Refund Policy - Lunettella

Effective Date: January 2025
Last Updated: September 2025

At Lunettella, we are committed to delivering premium shower filtration systems that transform your daily shower experience. We stand behind the quality of our 18-stage filtration technology and want you to feel confident in your purchase.

Our Quality Guarantee

We do not offer refunds for change of mind or personal preference. However, we guarantee that every Lunettella shower filter you receive will be in perfect working condition and free from manufacturing defects.

Defective Product Replacement Policy

If you receive a defective or faulty Lunettella shower filter, we will replace it at no cost to you, provided the following conditions are met:

Eligibility Requirements

Time Frame: You must report the defect within 14 days of receiving the product (delivery date). We utilize timestamp information from tracking and delivery confirmation when reviewing replacement requests.

 Documentation Required: You must provide clear photographic evidence of the defect or fault, including:

- Photos showing the specific defect or malfunction

- Images of the product packaging and any damage

- Your order number and purchase confirmation

 Replacement Limit: This replacement guarantee is available one time per purchase per customer. Additional replacement requests for the same order will not be processed.

Replacement Process

1. Report the Issue: Contact our customer service team at info@lunettella.com within 14 days of receiving the product

2. Provide Evidence: Submit clear photos of the defective item as described above along with your order number and reason for replacement

3. Return Authorization: We will provide you with a prepaid return label and return instructions

4. Send Back Defective Item: Package the defective filter securely and send it back using our prepaid label

5. Receive Replacement: Once we receive and verify the defective item, we will immediately ship your replacement at no charge

What We Cover

Our replacement guarantee covers:

- Manufacturing defects in the filter housing or components

- Faulty filtration stages that do not perform as specified

- Damaged or broken parts received due to shipping issues

- Products that do not match the specifications advertised

What Is Not Covered

This policy does not cover: 

- Normal wear and tear from regular use

- Damage caused by improper installation or use

- Damage resulting from modifications or repairs not authorized by Lunettella

- Issues arising after the 14-day reporting period from delivery date

- Dissatisfaction with water pressure or filtration results due to local water conditions

- Filter replacement needs (filters are consumable components designed to be replaced)

- Items with visible signs of damage caused by misuse

- Products without original packaging intact

Installation Support

If you experience difficulties with installation, please contact our support team at info@lunettella.com before assuming the product is defective. Our customer service representatives can provide:

 - Step-by-step installation guidance

- Troubleshooting for common installation issues

- Compatibility verification for your shower setup

Shipping and Handling

- Defective Item Returns: We provide prepaid return labels for all verified defective items

- Replacement Shipping: Replacement items are shipped at no cost via standard shipping

- Processing Time: Replacements are typically processed and shipped within 2-3 business days of receiving your defective item

- Tracking: We recommend using trackable shipping services. We cannot guarantee receipt of items sent without tracking

Processing and Communication

Inspection Process: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection status of your replacement request.

 Response Time: We respond to all inquiries within 24 hours during business days and will handle your request based on the criteria stated in this policy.

Processing Delays: If there are any delays in processing your replacement, we will contact you via email at info@lunettella.com to provide updates and resolve any issues.

Contact Information

For defective product claims or questions about this policy:

Email: info@lunettella.com
Response Time: We respond to all inquiries within 24 hours during business days

Important Notes

- This policy applies only to purchases made directly from Lunettella.com

- Products purchased from third-party retailers may be subject to different return policies

- Each customer is entitled to one replacement per purchase only

- We reserve the right to refuse replacement requests that do not meet the criteria outlined above

- To complete your replacement, we require proof of purchase (order confirmation email) with your order number

- This policy may be updated periodically to reflect changes in our procedures or legal requirements

Legal Compliance

This policy complies with applicable consumer protection laws. In jurisdictions where consumer rights provide additional protections beyond this policy, those rights remain in effect.

Feedback

We value your feedback and want to ensure you have the best possible experience with your Lunettella shower filter. Please feel free to email us at info@luntella.com to share your thoughts, questions, or concerns. We take your feedback seriously and are always striving to improve our products and service.

---

Why We Have This Policy 

Our 18-stage filtration system is engineered for durability and performance. By focusing on quality assurance rather than general returns, we can:

- Maintain competitive pricing for our premium product

- Ensure every customer receives a fully functional, high-quality shower filter

- Provide dedicated support for genuine product issues

- Continue investing in research and development for better filtration technology

We believe in the quality of our product and are committed to making sure you receive a Lunettella shower filter that meets our high standards and transforms your shower experience.

---

This policy is effective as of January 2025 and supersedes any previous versions. Lunettella reserves the right to modify this policy with appropriate notice to customers.