Return Policy

Last updated: October 26, 2026

1. Return request period
You may request an eligible return within 30 calendar days after delivery by emailing service@lunvexal.com. Include your order number, the product, the reason for your request and photographs where relevant. We aim to respond within two business days.

2. Unopened skincare products
For a change-of-mind return, all skincare products must be unopened, unused, in their original condition and packaging, with included accessories and any original hygiene or tamper-evident seals intact. This applies to facial cleansers, body lotions, toners, serums, moisturizers, cleansing balms, hand creams, lip balms and facial oils. Opening the outer shipping box alone does not make a product ineligible. Reasonable inspection and any mandatory consumer rights remain protected.

3. Opened, tested or used products
For hygiene reasons, products that have been opened, tested or used, or whose original product hygiene or tamper-evident seal has been broken, are not eligible for change-of-mind returns. Choosing not to continue using a product because of its texture or personal preference does not create a change-of-mind return entitlement after opening. These restrictions do not prevent claims for damaged, defective, incorrect, contaminated or materially misdescribed goods, or other remedies required by applicable law. If irritation occurs, discontinue use and contact us so we can review your concern; opening or using a product does not automatically defeat a valid defect or safety complaint.

4. Damaged, defective or incorrect goods
Contact us as soon as reasonably possible if your item arrives damaged, defective, incorrect, expired or materially different from its description. Photographs can help us investigate, but inability to provide photographs does not automatically invalidate a legitimate claim. We will arrange an appropriate replacement, refund, prepaid return or other suitable remedy at no additional cost to you. Do not send a leaking or potentially unsafe product until we provide safe return or disposal instructions.

5. Return authorization and address
Our return warehouse is located in China. Customers are responsible for international return shipping costs for change-of-mind returns. After your return request is approved, we will provide the complete warehouse address and return instructions. Our registered business address is not the return address. For damaged, defective, incorrect or materially misdescribed goods, we will provide an appropriate remedy at no additional cost to you.
Please dispatch your return within 14 calendar days of approval. Contact us if you reasonably need more time.

6. Shipping costs and fees
Customers pay actual return shipping costs for change-of-mind returns. Original outbound shipping is not refunded for these returns unless applicable law requires it. No restocking fee or undisclosed handling fee applies. For damaged, defective, incorrect or materially misdescribed goods, we cover necessary return shipping or provide another appropriate no-cost remedy, including applicable original shipping charges. For a partially returned order, any original shipping refund is based on the affected goods and applicable rights.

7. Refund method and timing
We inspect returned goods and notify you of the decision, explaining any refusal. Approved return refunds are issued to the original payment method within 5–10 business days after receipt and inspection. We aim to inspect returns within three business days after receipt. If no return is needed, an approved refund is issued within 5–10 business days after confirming that decision. Your payment provider may need additional posting time. Contact us if the refund has not appeared after the stated period.

8. Sets, sale items and exchanges
For a change-of-mind return of a set, return every included product unopened and unused, with the original packaging and accessories. A defect affecting one item in a set will be assessed fairly and does not automatically require returning unaffected items. Sale items follow the same return rules as full-price items. Exchanges depend on availability; contact us before sending goods.

9. Cancellations
Request cancellation by emailing service@lunvexal.com within 12 hours after purchase and before dispatch. Eligible unshipped cancellations carry no cancellation fee. Approved cancellation refunds are issued to the original payment method within 5–10 business days after confirmation. After dispatch, the return rules apply, subject to mandatory consumer rights.

10. Your legal rights
This policy does not restrict mandatory consumer rights or any applicable statutory withdrawal period. Defective or misdescribed goods are not subject to the unopened-only conditions for change-of-mind returns, and the 30-day voluntary return period does not shorten any longer legal remedy period.

Business Information
Lunvexal is operated by Shaanxi Chaoyongkun Yuqing Technology Co., Ltd.
Registered business address: G157, Room 412, Unit 2, Building 6, Phase II, Linkong Industrial Park, Airport New City, Xixian New Area, Shaanxi Province, China.
Website: https://lunvexal.com
Email: service@lunvexal.com
Telephone: +86 29-38020286
Customer service hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET, observing EST or EDT as applicable), excluding U.S. federal holidays. Our company is registered in China. We aim to respond within two business days.