Refund policy

Return & Exchange Policy
Thank you for choosing Luune products and services. We are committed to providing high-quality products and an excellent user experience. If you are not completely satisfied with your purchase, please refer to the following return policy.
1. Returns and Exchanges
1.1 Return Period: You may request a return or exchange within 30 days from the date you receive your product.
1.2 Eligible Products: All hardware products (such as Donut) and accessories purchased through the Luune official website are eligible for returns or exchanges.
1.3 Return Conditions:
 Products must be in “new” condition, unused, and undamaged;
 All original packaging, accessories, and manuals must be intact;
 Returns must be confirmed with customer service prior to shipping.

1.4 Non-Eligible Products: The following products are not eligible for return or exchange:
 Opened digital content, subscription services, or downloadable products;
 Promotional items, gifts, or special sale items;
 Customized or personalized products.

2. Return Process
2.1 Requesting a Return: Within the return period, please contact our customer service team via email at support@luune.com, providing your order number, reason for return, and relevant photos.
2.2 Return Confirmation: Our customer service team will typically respond within 2 business days with the return address and instructions.
2.3 Shipping the Product: Please return the product along with all original packaging and accessories. We recommend using a trackable shipping method and keeping the shipping receipt.
2.4 Refund Processing: Once we receive and inspect the returned product and confirm it meets the return conditions, the refund will be processed within 5-7 business days. Refunds will be returned via the original payment method and may vary depending on your payment provider.
3. Exchange Policy
3.1 Requesting an Exchange: If you wish to exchange a product, please contact our customer service team via email within the return period, providing your order number, reason for exchange, and relevant photos (if applicable).
3.2 Processing the Exchange: Our customer service team will typically respond within 2 business days with instructions for the exchange.
4. Shipping Damage or Defects
4.1 Shipping Damage: If your product is damaged during shipping, please contact our customer service team via email within 7 days of receiving the product, providing your order number, photos of the damage, and a description. We will assist you in processing a return or exchange.
4.2 Product Defects: If you discover a manufacturing defect, please contact our customer service team via email within 30 days of receiving the product, providing your order number, photos of the defect, and a description. We will provide return or exchange services based on the situation.
5. Refund Policy
5.1 Refund Method: For orders eligible for return, the refund will be issued via the original payment method after the return is confirmed. Refund processing times may vary depending on the payment method and bank, usually within 5 business days.
5.2 Refund Amount: The refund amount will be the product purchase price, excluding original shipping fees and transaction fees. If the product is damaged during shipping, the refund amount may be affected.
6. Contact Us
If you have any questions about this return policy or need further assistance, please contact us: