What is your return 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).
To return gear purchased from us, please do the following:
We require a Return Authorization for all products that make their way back to us. Contact us at firstname.lastname@example.org with your order number and proof of purchase to request a Return Authorization Form and pre-paid return label.
Our customer support team will send you a Return Authorization Form 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 UPS. Shipping charges are prepaid, and no additional postage is required. A flat rate $25 shipping charge will be deducted from your refund with the return of a Luno Air Mattress, and a flat rate $10 shipping charge will be deducted from your refund of any non-mattress Luno products.
Please note that 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.
Please allow approximately 2 weeks for processing. Additional delays may occur. You will receive an email confirmation once your return has been processed.
Note: Luno does not cover original shipping charges or return shipping costs unless the item arrived damaged or defective.
The refund amount will be reduced by 20% when:
- Orders/items are refused upon delivery
- Returns are made without authorization
- Returns are made past the 30-day return window (if subject to be accepted for a return)
- IMPORTANT NOTE: Luno reserves the right to apply a 20% refund reduction for items which are returned in less than ideal condition or are the result of excessive wear and tear within normal use.
Please keep in mind all replacement part sales placed with our Consumer Services Department are final. All shipping refunds will be governed by Luno's Shipping Terms. Luno will not be responsible for shipping costs which are not covered by the Shipping Terms.
Email email@example.com for more information on return and replacement options.