What is your return & exchange policy?Updated 2 days ago
We want you to love your Luno gear. If you don’t, we’re happy to help with a return or exchange.
Good news: Mattress returns are FREE in the continental U.S. If you're not happy with your Luno mattress, you can return it within 30 days of delivery without a return shipping fee. Other gear and accessories may be subject to a flat return fee.
Returns
- Return Window: Items may be returned within 30 days of delivery in original condition for a refund. Original shipping charges are non-refundable.
- Free Mattress Returns (30-Night Sleep Trial): Take it camping. See how it feels. If it's not the right fit, return your mattress free within 30 days of delivery in the continental U.S. This offer applies to mattress-only returns.
Return Fees:
- Mattresses: Free Returns in the continental U.S. All Canadian mattress returns are subject to a $25 flat fee that will be deducted from your refund.
- Accessories and non-mattress gear: A $10 flat fee will be deducted from your refund.
- Bundles: A $10 flat fee will be deducted from your refund.
Final Sale: Pre-owned gear, BamBed Platforms, and apparel cannot be returned.
Warranty Issues: If your product is defective, please submit a warranty claim using our warranty form.
How to Start a Return:
- Please submit your return here.
- You’ll receive:
- A packing slip to include in your package
- A prepaid return label* to attach to your box
- Drop the package with the shipping carrier. Keep your tracking number.
* Please note that Customers in Hawaii, Alaska, Australia, and New Zealand must provide a shipping label and pay for their own return shipping for non-warranty related returns.
Important Return Information:
- Non-Luno items sent back by mistake will only be returned if you email a prepaid label to [email protected] within 1 week of 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
- Incomplete returns
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:
- Please submit your exchange here.
- You’ll receive a packing slip and prepaid return label.
- Once we receive your original item, we’ll send you store credit to purchase your new gear.
Shipping Terms
- Outbound shipping fees are non-refundable.
- Replacement part sales via our Customer Success Department are final sale.
- Customers in Hawaii, Alaska, Australia, and New Zealand 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.