Refund policy
Last Updated: August 2026
At lunivahead, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may request a return within 30 calendar days of the delivery date, subject to the conditions described below.
This Return & Refund Policy applies to purchases made through the lunivahead online store.
1. Return Window
You may request a return within 30 calendar days from the date your order is delivered.
The 30-day return period begins on the date the carrier's tracking information shows that the package was delivered.
To request a return, you must contact us within the 30-day return period and receive return instructions before sending the product back.
Please do not send a return without contacting us first. Returns sent without prior approval may not be accepted.
2. Return Eligibility and Conditions
To be eligible for a return, the product must:
- Be unused and unworn
- Be in its original condition
- Be free from stains, makeup, perfume, hair products, odors, or other signs of use
- Not have been washed, altered, damaged, or modified
- Include the original packaging, tags, and accessories supplied with the product, when applicable
- Be securely packaged to prevent damage during return shipping
We may refuse a return if the product shows signs of use, damage, alteration, contamination, or other conditions that occurred after delivery and affect the condition or value of the product.
3. Reasons for Return
We accept returns for:
- Change of mind, including personal preference, ordering the wrong item, or deciding that the product is not suitable for you
- Damaged products
- Defective products
- Incorrect items received
For a standard change-of-mind return, the product must meet all return conditions described in this policy.
4. Return Shipping Costs
Change-of-Mind Returns
For returns caused by personal preference, change of mind, ordering the wrong item, or other reasons unrelated to a product defect or fulfillment error:
- The customer is responsible for the return shipping cost.
- The original shipping charge paid at checkout is non-refundable.
- No restocking fee will be charged.
Damaged, Defective, or Incorrect Items
If you receive a product that is defective, damaged during delivery, or different from the item you ordered:
- lunivahead will cover the reasonable return shipping cost.
- We may provide a prepaid return shipping label when appropriate.
- The original shipping charge may also be refunded when applicable.
Please contact us before returning the item so that we can provide the appropriate return instructions.
5. How to Request a Return
To request a return, please contact us at:
Email: service@lunivahead.com
Phone: +852 65869867
Please include the following information:
- Full name
- Order number
- Email address used to place the order
- Product you wish to return
- Reason for the return
- Photos of the product, when applicable
For damaged, defective, or incorrect products, please provide clear photos showing the product and, when possible, the original packaging and shipping label.
We will review your request and provide return instructions if the return is eligible.
Please do not send a return directly to the address printed on the original shipping package or to a third-party fulfillment facility unless we specifically instruct you to do so.
6. Return Authorization and Return Address
After your return request is approved, we will provide the appropriate return instructions and return address.
Because orders may be fulfilled through third-party fulfillment facilities in the United States, the return address may vary depending on the order and fulfillment arrangement.
Customers must use the return address and shipping instructions provided by lunivahead.
We are unable to guarantee that returns sent to an address other than the one provided by our customer service team will be received or processed.
7. Return Shipping and Tracking
For customer-paid returns, we recommend using a shipping service that provides tracking information.
lunivahead is not responsible for returned packages that are lost or damaged while being shipped by the customer.
Please keep your return receipt and tracking information until your return has been received and your refund has been completed.
8. Return Inspection
Once we receive the returned product, we will inspect it to determine whether it meets the return conditions described in this policy.
The inspection process may take several business days after the returned package is delivered.
If the returned product meets the applicable return requirements, we will approve the refund.
If the product does not meet the return requirements, we may refuse the return. In such cases, we may contact you regarding the next steps.
9. Refunds
Once an eligible return has been received and approved, we will issue the refund to the original payment method used for the purchase.
Please allow 5–10 business days for us to process the refund after the return has been approved.
After we issue the refund, the time required for the funds to appear in your account may vary depending on your bank, credit card issuer, or payment provider.
lunivahead does not control the processing time of banks or payment providers.
10. What Will Be Refunded
Change-of-Mind Returns
For an approved change-of-mind return:
- The purchase price of the returned product will be refunded.
- The original shipping charge will not be refunded.
- The customer is responsible for return shipping costs.
- No restocking fee will be charged.
Damaged, Defective, or Incorrect Products
For an approved return involving a defective, damaged, or incorrect product:
- The purchase price of the affected product will be refunded.
- The original shipping charge may also be refunded when applicable.
- lunivahead will cover the reasonable return shipping cost.
All refunds are subject to the return conditions described in this policy and applicable law.
11. Exchanges
We currently do not offer direct product exchanges.
If you would like a different product or style, you may return the original product according to this policy and place a new order separately.
12. Damaged Packages or Products
If your package or product arrives damaged, please contact us as soon as reasonably possible after delivery.
Please provide:
- Order number
- Photos of the damaged product
- Photos of the shipping package
- Photos of the shipping label, when available
Please keep the damaged product and original packaging until we have reviewed your claim, as they may be required to investigate the issue.
13. Incorrect Items
If you receive an item that is different from the item shown on your order, please contact us before returning it.
We will review your order and provide return instructions.
If the error is confirmed, lunivahead will cover the reasonable return shipping cost and provide an appropriate resolution.
14. Refund Delays
If you have not received your refund within 10 business days after we confirm that the refund has been issued, please contact us.
Before contacting us, please check:
- Your original payment account
- Your bank or credit card statement
- Your payment provider's transaction history
If you still cannot locate the refund, contact us with your order number so that we can assist you.
15. Applicable Law
This policy is intended to clearly explain our standard return and refund procedures. Nothing in this policy limits any rights or remedies that may be available to consumers under applicable law.
Where applicable law provides consumers with rights that differ from this policy, those legal rights will apply.
16. Business and Contact Information
lunivahead is operated by:
HELIANK LIMITED
Business Address:
ROOM 162, 8/F, ETON TOWER
8 HYSAN AVENUE
CAUSEWAY BAY, HONG KONG
Customer Service Email:
service@lunivahead.com
Customer Service Phone:
+852 65869867
For return, refund, or order-related questions, please contact our customer service team using the information above.