Refund policy

Last updated: August 2026

Lunelia Home is operated by Marketrix Limited, 11/F Ocean Centre, Harbour City, Tsim Sha Tsui, Hong Kong SAR.

5.1 Your right to return

You may return an item within 30 days of receiving your order, for any reason. You do not need to explain why.

To be accepted, the item must be unused, in its original condition, and returned in its original packaging with all accessories included.

5.2 How to start a return

Email us at luneliahome@outlook.com with your order number and, where relevant, a photograph of the item. Do not send anything back before contacting us: returns sent without a confirmed return address cannot be processed or refunded.

We will reply within 2 business days with return instructions and the correct address.

5.3 Return shipping costs

Faulty, damaged or incorrect items: we cover the cost. You will never pay to return something that arrived broken or wasn't what you ordered.
Change of mind: you cover the cost of return shipping. Because orders ship from Hong Kong SAR, return postage can be significant please check the cost with your carrier before sending an item back.

We recommend using a tracked service. We can only refund returns we actually receive.

5.4 Damaged, faulty or incorrect items

Contact us within 14 days of delivery. Include your order number, a photograph of the item, and a photograph of the outer packaging.

For lights that will not switch on, please first confirm the battery or charging step described on the product page most units arrive uncharged or without batteries. If that doesn't resolve it, we'll replace the item or refund you in full. In many cases we will not ask you to return a faulty item at all.

5.5 Refunds

Once your return is received and checked, we will notify you of the outcome. Approved refunds are issued to your original payment method within 14 days.

Refunds cover the price of the item and, where the entire order is returned, the original standard shipping cost. Return postage, and any customs duties already paid, are not refunded unless the item was faulty or incorrect.

Depending on your bank or card issuer, the money may take a further 5–10 business days to appear on your statement.

5.6 Items we cannot accept

Items returned more than 30 days after delivery
Items showing signs of use, or missing parts, accessories or original packaging
Items damaged after delivery through misuse, or by outdoor use of a product marked for indoor use only
Sale items marked as final sale at the time of purchase
Gift cards

5.7 Exchanges

We do not process direct exchanges. Return the item for a refund under this policy and place a new order for the one you want it is faster than waiting for an exchange to clear customs twice.

5.8 Orders not yet shipped

If your order has not yet shipped, contact us and we will cancel it and refund you in full. Once an order has shipped, it falls under the return process above.

5.9 Your statutory rights

Nothing in this policy limits or removes any rights you have under the consumer law of your own country.

Customers in the United Kingdom and the European Union have a statutory right to cancel within 14 days of receipt, separate from and in addition to the 30-day window offered above. Customers in Australia and New Zealand keep their rights under the Australian Consumer Law and the Consumer Guarantees Act, including remedies for goods that are not of acceptable quality.