Refund policy
Last Updated: 13 August 2026
At Lunveia, your satisfaction is important to us. If you are not completely happy with your purchase, we're here to help.
This Return & Refund Policy explains our voluntary 30-day returns policy as well as your statutory rights as a consumer in the United Kingdom.
This policy should be read alongside our Terms & Conditions.
Lunveia currently delivers only within the United Kingdom, and standard delivery on all UK orders is free.
1. Our 30-Day Returns Policy
In addition to your statutory consumer rights, Lunveia offers a 30-day returns policy.
You may request a return within 30 days of receiving your order.
For returns made under our voluntary 30-day policy, the eligibility requirements below apply.
Your statutory rights are separate from, and are not affected by, this additional returns policy.
2. Return Eligibility
For returns made under our voluntary 30-day returns policy, items should:
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Be unused and unworn.
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Be unwashed.
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Be in their original condition.
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Include original packaging, tags and accessories where applicable.
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Be free from damage caused after delivery.
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Be accompanied by proof of purchase, such as your order confirmation or order number.
Where a product has been used, washed, altered or damaged after delivery, we may be unable to accept it under our voluntary 30-day returns policy.
These conditions do not limit your statutory rights where an item is faulty, damaged, not as described, not of satisfactory quality or otherwise does not conform to your legal rights.
3. UK Right to Cancel Online Orders
If you purchase from Lunveia online as a UK consumer, you will normally have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Subject to applicable exceptions, you may tell us that you wish to cancel your order within 14 days of receiving the goods, without needing to provide a reason.
After notifying us of your cancellation, you must return the goods without undue delay and normally within 14 days of telling us that you wish to cancel.
During the statutory cancellation period, you may handle the goods only as much as is reasonably necessary to establish their nature, characteristics and functioning, similar to the way you might inspect them in a shop.
If the value of the goods has been reduced because they have been handled beyond what is reasonably necessary, we may be entitled to make an appropriate deduction from the refund where permitted by law.
Certain legal exceptions to the right to cancel may apply. For example, where goods are supplied sealed and are genuinely unsuitable for return for health protection or hygiene reasons, the cancellation right may cease if the seal is broken after delivery.
Nothing in this section affects your rights where goods are faulty.
4. How to Request a Return
To request a return or exercise your right to cancel, please contact us at:
Please provide:
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Your full name
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Your order number
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The item or items you wish to return
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The reason for the return, where applicable
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Photographs where the item is damaged, faulty or incorrect
You do not have to provide a reason when exercising an applicable statutory right to cancel within the legal cancellation period.
Our Customer Support Team will provide the appropriate return instructions and return address.
Please contact us before sending a return so that we can provide the correct instructions.
For returns made under our voluntary 30-day policy, return approval may be required before the goods are sent.
Your statutory right to cancel is not dependent on receiving prior return authorisation from us.
5. Return Postage
Change-of-Mind Returns
Although standard delivery on all Lunveia UK orders is free, free delivery does not automatically include free return postage.
If you return an item because you have changed your mind, ordered the wrong size, colour or product, or are using your statutory cancellation right, you will normally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to cover the cost.
We recommend using a tracked return service and keeping proof of postage until your return has been completed.
Faulty, Damaged or Incorrect Goods
If an item is:
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faulty;
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damaged;
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defective;
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not as described;
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different from what you ordered; or
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otherwise does not conform to your statutory rights,
please contact us at support@lunveia.com.
Where applicable, Lunveia will cover reasonable return costs and provide an appropriate remedy in accordance with UK consumer law.
Depending on the circumstances, this may include:
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a replacement;
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a repair where appropriate;
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a prepaid return method or reimbursement of reasonable return costs; or
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a full or partial refund where applicable.
6. Refunds
Once your return has been received, we will inspect it and notify you of the outcome.
Approved refunds will normally be returned to the same payment method used for the original purchase, unless another method has been expressly agreed where permitted by law.
