What is your return & exchange policy?Updated 3 months ago
Return & Exchange Policy:
We’re happy to take your Luno product off your hands if you aren’t in love with it. Items may be returned in their original condition within 30 days of delivery for a refund (not including shipping charges). Please note that pre-owned gear and apparel is final sale.
If you are experiencing a warranty issue, please fill out our warranty form.
To return gear purchased from us, please do the following:
STEP 1:
Please enter your order number and email address associated with your order here.
STEP 2:
You will be provided with a return packing slip and a pre-paid return label. Please print the form and include it within your returned package. Affix the prepaid shipping label to the outside of your package, make a note of the tracking number, and leave the package with the shipping carrier. Shipping charges are prepaid, and no additional postage is required. A flat rate $25 USD shipping charge will be deducted from your refund with the return of a Luno Mattress, and a flat rate $10 USD shipping charge will be deducted from your refund of any non-mattress Luno products.
If a non-Luno item is accidentally sent back in your return package, Luno is not responsible for sending it back. You are responsible for providing a return label for Luno to send it back. The return label must be emailed to [email protected] within 1 week of your package being received by our returns team. If a return label is not sent within 1 week, the item will be disposed.
Please allow approximately 2 weeks for processing. Additional delays may occur. You will receive an email confirmation once your return has been processed and the refund has been issued. We aim to issue refunds as soon as possible.
Credit card refunds will typically show up on your card's online account within 5-7 business days after the card issuer finishes processing it on their end. Refunds to a Paypal account will show up later the same day.
IMPORTANT NOTE – Luno reserves the right to apply a 20% refund reduction when:
- Orders/items are refused upon delivery
- Returns are made without authorization
- Items which are returned in less than ideal condition or are the result of excessive wear and tear within normal use.
To exchange gear purchased from us, please do the following:
STEP 1:
Please enter your order number and email address associated with your order here. Select "exchange" and choose the new piece of gear you'd like. If you're exchanging for an item that is less or more expensive than your original order, you will be refunded or invoiced accordingly.
STEP 2:
You will be provided with a packing slip and a pre-paid return label. Please print the form and include it within your returned package. Affix the prepaid shipping label to the outside of your package, make a note of the tracking number, and leave the package with the shipping carrier. Shipping charges are prepaid, and no additional postage is required.
STEP 3:
Once we receive your return package, we'll go ahead and ship out your new gear. You will receive an email confirmation once it's been shipped.
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SHIPPING TERMS — PLEASE KEEP IN MIND:
- Luno does not cover original shipping charges or return shipping costs unless the item arrived damaged or defective.
- Any outbound shipping fees paid are non-refundable.
- All replacement part sales ordered via our Customer Success Department are final.
- We do not provide return shipping labels to returns from Hawaii or Alaska. Customers returning gear from Hawaii or Alaska must pay return shipping from their carrier of choice.
- All shipping refunds will be governed by the Luno's Shipping Terms listed above. Luno will not be responsible for shipping costs which are not covered by the Shipping Terms.
- Please note that exchanges are dependent on product availability in your specific country (USA, Canada, and Australia).
Email [email protected] for more information on return and replacement options or warranty information.
* In the event that a refund needs to be issued past our 30 day return policy, we will issue store credit.