Return policy
For standard (non-customized) products purchased from our store, you may request a return within 14 days of receiving your order, regardless of the reason for return.
To be eligible for a return, the product, its accessories, hangtags, care labels, anti-counterfeiting labels (if any), and original packaging must be complete, intact, unused, unworn, unwashed, unstained, and undamaged. You must also retain the order confirmation, transaction record, and delivery receipt.
Before returning any item, you must contact our customer service team and obtain return instructions. Unauthorized returns may not be accepted.
Customers are responsible for all return shipping costs, including international return freight, customs duties, taxes, and any related fees associated with returning products to our return address in China.
The specific return address will be provided after the return request has been approved.
For confirmed quality issues, manufacturing defects, shipping damage, or other exceptional circumstances, Luneflow reserves the right, at its sole discretion, to provide alternative resolutions, including replacement, partial refund, full refund, returnless refund, or other appropriate remedies.
After the returned item is received and inspected, eligible refunds will be issued to the original payment method in accordance with this policy.
We appreciate your understanding and cooperation.
Non-Returnable Items (Final Sale)
1. Underwear and intimate apparel
Including but not limited to bras, panties, shapewear, thermal underwear, and other hygiene-sensitive products.
For hygiene and safety reasons, these products cannot be returned once opened, worn, tried on, washed, or otherwise used.
For verified quality issues, we will provide a refund, replacement, or other reasonable solution at our discretion.
2. Personalized & Custom-Made Products
Products customized to your specific requirements, including but not limited to:
- Custom logos
- Private labels
- Custom hangtags
- Custom packaging
- Exclusive colorways
- Customized sizing
- Embroidery, printing, or other modifications
These products are made specifically for your order and are therefore non-returnable and non-refundable unless there is a confirmed quality issue or manufacturing defect.
3. Products with Damaged Anti-Counterfeiting Labels
The anti-counterfeiting label is considered an integral part of the product.
Products with anti-counterfeiting labels that have been scratched, torn, removed, altered, or damaged will be regarded as used goods and are not eligible for return or exchange.
Additional Terms
For full-order returns, all original accessories, promotional items, and free gifts (if applicable) must be returned together with the products.
You are not required to return a gift if:
- You return only part of the order and the remaining order value still qualifies for the gift; or
- The gift is not associated with the returned item.
All returned gifts must be in their original condition.
If a required gift is missing, damaged, soiled, or lost, we reserve the right to deduct its fair market value from the refund amount.
Refunds will be calculated based on the actual amount paid after discounts, promotions, coupons, wholesale pricing, or other offers have been applied.
If any required promotional gifts are not returned when applicable, their value may be deducted from the refund.
Original shipping charges, customs duties, taxes, and other service fees are non-refundable unless otherwise required by applicable law.
Refund processing times vary depending on the payment method, payment provider, and financial institution involved.
Once a refund has been approved and processed, the funds are typically returned to the original payment method. Actual arrival times may vary.
For refund status inquiries, please contact our customer service team at:
