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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:

  1. Enter your order number and email address here.
  2. 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.
  3. 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:

  1. Enter your order number and email address here, select “Exchange”, and choose your replacement item.
    • Price difference will be billed or refunded accordingly.
  2. You’ll receive a packing slip and prepaid return label.
  3. 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. 

Questions? Email [email protected].

Start a return/exchange

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