping costs.

Original shipping charges and customer-paid return shipping costs are generally non-refundable for these returns, except where required by applicable law.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact us before sending it back.

We may ask for photos or other information to help us assess the issue.

If the issue is confirmed to be attributable to LunivaHead, we will provide an appropriate resolution and cover reasonable return shipping costs where applicable and required by our policy or applicable law.

5. Return Instructions

Returns must follow the instructions provided by our customer service team.

Once your request is approved, we will explain where and how to send the item. Please package the item securely and retain your shipping receipt and tracking number, if available.

Sending a return to an address that we have not provided may result in delays or the return not being received.

6. Exchanges

We do not currently offer direct exchanges.

If you would like a different style, color, or item, you may request a return for the original item, subject to this policy, and place a new order separately.

The new order will be subject to product availability and the prices and shipping terms in effect when the order is placed.

7. Refund Eligibility and Method

After your returned item is received, we will inspect it to determine whether it meets the return conditions.

If the return is approved, the refund will generally be issued to the original payment method used for the purchase.

We will notify you by email when the refund has been processed.

If a refund cannot be issued to the original payment method, we will contact you to discuss the available options.

8. Refund Amount

For an approved return due to a change of mind or personal preference, the refund generally covers the purchase price of the eligible returned item.

Original shipping charges and return shipping costs paid by the customer are generally not refundable for these returns, except where required by applicable law.

For items that arrive damaged, defective, or incorrect due to an issue attributable to LunivaHead, the refund and any applicable shipping costs will be handled according to the circumstances and applicable law.

Any deductions or adjustments will be explained where applicable and permitted by law.

9. Refund Processing Time

Once an approved return has been received and processed, we will initiate the applicable refund.

After the refund is issued, it may take approximately 5–10 business days for the funds to appear in your account. The actual time depends on your bank, card issuer, payment provider, or financial institution.

Processing times may vary, and LunivaHead cannot control how quickly a financial institution posts a refund.

10. Damaged, Defective, or Incorrect Items

If you receive an item that appears damaged, defective, or different from what you ordered, please contact us at service@lunivahead.com as soon as reasonably possible.

Please provide your order number, a description of the issue, and clear photos where relevant.

We will review the information and determine an appropriate resolution based on the circumstances. Depending on the issue, the resolution may include a refund, replacement, or another suitable solution, subject to applicable law.

Please contact us before sending the item back so we can provide the appropriate instructions.

11. Missing Items

If an item appears to be missing from your order, please contact service@lunivahead.com with your order number and details of the missing item.

We may request photos of the package, shipping label, or items received to help us investigate.

We will review the available information and work with you to determine an appropriate resolution.

12. Non-Returnable Items

An item may not qualify for a return if it does not meet the eligibility conditions described in this policy, subject to applicable law.

If specific products are excluded from returns or sold under special conditions, those restrictions will be clearly disclosed on the relevant product page or at checkout, where applicable.

Nothing in this section limits any consumer rights that cannot legally be excluded.

13. Refused or Undeliverable Packages

If a package cannot be delivered because of an incorrect or incomplete address, unsuccessful delivery attempts, or a refusal of delivery, please contact us at service@lunivahead.com.

We will review the circumstances and available tracking information to determine the appropriate next steps.

Any refund or additional shipping charges will be handled according to the circumstances of the case and applicable law.

14. Lost Packages

If tracking information indicates that your package has been delivered but you cannot locate it, please check with household members, neighbors, building management, or other locations where the carrier may have left the package.

You may also contact the carrier using the tracking information provided.

If you believe your package has been lost in transit, please contact service@lunivahead.com with your order number and tracking details. We will review the available information and assist where possible.

15. Order Cancellations

If you wish to cancel an order, please contact service@lunivahead.com as soon as possible and include your order number.

We will make reasonable efforts to accommodate cancellation requests before an order enters processing or shipping.

Once an order has been processed, packed, or shipped, cancellation may no longer be possible. If the order has already been shipped, please contact us to discuss the available options under this policy and applicable law.

16. Customer Responsibilities

Please ensure that your shipping and contact information is accurate and complete when placing an order.

Incorrect or incomplete information may affect delivery and may result in additional shipping complications.

For approved returns, customers are responsible for following the return instructions provided by LunivaHead and packaging the item securely for shipment.

17. Consumer Rights

This policy does not limit or exclude any consumer rights that cannot legally be limited or excluded under applicable law.

Where applicable law provides additional rights or protections, those rights will continue to apply.

18. Contact Information

If you have questions about returns, refunds, damaged items, incorrect orders, or this policy, please contact us:

Store Name: LunivaHead
Website: https://lunivahead.com
Legal Business Name: HELIANK LIMITED
Email: service@lunivahead.com
Phone: +852 65869867

Business Address:
ROOM 162, 8/F, ETON TOWER,
8 HYSAN AVENUE, CAUSEWAY BAY,
HONG KONG

Please note: This is our business address and is not necessarily the return address. Do not send merchandise to this address unless specifically instructed by LunivaHead.

19. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices, services, or applicable legal requirements.

Any updates will be published on this page with a revised “Last Updated” date.

We encourage customers to review this page periodically for the latest information.

If you have any questions about this policy, please contact service@lunivahead.com.