For a valid statutory cancellation, we will issue the refund without undue delay and within the time required by applicable UK law.
Where we have not offered to collect the goods, this will normally be no later than 14 days after we receive the returned goods or, if earlier, the date you provide evidence that you have sent them back.
Because Lunveia provides free standard UK delivery, there is normally no standard outward delivery charge to refund.
Once Lunveia has issued your refund, your bank, card provider or payment service may take additional time to display the funds in your account.
If your refund does not appear after your payment provider's normal processing period, please contact us at support@lunveia.com.
7. Exchanges
If an item arrives faulty, damaged or incorrect, please contact us so that we can arrange an appropriate solution.
If you would simply like a different:
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size;
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colour; or
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style,
we generally recommend returning the original item and placing a new order.
This is because stock availability cannot always be guaranteed while a return is being processed.
Any statutory rights you may have remain unaffected.
8. Order Cancellations and Amendments
If you need to cancel or amend an order, please contact us as soon as possible at:
If your order has not yet been processed or dispatched, we will do our best to make the requested change or cancel it.
If an order has already been processed or dispatched, we may be unable to stop the parcel before delivery.
However, this does not affect any applicable statutory cancellation rights. Where applicable, you may still notify us that you wish to cancel and return the goods in accordance with this policy and UK consumer law.
9. Faulty, Damaged, Incorrect or Missing Items
Please inspect your order after delivery.
If you notice that an item is:
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damaged;
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faulty;
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incorrect; or
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missing from your order,
please contact us as soon as reasonably possible at:
Please provide your order number and, where relevant, clear photographs showing the issue.
We will review the matter and arrange an appropriate solution.
Contacting us promptly can help us resolve the issue more quickly, but any request to contact us within a particular period does not reduce or replace your statutory consumer rights.
10. Faulty Goods and Your Consumer Rights
Nothing in this Return & Refund Policy excludes, restricts or limits your statutory rights under applicable United Kingdom consumer law.
Under the Consumer Rights Act 2015, goods supplied to consumers must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.
Where goods do not meet these requirements, you may have statutory rights to remedies including, depending on the circumstances:
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rejection and a refund;
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repair;
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replacement;
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a price reduction; or
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a final right to reject.
The statutory short-term right to reject faulty goods will generally apply for 30 days, subject to the circumstances and applicable law.
These rights apply in addition to Lunveia's voluntary 30-day returns policy.
Your statutory rights also apply to products purchased during a sale or promotional event.
11. Hygiene and Product Condition
Some Lunveia products are personal-use textile products.
Where an item is returned under our voluntary 30-day policy, we ask that it remains unused, unwashed and in its original condition.
For statutory cancellations, different legal rules may apply.
Where goods are supplied with a hygiene seal and are not suitable for return for genuine health protection or hygiene reasons, the statutory cancellation right may not apply once that seal has been broken, where permitted by law.
This does not affect your statutory rights if the product is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
12. Proof of Purchase
We may ask you to provide reasonable proof that the item was purchased from Lunveia.
This may include:
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Your order number
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Order confirmation
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Confirmation email
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Other reasonable evidence of purchase
This helps us locate your transaction and process your request.
13. Return Responsibility
Until a return reaches the appropriate return location, you are responsible for taking reasonable care of the goods.
Where you arrange return postage yourself, we strongly recommend:
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using a tracked service;
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retaining your postage receipt; and
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keeping tracking information until your return and refund have been completed.
Please do not return an item to our business address unless our Customer Support Team has confirmed that it is the correct return location.
14. Contact Us
If you have any questions about a return, refund, exchange, cancellation or faulty item, please contact us.
Store Name: Lunveia
Company Name: Lunveia LTD
Business Address: 27 Maple Grove, York, YO12 4BT, United Kingdom
Email: support@lunveia.com
Business Hours: Monday to Friday, 9:00 am to 9:00 pm