Return, Exchange & Refund Policy
At Lunterrae (hereinafter referred to as “we”, “us”, or “our”), we are committed to providing customers with a smooth and reliable after-sales experience. The following policy outlines the conditions and procedures for returns, exchanges, and refunds for purchases made through our online store.
1. Return & Exchange Period
Customers may submit a return or exchange request within 14 days after the delivery of the order.
Requests submitted after this period may not be eligible for processing.
2. Eligibility for Returns & Exchanges
We accept return or exchange requests in the following situations:
- Product appearance issues, such as visible scratches, defects, or damage;
- Quality-related problems affecting normal use;
- Persistent odors, significant color differences, or other similar product issues;
- Incorrect item received compared with the original order;
- Return or exchange requests made without providing a specific reason, subject to the applicable conditions.
3. Return Procedure
To request a return, please contact our customer service team via:
Email: assist@lunterrae.com
Phone: +1 (254) 723-2829
Please provide the following information:
- Order number;
- Proof of payment;
- Reason for the return;
- Relevant photos or videos showing the issue, if applicable.
After receiving and reviewing your request, we will confirm the result through your provided contact information and provide the necessary return instructions.
Please send the product to the following return address:
309 Ash St, Copperas Cove, TX 76522, United States
Once the returned item has been received and inspected, we will process the refund if the return meets the requirements. For additional information, please refer to our Refund Policy.
Each package includes a return label to help simplify the return process.
4. Exchange Procedure
To request an exchange, please contact us via:
Email: assist@lunterrae.com
Phone: +1 (254) 723-2829
Please provide your order number, payment confirmation, reason for the exchange, and any supporting photos or videos.
Once your exchange request has been approved, we will provide the return instructions and return address:
309 Ash St, Copperas Cove, TX 76522, United States
After we receive and inspect the returned product, an approved replacement item will be arranged for shipment within 1–3 working days.
5. Refund Process
Approved refunds will be issued through the original payment method used for the purchase, including:
- Visa;
- MasterCard.
Refund processing generally takes 1–3 working days, depending on the processing time of the card issuer or financial institution.
If the refund does not appear within the expected timeframe, please contact our customer service team for assistance.
6. Return Shipping Costs
Return shipping costs will be covered by us in cases involving:
- Product defects;
- Quality issues;
- Persistent odor problems;
- Incorrect items received.
For voluntary returns or exchanges due to personal preference, the return shipping costs will be the responsibility of the customer.
7. Responsibility Statement
Returned products must be kept in suitable condition for inspection.
Any damage, modification, or deterioration caused after delivery may affect the eligibility of the return or exchange request.
Customers are advised to properly protect the product during the return shipment to avoid additional damage.
8. Contact Information
If you have any questions regarding returns, exchanges, or refunds, please contact our customer service team.
Address:
309 Ash St,
Copperas Cove, TX 76522, United States
Phone: +1 (254) 723-2829
Email: assist@lunterrae.com
Opening Hours:
Monday – Friday, 9:00 – 18:00 (CET)