Summer Glow Sale: Up to 20% OFF 🎁| LUNA20

Refund policy

Return & Refund Policy

At Lunamirror, we stand behind the quality of our products. If you are not completely satisfied with your purchase, we are here to help.

1. 30-Day Return Guarantee

We offer a 30-day return window, giving you more than double the time required by EU law. You have 30 days from the date of delivery to request a return.

Eligibility Criteria: To ensure a smooth refund process, the mirror must be:

  • In its original condition: Unused, unmounted, and undamaged.

  • In original packaging: All protective foam and boxing must be intact to prevent breakage during transit.

  • Complete: Including any accessories, manuals, or hardware provided.

Note: Mirrors that have been installed or show signs of use (e.g., fingerprints, scratches, or adhesive residue) may not be eligible for a full refund.

2. How to Start a Return

To initiate a return, please follow these steps:

  1. Contact us: Email our support team at support@lunamirror.com with your order number.

  2. Approval:  Once approved, please ship the item to: Room 137, Building B, No. 776 Jianshe 1st Road,Xiaoshan Economic and Technological Development Zone,Hangzhou, Zhejiang Province, 311200,China.

  3. Ship it back: Pack the item securely. Items sent back without prior authorization will not be accepted.

3. Damaged or Incorrect Items (Immediate Resolution)

We take great care in packaging, but glass is fragile. Please inspect your mirror within 48 hours of delivery.

  • If the item is shattered, defective, or incorrect, please email us immediately with clear photos of the product and the packaging.

  • We will prioritize a free replacement or a full refund for any transit damage.

4. EU 14-Day "Cooling-Off" Rights

Orders are typically processed within 48 hours of placement.For customers within the European Union and UK, you have the legal right to cancel your order within 14 days for any reason.

  • Our 30-day policy includes and extends this legal right.

  • If you exercise this right within 14 days, we will refund all payments received from you, including standard delivery costs. 

  • Bitte beachten Sie: Falls die Rücksendung durch den Kunden verursacht wird (z. B. bei Nichtgefallen), trägt der Kunde die unmittelbaren Kosten der Rücksendung. Die genauen Gebühren hängen vom jeweils gewählten Versanddienstleister ab.

    Sollte die Ware jedoch aufgrund unseres Verschuldens beschädigt oder fehlerhaft geliefert worden sein, übernehmen wir selbstverständlich die Rücksendekosten. In diesem Fall entstehen für Sie keine weiteren Gebühren.

  • Order Processing Time: Once your order is placed, our team typically processes and prepares it for shipment within 48 hours (excluding weekends and holidays).

  • Cancellation Window: You can request to cancel your order at any time before the item is shipped, provided that the request is made within our designated cancellation window.

  • Eligibility for Cancellation: If you initiate a cancellation request before the order has been dispatched and within the permitted timeframe, your order will be cancelled successfully, and a full refund will be issued to your original payment method.

  • Post-Shipment: Once an order has been handed over to the shipping carrier and a tracking number has been generated, it can no longer be cancelled. In this case, please follow our standard return process after receiving the package.

5. Exchanges

The most efficient way to get a different model is to:

  1. Initiate a return for your current item.

  2. Place a new order for the desired item separately. This ensures you don't have to wait for the return to be processed before receiving your new mirror.

6. Refunds

Once your return is received and inspected:

  • We will notify you of the approval or rejection of your refund.

  • Approved refunds are processed automatically to your original payment method within 10 business days.

  • Please remember it can take some time for your bank or credit card company to post the refund. If 15 business days have passed since approval and you haven't seen the credit, please contact us.