Return & Refund Policy
Thank you for purchasing Lunergy products.
This website is an officially authorized Lunergy online store. It is not the official corporate website of Lunergy.
This Return & Refund Policy applies only to products purchased through https://www.lunergy-store.com/
Products purchased through other Lunergy websites, third-party platforms, distributors, dealers, agents, or other sales channels are not covered by this website's Return & Refund Policy. For purchases made through other channels, please contact the original seller or relevant sales channel regarding returns, refunds, or after-sales service.
If you need to cancel an order, request a return, or ask about a refund for a product purchased through https://www.lunergy-store.com/ please contact our customer support team:
Customer Service Email: service@lunergy-store.com
1. Order Cancellation
If your order has not yet been shipped, you may contact us to request cancellation.
For successfully cancelled orders that have not yet been shipped, we will refund the applicable order amount.
Please note that certain banks, credit card companies, payment processors, or other payment service providers may charge transaction fees, processing fees, or other charges. Such fees are imposed by the relevant payment service provider and are outside our control.
If your order has already been shipped, it can no longer be handled as an unshipped order cancellation. You may request a return after receiving the product in accordance with the terms below.
2. 14-Day Return Period
Customers may request a return within 14 days after receiving the product.
To be eligible for a return, the returned product should meet the following conditions:
-
The product has not been used;
-
The product has not been damaged by the customer;
-
The product remains in complete condition;
-
The original packaging is retained;
-
All original accessories are included;
-
Product manuals and accompanying materials are included;
-
Valid order information or proof of purchase from https://www.lunergy-store.com can be provided.
Return requests submitted more than 14 days after receipt of the product are generally not eligible for a full refund or direct replacement, unless otherwise required by applicable consumer protection laws.
3. Contact Us Before Returning a Product
Please do not return any product without prior authorization.
Before sending a product back, please contact us at:
Products returned without prior approval or confirmation may not be properly received or processed.
4. Return Shipping
Once your return request has been approved, you may, depending on the circumstances:
-
Arrange return shipment to the designated return address yourself; or
-
Contact us to arrange product collection or pickup.
Return shipping fees generally start from €80.
The final return shipping cost may vary depending on factors including:
-
Product model and weight;
-
Delivery and return addresses;
-
Shipping distance;
-
Logistics provider;
-
Selected return method.
Where applicable, return shipping costs may be deducted from the final refund amount.
5. Damaged, Defective, or Incorrect Items
Please inspect your order promptly after receiving it.
Contact us as soon as possible if:
-
The product shows visible shipping damage;
-
The product is defective;
-
The product model does not match your order;
-
You received the wrong item;
-
The product or major accessories are missing.
Please retain the product packaging and provide your order number together with photos or videos clearly showing the issue.
Our customer support team will review the case and may provide repair, replacement, return, refund, or another appropriate solution depending on the circumstances.
6. How to Submit a Return Request
Please send your request to:
Your request should include:
-
Your name and contact information;
-
Your https://www.lunergy-store.com order number;
-
Valid proof of purchase;
-
Product name and model;
-
Reason for return;
-
Photos or videos if the return involves damage or a product defect.
After receiving your request, we will review your eligibility and provide further return instructions.
If we are unable to verify the product as part of a valid order placed through we may be unable to provide return or refund service under this policy.
7. Preparing Your Product for Return
Once your return request has been approved, please prepare the product in accordance with the return instructions provided.
Please ensure that:
-
The product remains unused and undamaged;
-
The product is securely packed in the original packaging;
-
All original accessories are included;
-
Product manuals and accompanying materials are included;
-
The product is returned according to the shipping instructions provided by our customer service team.
If the product is inadequately packaged and suffers additional damage during return transportation, this may affect the amount of the refund.
8. Return Inspection
After receiving the returned product, we will inspect it.
The inspection may include verification of:
-
Whether the returned product matches the original order;
-
Whether the product is complete;
-
Whether the product shows signs of use;
-
Whether there is any customer-caused damage;
-
Whether the original packaging, accessories, and documentation are complete;
-
Whether the return complies with the applicable return period and other return conditions.
After the inspection is completed, we will notify you whether the return and refund request has been approved.
9. Refund Method
If your refund is approved, the refund will generally be issued to the original payment method used for the order.
The time required for the refund to appear in your account may vary depending on your bank, credit card company, or other payment service provider. As a result, there may be a delay between refund approval and the actual posting of funds to your account.
Where applicable, return shipping costs or other legally permitted deductions may be deducted from the refund amount.
10. Statutory Consumer Rights
This Return & Refund Policy applies specifically to purchases made through https://www.lunergy-store.com.
Nothing in this policy is intended to limit any mandatory consumer rights available under the laws of the customer's country or region.
Where applicable local consumer protection laws provide greater rights than those stated in this policy, the relevant local laws shall prevail.
This policy may be updated from time to time to reflect changes in products, services, or applicable laws and regulations. The latest version will be published on https://www.lunergy-store.com.