Return & Withdrawal Policy

Effective Date: July 10, 2025

Thank you for shopping at Lunaya. We value your satisfaction and strive to offer high-quality products and customer service. This Return & Withdrawal Policy outlines the conditions under which returns, exchanges, and cancellations are accepted in compliance with applicable laws in the Philippines, particularly the Consumer Act of the Philippines (R.A. 7394) and guidelines from the Department of Trade and Industry (DTI).

📦 1. Return Eligibility

You may request a return or replacement if the product:

• Arrived damaged or defective
• Was incorrectly delivered (wrong model or size)
• Does not match the description on our website

To be eligible, you must notify us within 7 days of receipt of the product. After this period, we cannot guarantee a return or refund.

❌ 2. Non-Returnable & Non-Refundable Products

Due to the intimate nature of our products and for hygiene and safety reasons, we do not accept returns, cancellations, or refunds on the following:

• Vaginal or anal insertable items
• Vibrators, or any item that comes into direct contact with intimate areas

This applies even if the product is unused, unsealed, or simply unwanted after delivery. These restrictions are in place to protect all our customers' health and safety.

🔁 3. Exchanges for Damaged or Faulty Items

In the rare case that you receive a damaged, defective, or incomplete product, we will gladly exchange it under the following conditions:

• You notify us within 7 days of delivery
• You provide photo/video proof
• The item is unopened and unused, except where the defect was only visible upon opening

We reserve the right to inspect and verify the defect before approving an exchange.

💳 4. Order Cancellations

Orders can only be cancelled within 24 hours after placing them, provided they have not yet been processed, customized, or shipped.

Beyond 24 hours, or once production/shipping has started, cancellation is no longer possible.

🚚 5. Return Shipping

• If the return is accepted due to our error (wrong item or defective), we will cover the return shipping costs.
• If the return is refused (e.g. non-eligible items), the customer will bear all associated shipping costs, including any customs or handling fees.

📩 6. How to Request a Return or Exchange

To initiate a return or exchange request, please contact us at:

Email: [email protected]
Subject line: Return Request – Order #[Your Order Number]

Please include:

• Your full name and order number
• Reason for the return
• Photos/videos of the item if applicable

We will respond within 2 business days.

⚖️ 7. Legal Compliance & Customer Rights

This policy complies with Republic Act No. 7394 (Consumer Act of the Philippines) and relevant DTI e-commerce guidelines. As a responsible seller, we are committed to protecting consumer rights while maintaining strict hygiene protocols.

✅ Final Notes

By completing a purchase on our site, you agree to this return policy. We reserve the right to update or amend this policy at any time without prior notice.

For questions, please contact us directly.