At Lunari, each artwork is carefully prepared and packed before shipping. Please read this policy before placing an order.
Order Cancellation
If you wish to cancel your order, please contact us as soon as possible.
Orders may be cancelled only if they have not yet been shipped or processed for shipment.
If your cancellation is approved, a refund will be issued. Any non-refundable transaction, bank transfer, or payment processing fees may be deducted from the refund. These fees are the buyer’s responsibility.
Once an order has been shipped, it can no longer be cancelled.
Returns and Refunds
We accept returns or provide refunds only when an item arrives damaged, defective, or significantly different from the item ordered.
To request a return or refund, please contact us and provide the required proof.
Unboxing Video Requirement
To protect both the buyer and Lunari, an unboxing video is required for any claim involving a damaged or defective item.
The video should clearly show:
- The unopened package before opening
- The shipping label and outer packaging
- The complete unboxing process
- The condition of the artwork and packaging
The video must be recorded continuously from the beginning of the unboxing process.
Without an unboxing video as proof, we may not be able to approve a return, replacement, or refund claim for damage that may have occurred before or during delivery.
Return Process
If your return request is approved, we will provide instructions on how to proceed.
Please do not send an item back before contacting us and receiving confirmation.
Items must be returned in their original condition and, where possible, with the original packaging.
Return Shipping Costs
Return shipping costs may be the buyer’s responsibility unless the item was damaged, defective, or incorrect due to an error on our part.
Non-Returnable Items
Returns or refunds may not be accepted for:
- Items damaged after delivery due to improper handling
- Items without the required proof for a damage claim
- Items that have been used, altered, or damaged by the buyer
- Change-of-mind purchases after the order has been shipped
How to Request Assistance
If you have a problem with your order, please contact us at:
Please include your order number and a clear description of the issue. If the item arrived damaged or defective, please include the required unboxing video and any relevant photos.