RETURN, REPLACEMENT & REFUND POLICY
Last Updated: 1st April 2026
At The LUNI, every garment is thoughtfully designed, carefully crafted, and subjected to stringent quality control processes before being dispatched. We take immense pride in delivering products that meet the highest standards of craftsmanship, quality, and elegance.
As a premium fashion brand with limited-production collections, we maintain a No Refund Policy. However, we understand that exceptional situations may arise, and therefore offer replacements under specific circumstances outlined below.
Please read this policy carefully before placing an order.
1. General Policy
- All purchases made through www.theluni.com are subject to this Return, Replacement & Refund Policy.
- By placing an order on our Website, you acknowledge and agree to the terms contained herein.
- Due to the exclusive and limited-edition nature of our products, we do not generally accept returns for refunds.
- Refunds shall not be issued except where required under applicable law or where The LUNI expressly approves such refund at its sole discretion.
2. No Refund Policy
- The LUNI follows a strict No Refund Policy.
- Once an order has been confirmed, processed, shipped, or delivered, the amount paid shall generally not be refunded.
- Refund requests based on the following reasons shall not be accepted:
- Change of mind
- Personal preference
- Delayed delivery due to courier operations
- Incorrect size selection by the customer
- Color variation due to screen settings
- Product appearance differing slightly from photographs
- Ordering multiple products for trial purposes
- Event-specific purchases no longer required
- Failure to read product descriptions or sizing information
- The LUNI reserves the right to decline refund requests that do not meet the conditions set forth in this policy.
3. Replacement Eligibility
Customers may be eligible for a replacement only under the following circumstances:
Manufacturing Defect:
The product contains a genuine manufacturing defect affecting its quality, functionality, or intended use.
Incorrect Product Delivered:
A product different from the item ordered was delivered.
Damaged Product Received:
The product was damaged during transit and reported within the stipulated timeframe.
Missing Item:
A product or item included in the order was missing upon delivery.
All replacement requests remain subject to verification and approval by The LUNI.
4. Size Exchange
- As a customer-centric luxury brand, The LUNI may consider size exchanges on a case-by-case basis, subject to product availability.
- Approval of size exchanges shall remain solely at the discretion of The LUNI.
- Size exchange requests may be declined if:
- The requested size is unavailable.
- The product has been worn or used.
- The request is made beyond the permitted timeline.
- The product shows signs of damage or alteration.
- Approval of one size exchange does not create any obligation on The LUNI to approve future exchanges.
5. Conditions For Replacement or Exchange
To qualify for a replacement or exchange, the following conditions must be satisfied:
Product Condition:
The product must be:
- Unused
- Unworn
- Unwashed
- Unaltered
- Free from stains, perfumes, deodorants, makeup, or damage
Original Tags:
All original tags, labels, packaging materials, and accessories must remain attached and intact.
Original Packaging:
The product must be returned in its original packaging, including:
- Garment bags
- Boxes
- Wrapping materials
- Product inserts
- Invoices (if requested)
Time Limit:
The request must be raised within 48 hours of delivery.
Requests submitted after this period may not be accepted.
6. Non Eligible Products
The following products shall not be eligible for return, replacement, or exchange:
- Products purchased during clearance sales
- Products purchased under final sale promotions
- Customized or personalized products
- Made-to-order garments
- Gift cards
- Products damaged due to customer negligence
- Products altered after delivery
- Products without original tags
- Products returned without prior authorization.
7. Replacement Request Process
To initiate a replacement or exchange request:
Step 1:
Contact our Customer Care Team within 48 hours of delivery.
Email: care@theluni.com
WhatsApp: +91-XXXXXXXXXX
Step 2:
Provide the following details:
- Order number
- Registered email address
- Contact number
- Reason for request
- Clear photographs of the product
- Images of tags and packaging
- Unboxing video (recommended for transit damage claims)
Step 3:
Our quality assurance team will review the request.
Additional information or photographs may be requested if required.
Step 4:
Upon approval, customers will receive return instructions.
Products must not be shipped back without prior approval.
Step 5:
After receiving the returned item, The LUNI will conduct a quality inspection.
Step 6:
If approved after inspection, a replacement product will be dispatched.
8. Quality Inspection
- Every returned product undergoes a detailed quality assessment.
- If the returned item does not meet the eligibility criteria, The LUNI reserves the right to:
- Reject the request.
- Return the product to the customer.
- Decline replacement approval.
- The decision of The LUNI’s quality control team shall be final and binding.
9. Replacement Product Availability
- Replacement requests are subject to inventory availability.
- If an identical product is unavailable, The LUNI may, at its sole discretion:
- Offer a replacement of equivalent value;
- Issue store credit;
- Offer an alternative solution deemed appropriate.
- Availability of replacement products cannot be guaranteed.
10. Cancellation Policy
Before Dispatch:
- Orders may be cancelled before dispatch by contacting our customer support team.
- The LUNI reserves the right to accept or reject cancellation requests based on order processing status.
After Dispatch:
- Orders cannot be cancelled once shipped.
- Customers are requested to review their order carefully before completing payment.
11. Limitation Of Liability
The LUNI’s liability in relation to any approved return, replacement, or refund claim shall be limited solely to the value of the purchased product.
The Company shall not be liable for indirect, incidental, consequential, or special damages arising from the purchase or use of any product.
12. Contact Us
For any return, replacement, exchange, or refund-related inquiries, please contact:
Lueur Internet Ventures Private Limited
Brand: The LUNI
Website: www.theluni.com
Email: support@theluni.com
Customer Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
At The LUNI, every creation is designed to celebrate confidence, individuality, and timeless elegance. While we maintain strict quality standards and limited-edition production practices, we remain committed to ensuring a fair and transparent experience for every customer.
By placing an order through www.theluni.com, you acknowledge that you have read, understood, and agreed to this Return, Replacement & Refund Policy.
