Refund policy

Last updated: 9 July 2026

Thank you for shopping with Lunidoo. We want you to love your purchase! If something isn't right, we're here to help.

1. Returns

We accept returns within 30 days of delivery. To be eligible, items must be:

  • Unused and in their original condition
  • In the original packaging

Personalised or custom-made items (such as drawing plushies) are non-returnable unless they arrive damaged or defective.

2. How to Request a Return

To start a return, please contact us at lunidoo.store@gmail.com with:

  • Your order number
  • Reason for the return
  • Photos if the item is damaged or incorrect

We'll respond within 2–3 business days with next steps.

3. Refunds

Once we receive and inspect your return, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that original shipping costs are non-refundable.

4. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at lunidoo.store@gmail.com.

5. Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or we made an error with your order. We recommend using a trackable shipping service.

6. Late or Missing Refunds

If you haven't received your refund after 10 business days, please check with your bank first, then contact us at lunidoo.store@gmail.com.

After-Sales Timeframe

(1) For delivered orders: Please submit your application within 7 days from the date of delivery. Applications submitted beyond this period are not supported.

(2) For undelivered orders: Please submit your application within 60 days after the order is shipped. Applications submitted beyond 60 days are not supported.

After-Sales Application

Contact us, provide the order number and tracking number, describe the problem, and provide relevant evidence such as videos, photos, or chat screenshots (including dates and customer information).

Order Cancellation

You may cancel an order if it has not been shipped. After cancellation, Lunidoo will first refund the shipping fee. If the factory accepts the product return, Lunidoo will refund the product cost; if the factory does not accept the return, Lunidoo will not refund the product cost.

Note: Factories generally do not accept returns for customised products or bulk purchases. Orders that have already been shipped cannot be cancelled.

Fulfillment Failure Orders

For orders that cannot be fulfilled, you can cancel the order and apply for a refund. Common reasons: prohibited items, transportation size limits exceeded, factory out-of-stock, etc.

Quality Issues

Please submit relevant evidence and an after-sales application. Lunidoo will investigate with our suppliers. If confirmed that the product has quality issues and is irreparable/unusable, Lunidoo will refund or reship for free.

Note: Subjective opinions such as not liking the product, odour, unsuitable size, or feeling it is low quality are not considered quality issues and are not supported.

Order Error

If Lunidoo's investigation confirms the order was not shipped according to your requirements, Lunidoo will refund or reship for free.

Order Delay

There is no compensation for order delays. For delayed orders, Lunidoo will assist in following up with the logistics company but will not provide compensation.

Customs Inspection

If a package is inspected by customs, the buyer is obligated to cooperate with customs clearance and pay any applicable taxes. Lunidoo will not compensate if the buyer refuses to cooperate, leading to package destruction.

Lost Package

You can file a claim if tracking has not updated for over 30 days or there is information indicating the package is lost. If confirmed lost, Lunidoo will refund or reship for free.

Delivery Failure

  • If delivery failed due to the logistics company → Lunidoo will refund or reship for free.
  • If delivery failed due to buyer reasons (invalid address, unknown recipient, refusal to accept, etc.) → Lunidoo will not provide compensation.

Delivery Exception

If the package shows as delivered, compensation is not supported. If the buyer claims non-receipt, Lunidoo can assist by providing contact information to follow up with the delivery provider.

Returns

Returns without reason are not accepted. If the customer insists, they may return the product at their own expense. Note that return shipping costs often exceed the product's value, so this is generally not recommended.

Special Notes

No Service Regions: Lunidoo does not support after-sales for orders to certain countries/regions, including Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Eswatini, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Réunion, Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, French Guiana, and others.

Force Majeure: Lunidoo will not accept after-sales claims for damage or delays caused by natural disasters, epidemics, war, strikes, customs inspections, or other force majeure events.

Contact Us

For after-sales issues, please contact us at lunidoo.store@gmail.com and our team will handle your request in accordance with this policy.