Your Satisfaction Matters
Return & Refund Policy
At LuneaPMS, your comfort and satisfaction are our priority. We stand behind every product with clear, fair policies designed to give you complete peace of mind.
90-Day Satisfaction Guarantee
✓ Product must be returned within 90 days of delivery date ✓ Item must be in original packaging with all accessories ✓ Product should be clean and in good working condition ✓ Proof of purchase required (order confirmation or receipt)
Contact our customer support team at support@luneapms.com.au with your order number and reason for return. We'll provide a return authorization and shipping instructions within 24-48 hours.
Once we receive and inspect your returned item, refunds are processed within 5-7 business days to your original payment method. Shipping costs are non-refundable unless the return is due to our error.
Start a Return
Return Eligibility at a Glance
Understanding what can be returned helps you shop with confidence. Here's a clear breakdown of our return policies across different product categories.
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LuneaPMS
90-day satisfaction guarantee
Unopened products eligible for return
Defective items replaced at no cost
12-month warranty coverage
Opened products returnable
Warranty & Protection Details
Your investment is protected
12-Month Hardware Warranty
All LuneaPMS hardware devices come with a comprehensive 12-month warranty covering manufacturing defects, electrical malfunctions, and component failures. Simply contact us with your proof of purchase and we'll repair or replace your device free of charge.
Additional Policy Information
Important details about special circumstances, international orders, and order protection to ensure you're fully informed.
Lost or Stolen Orders
If your order is marked delivered but you haven't received it, contact us within 7 days. We'll work with the carrier to investigate and, if unresolved, provide a replacement or refund.
International Orders
International customers are responsible for return shipping costs. Customs duties and taxes paid are non-refundable. We recommend using tracked shipping for all international returns.
Contact Us & Get Help
Need assistance with a return, warranty claim, or have questions about our policies? Our friendly support team is here to help.
Email Support
Email us at info@luneapms.com.au with your order number, the item(s) you'd like to return, and your reason. We'll respond within 24-48 hours with a return authorization and detailed instructions.
Our support team is available Monday to Friday, 9am - 5pm AEST. We aim to respond to all inquiries within 24-48 business hours. For urgent matters, please include 'URGENT' in your email subject line.
Once your return is received and processed, you'll receive an email confirmation. Refunds typically appear in your account within 5-7 business days, depending on your payment provider. If you haven't received your refund after 10 business days, please contact us.
To process a warranty claim, please provide: your order number or proof of purchase, a description of the issue, and photos or videos showing the defect. This helps us resolve your claim quickly and efficiently.
While we primarily offer email support to ensure thorough and documented assistance, you can request a callback in your email and we'll arrange a phone consultation during business hours if needed.
