Return Policy

Effective Date: September 9, 2026

At Lunaavo, we want you to feel completely confident about every travel neck pillow you order from us. This Return Policy explains which items qualify for a return, the condition they need to be in, and the steps you’ll need to follow to send something back. We recommend reading through this before starting a return so the process goes as smoothly as possible.

All figures mentioned in this policy are in USD.

Return Window

You have 30 calendar days from the date your order is marked as delivered to request a return on an eligible item. Requests submitted after this 30-day window has closed generally cannot be accepted, so we’d encourage you not to wait too long if you think you might want to send something back.

What Can Be Returned

You’re welcome to request a return if any of the following applies to your order:

  • The travel neck pillow arrived damaged in transit

  • You received a defective item

  • We sent you the wrong product

  • You simply changed your mind after receiving it

  • The item is still within the eligible return window and meets our return conditions

Every return request goes through a quick review to confirm it meets the conditions outlined below.

Conditions for a Valid Return

For an item to qualify for a return, it must:

  • Be sent back within 30 calendar days of the delivery date

  • Be unused, unwashed, and in its original condition

  • Include the original packaging, tags, and any accessories that came with it

  • Show no signs of damage, stains, or wear that occurred after delivery

  • Be accompanied by proof of purchase or a valid Lunaavo order number

Items that don’t meet these conditions may be sent back to you or may not qualify for a refund.

Getting Return Authorization

Before shipping anything back to us, please reach out to info@lunaavo.shop to request return authorization first. Please don’t send items directly to our business address without prior approval—unauthorized returns may be delayed or refused. Once we review your request, we’ll send you clear return instructions along with the correct return shipping address and a prepaid shipping label.

Who Covers Return Shipping

At Lunaavo, we are proud to offer free returns on all eligible orders. Whether the item arrived damaged, you received the wrong product, or you simply changed your mind, we will provide you with a prepaid return shipping label at no cost to you.

If your item arrived damaged or defective, please let us know within 48 hours of delivery and include:

  • Your order number

  • Photos of the item

  • Photos of the outer shipping packaging

  • A short description of the issue

No Restocking Fee We don’t charge a restocking fee on approved returns.

  • Restocking Fee: $0.00 USD

Exchanges

We currently don’t offer direct exchanges. If you’d like a different color or style, you can return your eligible item for free under this policy and place a new order separately for the piece you’d prefer.

Items That Can’t Be Returned

The following are not eligible for return:

  • Travel neck pillows that have been used, washed, stained, or altered after delivery

  • Items sent back without their original packaging or tags

  • Products showing damage caused by improper use or handling after delivery

  • Return requests submitted after the 30-day window has passed

  • Gift cards (if offered by Lunaavo)

Shipping Your Return Safely

Please use the prepaid shipping label provided by our support team and drop the package off at the designated carrier. We strongly recommend keeping the drop-off receipt as proof of shipment so you can track the package’s journey back to our warehouse.

Cancelling an Order Instead

If you’d rather cancel your order before it ships than go through a return, please contact us within 12 hours of placing your order. Cancellation requests can only be honored if your order hasn’t yet entered fulfillment—once it’s been processed or shipped, it’s no longer possible to cancel, and you will need to initiate a standard return upon delivery.

Questions About Returns

If you have any questions or need help starting a return, our team is always available. Once your returned item reaches us, the refunded amount will be directly deposited back to the payment method you used at checkout.

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