🔁 Refund and Returns Policy – Lunarhato

At Lunarhato, we strive to deliver handcrafted ceramic planters with exceptional quality and care. However, we understand that issues may occasionally arise. This Refund and Returns Policy ensures a fair and transparent process for all customers, both domestic and international.

 

🧾 Eligibility for Returns

You may request a return or exchange if:

  • The item is damaged, cracked, or defective upon delivery
  • You received the wrong product or variant
  • The product differs significantly from what was described
  • You changed your mind (unused, unopened, and within 7 days of delivery)

Returned items must be in original condition and packaging, with no signs of use.

 

❌ Items Not Eligible for Return

Unless defective, the following cannot be returned:

  • Final-sale or clearance items
  • Personalized or custom-made products
  • Items damaged due to misuse, improper care, or external force
  • Products returned without prior approval

Need help clarifying eligibility? Email us at support@lunarhato.vn.

 

🔄 Exchange Procedure

If you’d like to exchange an eligible item:

  1. Contact us at support@lunarhato.vn within 7 days of receipt
  2. Provide your order number, product photos, and the reason for exchange
  3. Await confirmation and shipping instructions
  4. After inspection, we’ll dispatch the replacement within 3–5 business days

Note: Customers may cover return shipping unless the error originated from Lunarhato.

 

💳 Refund Conditions

Refunds are applicable if:

  • The product is damaged or incorrect
  • You cancel before shipment begins
  • The item is out of stock and cannot be replaced
  • Duplicate charges were made during checkout

Approved refunds are issued via your original payment method within 5–7 business days.

 

📦 Return Shipping Guidelines

Please return items using a trackable service to avoid lost packages. If the return is due to an error on our part, standard shipping costs will be reimbursed.

Always include:

  • Full name
  • Order ID
  • Reason for return
  • Photos (if applicable)

 

🚚 Damaged Items Upon Delivery

Received a broken or cracked item?

  • Notify us at support@lunarhato.vn within 48 hours
  • Include clear photos and a short description of the issue
  • Our team will guide you through a refund or replacement

We’re here to make things right.

 

🕐 Processing Timeline Summary

Step Duration
Return Request Review 24–48 hours
Refund Processing 5–7 business days
Exchange Dispatch 3–5 business days

 

📞 Contact for Returns & Refunds

Have questions or need help?

  • Email: support@lunarhato.vn
  • Hotline: +84 981 234 567
  • Website: www.lunarhato.vn
  • Studio Address: 123 Nguyễn Hữu Thọ Street, Đà Nẵng, Vietnam
  • Hours: Mon–Sat 08:00 – 18:00 (ICT)