Exchange, Returns & Refunds
We want you to love your purchase. If something isn't quite right, we're here to help. Please read the following policy to understand our eligibility requirements, exchange and return process, and refund options.
All exchange or return requests must be initiated within 5 calendar days of receiving your order. We are only able to assist with purchases made directly through www.lunoji.com. Once your exchange or return request has been approved, your item must be received by Lunoji no later than 14 calendar days from the date you received your order. Items that do not meet the requirements outlined in this Exchange, Returns & Refunds Policy may be rejected.
We only accept exchanges and returns by mail. Customers are responsible for all return shipping costs. We recommend using tracked shipping for any returns, as Lunoji will not be responsible for parcels that are lost or damaged in transit.
Eligibility
To be eligible for an exchange or return, items must be unused and unwashed, in their original condition and packaging, and include all original tags, accessories and complimentary items (where applicable). Exchanges or returns that do not meet these requirements may not be accepted.
The following items are not eligible for exchange or return:
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Treats and supplements
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Personalised or customised items
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Sale items (any item that has not been purchased at full price)
Bundle purchases are treated as a single purchase. Individual items within a bundle cannot be exchanged, returned or refunded separately. If eligible for a return, the entire bundle must be returned together. Please note that bundle purchases are not eligible for exchanges.
Exchanges
We currently offer exchanges for Enrichment Toys and Home & Living items only.
Eligible items may be exchanged once for a different colour of the same item, subject to stock availability. We do not offer exchanges to a different item. If you'd prefer a different item, you may return your original purchase (provided it meets the eligibility requirements above) and place a new order instead.
To request an exchange, please email hello@lunoji.com with your order number and the item(s) you'd like to exchange. Once your request has been reviewed and approved, we'll provide you with the exchange instructions and return address. After we have received and inspected your original item(s), we'll process and dispatch your exchange within 7 calendar days.
For exchanges within Singapore, a flat exchange shipping fee of SGD 4.00 applies. For international exchanges, shipping charges vary depending on your region and will be confirmed before your exchange is processed.
Returns
To request a return, please email hello@lunoji.com with your order number and the item(s) you'd like to return. Once your request has been reviewed and approved, we'll provide you with the return instructions and return address. After your returned item has been received and inspected, we'll process your approved store credit or refund within 7 calendar days.
If your return is approved, you may choose to receive either 100% of the eligible purchase value as store credit, or a refund to your original payment method.
If you choose a refund to your original payment method, a 10% return processing fee will be deducted from your refund. This fee covers non-recoverable payment processing fees that are charged to us by payment gateway providers, and administrative costs associated with processing your original order and return. Original shipping charges are non-refundable.
Store credit is valid for 1 year from the date of issue, non-transferable, and cannot be exchanged for cash.
Order Cancellation
We begin processing orders as quickly as possible, so we cannot guarantee that an order can be cancelled once it has been placed. If you'd like to request a cancellation, please contact us as soon as possible at hello@lunoji.com.
If your order has already been shipped, it can no longer be cancelled and our Returns Policy will apply instead.
If your cancellation request is approved before dispatch, you may choose to receive 100% store credit or a refund to your original payment method. If you choose a refund to your original payment method, a 5% cancellation processing fee will be deducted from your refund. This fee covers non-recoverable payment processing fees that are charged to us by payment gateway providers, and administrative costs associated with processing your order.
Store credit is valid for 1 year from the date of issue, non-transferable, and cannot be exchanged for cash.
Discounts & Promotions
Discount codes, vouchers and promotional offers cannot be applied retrospectively to orders that have already been placed.
Items purchased on sale* are considered final sale and are not eligible for return or exchange.
We do not offer price adjustments if an item is subsequently discounted or included in a promotion.
If a return results in the original order no longer qualifying for a promotion, discount, complimentary gift or free shipping offer, we reserve the right to adjust the refund accordingly. This may include adjusting the refund to reflect the original purchase conditions, including deducting the value of any promotional discount, complimentary gift or shipping benefit that no longer applies.
*sale item = any item that has not been purchased at full price