Returns & Complaints

Effective date: 1 July 2025.

In accordance with the Consumer Protection Act, these Return and Complaint Rules define the conditions under which the Customer may return purchased products or submit a complaint.

Right of Withdrawal (Returns)

In the case of online purchases (distance selling), the Customer has the right, without giving a reason, to withdraw from the contract within 14 days from the day on which the product is delivered to the Customer or to a third party authorised by the Customer (other than the carrier), or, in the case of delivery of multiple goods or delivery of goods consisting of several lots or pieces, from the day on which the last item or lot is delivered.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by an unequivocal statement sent by email to: info@lunete.com. You may use the standard withdrawal form which we include with your order confirmation, or which you can download here.

In the event of withdrawal, each party must return to the other everything received under the contract. You must return the goods without undue delay and no later than 14 days from the day you notified us of your withdrawal. The return address will be provided by email once we receive your withdrawal notice. You bear the direct cost of returning the goods.

We will refund the amount paid for the returned product no later than 14 days from the day we receive your withdrawal notice, provided that we have received the returned goods or proof that you have sent the goods in the meantime. The refund will be made using the same payment method you used, unless you explicitly agree otherwise.

Conditions for returning products (where the right of withdrawal exists and an exception does not apply):

  • The product must be unused and returned in its original, undamaged packaging, with all parts, original labels and tags. For sealed products to which the above exception does not apply, the packaging must not have been opened.
  • Please include the original receipt or a copy as proof of purchase.
  • The Customer is liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functionality.

Return costs (shipping):

  • The Customer bears the direct cost of returning goods in the event of withdrawal (when returning a product because they changed their mind, not due to a defect).
  • Lunette bears the cost of returning goods in the event of a complaint about a product defect or damage that occurred before dispatch.
  • In the event that the Customer requests a product exchange for reasons other than a defect or damage (e.g. colour exchange), the Customer bears the cost of returning the original product and the cost of sending the replacement product.

Complaints procedure (Defect or damage complaint)

If the purchased product has a defect or damage that did not occur during transport after delivery to you, please send us a written complaint by email to: info@lunete.com. In your complaint, please include:

  • Order number
  • Customer details (first name, last name, address, contact)
  • Description of the defect or damage
  • A photo or video of the defect/damage if possible.
  • Your preferred resolution (product replacement, refund, repair...).

We will send you a written response to your complaint no later than 15 days from the date of receipt.

Complaints about shipping damage

Please carefully inspect the packaging and the product upon collection. If you notice any visible damage to the packaging or product indicating that damage occurred during transport, please immediately report the damage to the courier and request a damage report. Also notify us in writing (by email to info@lunete.com) within [recommended period, e.g. 24 or 48 hours] of receiving the shipment, attaching photos of the damage and the damage report if one was prepared. We are not responsible for damage that occurs after the Customer collects the shipment if the damage was not reported in the manner described above.

Right to cancel an order before dispatch

The Customer has the right to cancel an order before it has been dispatched. Cancellation is done by sending a request by email to info@lunete.com, stating the order number. If payment has already been made, the refund will be processed within 5 business days of receipt of the cancellation notice.

Product exchange

If you would like to exchange a product (e.g. due to the wrong size or colour) for another, please contact us by email at info@lunete.com so we can arrange the process and return address. The cost of returning the original product and the cost of sending the replacement product is borne by the Customer in this case, unless the exchange is due to a product defect or damage — in which case the costs are borne by Lunette.

For any further questions about our returns and complaints policy, you can contact us by email: info@lunete.com.