What is your return & exchange policy?Updated 9 days ago
We want you to love your Luno gear. If you don’t, we’re happy to help with a return or exchange.
Returns
- Eligibility: Items may be returned within 30 days of delivery in original condition for a refund (shipping charges not included).
- Final Sale: Pre-owned gear and apparel cannot be returned.
- Warranty Issues: Use our warranty form if your product is defective.
Return Steps:
- Enter your order number and email address here.
- You’ll receive:
- A packing slip to include in your package
- A prepaid return label to attach to your box
- Note: A $25 flat fee (mattress) or $10 flat fee (non-mattress gear) will be deducted from your refund.
- Drop the package with the shipping carrier. Keep your tracking number.
Important:
- Non-Luno items sent back by mistake will only be returned if you email a prepaid label to [email protected] within 1 week of our receiving the package. Otherwise, they will be disposed of.
- Refunds process in ~2 weeks. Card refunds typically post in 5–7 business days; PayPal refunds post same-day.
Refund Deductions – 20% reduction may apply in the following scenarios:
- Orders/items refused upon delivery
- Unauthorized returns
- Items returned in poor condition or with excessive wear
Exchanges
- Eligibility: Items may be exchanged within 30 days of delivery in original condition (shipping charges not included).
- Final Sale: Pre-owned gear and apparel cannot be exchanged.
- Warranty Issues: Use our warranty form if your product is defective.
Exchange Steps:
- Enter your order number and email address here, select “Exchange”, and choose your replacement item.
- Price difference will be billed or refunded accordingly.
- You’ll receive a packing slip and prepaid return label.
- Once we receive your original item, we’ll ship your new gear and send a tracking email.
Shipping Terms
- Outbound shipping fees are non-refundable.
- Replacement part sales via our Customer Success Department are final sale.
- Customers in Hawaii or Alaska must provide and pay for their own return shipping.
- Exchanges are subject to product availability in USA, Canada, Australia, and New Zealand.
- Luno does not cover original shipping charges or return shipping costs, except for items damaged or defective upon arrival.
* In the event that a refund needs to be issued past our 30 day return policy, we will issue store credit.