Refund policy
RETURN & REFUND POLICY — LUNASAFE
Last Updated: October 20, 2026
At LunaSafe, customer satisfaction is our priority. We want you to feel confident when shopping with us, which is why we offer a straightforward and transparent return and refund process.
Please read our Return & Refund Policy carefully before making a purchase.
1. 30-Day Return Policy
We offer a 30-day return policy, meaning you have 30 calendar days after receiving your order to request a return.
To be eligible for a return under our voluntary return policy, your item must:
-
Be in its original condition.
-
Be unused and undamaged.
-
Include all original accessories and components.
-
Be returned with its original packaging, where reasonably possible.
-
Include proof of purchase or an order number.
These conditions apply to our voluntary return policy and do not limit your statutory consumer rights.
To request a return, contact us at:
2. How to Request a Return
To initiate a return, please email our customer support team with:
-
Your full name.
-
Your order number.
-
The product you wish to return.
-
The reason for your return, if you wish to provide one.
Our team will review your request and provide return instructions and the applicable return address.
Please do not send products back without first obtaining the correct return address.
Contacting us by email is also a valid way to exercise your statutory right of withdrawal. No special form is required.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.
Email: didac.finanzas2@gmail.com
Where possible, include your order number, a description of the issue, and photographs of the product.
Photographs can help us resolve the issue more efficiently but are not a mandatory condition for exercising your legal rights.
Depending on the circumstances and applicable law, customers may be entitled to a replacement, repair, price reduction, or refund.
LunaSafe will cover the necessary return shipping costs where required by law for defective, damaged, or incorrect products.
4. European Union Right of Withdrawal
Customers protected by European Union consumer legislation generally have the right to withdraw from an eligible online purchase within 14 calendar days after receiving the goods, without providing a reason.
To exercise this right, customers must notify LunaSafe of their decision before the withdrawal period expires.
Notification can be sent to:
After notifying us, customers generally have an additional 14 calendar days to return the products.
Customers may inspect and handle products to the extent necessary to establish their nature, characteristics, and functioning.
Any diminished value resulting from handling beyond what is necessary may be deducted where permitted by law.
5. Return Shipping Costs
For returns made due to a change of mind under our voluntary 30-day return policy, customers are responsible for return shipping costs unless otherwise agreed.
For statutory withdrawal returns, customers bear the direct cost of returning goods only where this has been properly disclosed before purchase and is permitted by applicable law.
If an item is defective, incorrect, or non-conforming, LunaSafe will cover the necessary return costs where legally required.
6. Refund Process
Once we receive and inspect your return, we will notify you of its status.
If your return is approved under our voluntary return policy, your refund will be issued to your original payment method.
For statutory withdrawal requests, refunds will be processed within 14 calendar days of receiving your withdrawal notification.
Where legally permitted, we may withhold the refund until we receive the returned goods or you provide evidence of having sent them back, whichever occurs first.
Refunds following statutory withdrawal will include the original standard delivery costs where required by law. Additional charges for premium delivery options are generally excluded.
The time it takes for your refund to appear in your account may depend on your bank or payment provider.
7. Non-Returnable Items
Under our voluntary 30-day return policy, we may decline returns of products that have been substantially damaged through misuse, are incomplete, or do not meet the voluntary return conditions.
However, statutory withdrawal rights and legal guarantees remain unaffected.
Any exceptions to the statutory right of withdrawal will apply only where expressly permitted by applicable consumer legislation.
8. Exchanges
If you wish to exchange an item, please contact us at:
We will review your request and explain the available options.
Where a product is defective or does not conform to the contract, exchanges or replacements will be handled in accordance with applicable statutory consumer rights.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing it.
We will attempt to process your cancellation before dispatch.
If the order has already shipped, you may still exercise any applicable statutory withdrawal rights after delivery.
Any refund owed following a valid cancellation will be processed in accordance with applicable law.
10. Lost or Undelivered Orders
If your order does not arrive within the communicated delivery period, please contact our customer support team.
We will investigate the issue with the shipping provider.
If the order is confirmed lost or cannot be delivered, LunaSafe will provide the remedies required by applicable consumer protection legislation, which may include replacement or refund.
11. Statutory Consumer Guarantees
All products sold by LunaSafe are subject to mandatory consumer protection laws applicable to the purchase.
For consumers in Spain, new consumer goods are generally covered by a three-year statutory guarantee of conformity, subject to applicable legal conditions.
Nothing in this policy limits or excludes mandatory rights relating to defective or non-conforming goods.
12. Contact Information
For any questions about returns, refunds, exchanges, or cancellations, please contact:
Business Name: LunaSafe
Business Owner: Didac Aguilera
Website: https://mylunasafe.store
Email: didac.finanzas2@gmail.com
Return Address: Provided by customer support when initiating a return. The applicable return location and any required pre-contractual information will be disclosed in accordance with consumer law.
Thank you for choosing LunaSafe. Your safety, confidence, and satisfaction are important to us.